Desktop Support

Information Technology   |   Calgary, AB

Job Description


Information Technology
Calgary, AB
1615

 JUNIOR TECHNOLOGY SERVICE ADVISOR  

The Junior Technology Service Advisor is the main point of contact for client support, problem resolution, and status updates for issues related to workstations/laptops, systems, data communications, online applications, and user account issues. 

This position reports to the Chief Technology Officer and will provide constructive input into policies/procedures, and the utilization of technology to increase client operational efficiency. The Advisor must be motivated and willing to learn new products and functionalities, while keeping current with new technologies. 

RESPONSIBILITES 

Project Implementation 

  • Assist with project implementation, including the co-ordination and delivery of project tasks
  • Assist with system configuration and data migration
  • Deliver projects on time and on budget

Tasks/Project Management 

  • Prioritize workload and critical activities to ensure project actions are delivered on time
  • Identify potential project issues and determine best course of action with Chief Technology Officer (CTO) or project manager
  • Monitor project implementation and provide clients with progress report and issue resolution
  • Complete project work reports and record visit information
  • Maintain a trusted relationship with clients

Client and Team Relationship Management 

  • Consult with clients to assess their technology needs/requirements, and propose solutions
  • Research and understand the client sector to provide appropriate advice
  • Work with the project team to develop project charter, including project timelines

Client Orientation 

  • Assist with client management and communication
  • Assist with product demonstrations, virtually or at client site  

SKILLS-KNOWLEDGE 

Technical Delivery/Support and Development Expert 

Assist with product testing and logging enhancement 

Demonstrate technical knowledge in: 

 Web application 

 Microsoft SQL query and basic network administration skills 

 Hardware and software installation; desktop customization 

 Monitoring and responding to help requests, email, phone, and help-ticket assistance requests; escalate trouble-tickets 

 Interfacing with clients to facilitate timely resolution of reported problems 

 PC maintenance and performance tuning 

 Testing of software and hardware for compatibility 

 Running diagnostic tests on equipment 

 Documentation 

 Equipment tracking and inventory 

 Mobile device support and problem resolution 

 Development and enforcement of workstation/ laptop standards and policies 

Facilitation/Training 

  • Facilitate client training in technologies/applications
  • Develop training material as required, meeting clients’ needs and trainees’ learning styles and IT literacy level

Communications 

  • Communicate with clients clearly and logically, adjusting to the audience to ensure relevant and effective communication at all levels
  • Listen to client’s needs and respond appropriately
  • Maintain client confidentiality and discretion at all times

Collaboration 

  • Develop productive and respectful relationships with colleagues
  • Demonstrate team commitment by fulfilling commitment/duties and meeting deadlines
  • Identify and communicate areas where colleagues can assist with delivering projects
  • Recognize own strengths and abilities, and ask for help as required
  • Accountable to meeting team key performance indicators