Primary Role Title:
Help Desk/Customer Support Representative
Date Listed:
24-Apr-2002
Work Location:
Kanata • Ontario • Canada
Description:
Essential Functions: We are expanding its customer support operations in the Ottawa area. This new initiative will require
Helpdesk Analysts (100+) and Team Leaders (10+).
Candidates for the Level 2 Help Desk must possess and demonstrate the following abilities in order to be successful:
§ Be highly motivated and accountable;
§ Understand and support of the concept of remote resolution;
§ Be savvy with problem management tools;
§ Be flexible and adaptable;
§ Be dependable;
§ Be highly capable of dealing with ambiguity;
§ Have excellent interpersonal and communications skills;
§ Have excellent telephone skills, including a thorough understanding of telephone etiquette;
§ Have the ability to convey technical information to non-technical people; § Be team oriented and collaborative ;
§ Have the ability to deal with conflict and remain professional at all times;
§ Be detail oriented and thorough, including with administrative tasks;
§ Be analytical and able to successfully perform problem determination;
§ Possess problem-solving skills and be able to successfully perform problem resolution;
§ Possess a sense of urgency;
§ Maintain a positive attitude;
§ Be creative and persistent; - Effectively partners with internal and external technology suppliers to resolve problems;
§ Manages day-to-day duties in a highly interrupt-driven environment;
§ Demonstrated dedication to quality customer service. Essential Knowledge:
§ Knowledge of & experience with connectivity and networking environment (RAS, dsl access, Ethernet, etc.).
§ Knowledge of & experience with leveraged applications in IBM, VAX, or client/server environment.
§ High motivation, and a strong drive and ability to find creative solutions for overcoming organizational barriers.
§ Demonstrated ability to organize work in an efficient manner to excel in an interrupt-driven environment.
§ Experience in providing customer service is a plus.
§ Project management experience helpful. Essential Skills: Technical knowledge of and experience with the desktop environment, i.e., Intel PC mainstreamed hardware/software
§Technical knowledge of and experience with electronic mail systems, e.g., Exchange, Lotus Notes, CCMail, WebMail, etc.
§ Demonstrated ability to excel in a team environment;
§ Strong problem solving skills and decision-making ability;
§ Strong verbal and written communication skills;
§ Ability to deal effectively with all levels of customers.
Education Required: Two-year degree or equivalent experience
Organizational "Fit" Considerations: 7x24 Support Environment:
§ Ability to work unsupervised in carrying out responsibilities.
§ Ability to work, train or exchange skills and knowledge with co-workers.
§ Ability to work rotating schedules and weekends.
§ Possible alternative workweek.
Keywords:
95, CC Mail, Client Server, Customer Service, dsl access, Exchange, HELP DESK PRODUCTS, Help Desk Support, IBM MF, Mainframe or Mid-Range Systems, MICROSOFT OFFICE, NT, Office 97, PC/LAN, RAS, VAX, WebMail, Window 95, Windows 2000, Windows 98, Windows NT
Special Considerations:
Secondary Role Titles:
Help Desk/Customer Support Representative;Technician
Industry/Business Sector of CSC Client:
Technical Services-Customer Support
Help Desk/Customer Support Representative
Date Listed:
24-Apr-2002
Work Location:
Kanata • Ontario • Canada
Description:
Essential Functions: We are expanding its customer support operations in the Ottawa area. This new initiative will require
Helpdesk Analysts (100+) and Team Leaders (10+).
Candidates for the Level 2 Help Desk must possess and demonstrate the following abilities in order to be successful:
§ Be highly motivated and accountable;
§ Understand and support of the concept of remote resolution;
§ Be savvy with problem management tools;
§ Be flexible and adaptable;
§ Be dependable;
§ Be highly capable of dealing with ambiguity;
§ Have excellent interpersonal and communications skills;
§ Have excellent telephone skills, including a thorough understanding of telephone etiquette;
§ Have the ability to convey technical information to non-technical people; § Be team oriented and collaborative ;
§ Have the ability to deal with conflict and remain professional at all times;
§ Be detail oriented and thorough, including with administrative tasks;
§ Be analytical and able to successfully perform problem determination;
§ Possess problem-solving skills and be able to successfully perform problem resolution;
§ Possess a sense of urgency;
§ Maintain a positive attitude;
§ Be creative and persistent; - Effectively partners with internal and external technology suppliers to resolve problems;
§ Manages day-to-day duties in a highly interrupt-driven environment;
§ Demonstrated dedication to quality customer service. Essential Knowledge:
§ Knowledge of & experience with connectivity and networking environment (RAS, dsl access, Ethernet, etc.).
§ Knowledge of & experience with leveraged applications in IBM, VAX, or client/server environment.
§ High motivation, and a strong drive and ability to find creative solutions for overcoming organizational barriers.
§ Demonstrated ability to organize work in an efficient manner to excel in an interrupt-driven environment.
§ Experience in providing customer service is a plus.
§ Project management experience helpful. Essential Skills: Technical knowledge of and experience with the desktop environment, i.e., Intel PC mainstreamed hardware/software
§Technical knowledge of and experience with electronic mail systems, e.g., Exchange, Lotus Notes, CCMail, WebMail, etc.
§ Demonstrated ability to excel in a team environment;
§ Strong problem solving skills and decision-making ability;
§ Strong verbal and written communication skills;
§ Ability to deal effectively with all levels of customers.
Education Required: Two-year degree or equivalent experience
Organizational "Fit" Considerations: 7x24 Support Environment:
§ Ability to work unsupervised in carrying out responsibilities.
§ Ability to work, train or exchange skills and knowledge with co-workers.
§ Ability to work rotating schedules and weekends.
§ Possible alternative workweek.
Keywords:
95, CC Mail, Client Server, Customer Service, dsl access, Exchange, HELP DESK PRODUCTS, Help Desk Support, IBM MF, Mainframe or Mid-Range Systems, MICROSOFT OFFICE, NT, Office 97, PC/LAN, RAS, VAX, WebMail, Window 95, Windows 2000, Windows 98, Windows NT
Special Considerations:
Secondary Role Titles:
Help Desk/Customer Support Representative;Technician
Industry/Business Sector of CSC Client:
Technical Services-Customer Support
