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Genpact: Deskside Support


This is a Full-time position in Montreal, QC posted February 24, 2021.

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it.

Now, we’re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it.

Come, transform with us.Inviting applications for the role of Onsite Desktop Support TechnicianDeskSide ServicesThe Onsite Desktop Support Technician role is to provide a single point of contact for local office end users to receive support and maintenance within the organization’s desktop and laptop computing environment.

This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, terminals, printers and scanners) to ensure efficient workstation performance.

The person will also solve problem areas (in person) in a timely and accurate fashion and provide end-user assistance where required.Responsibilities:
·Assisting end users on issues in a timely fashion by creating Incident ticket in Service Now and if all techs are busy, the technician enters customer in the queuing system
·Monitoring queues for incidents or requests that require resolution.
·Escalate to L3 team /Vendors in case assistance is required to resolve any issue.
·Update the existing SOPs send it back to EUC L3 for review and update as per the documented frequency.
·Prioritizing work based on the impact and urgency of the ticket
·Resolution of Incidents within described SLA timelines as agreed for site support services
·Track ageing and open tickets and service requests.

For open tickets requiring spares and accessories and work closely with asset management team in coordinating them.
·Prepare weekly reports, monthly and half yearly dashboards and setup reviews with Client leadership.
·Maintain compliance to Client policies and guidelines like desktop/laptop naming conventions, laptop building/rebuilding checklist, surrender, disposal (Kill Disks/Degauss)
·Ticket lifecycle management not limited to documenting work notes, attaching relevant knowledge and detailing incident resolution.
·Isolate system issues; diagnose standard software issues & report hardware issues to respective Vendors.
·Provide end user assistance in submitting Service Requests.
·Fulfilment of Service Requests where necessary
·Track and report status of IMAC requests.

Verify completion of IMACs
·Enable end user / equipment Installs, Moves, and changes (IMAC) Requests.
·Install new or enhanced functions or features: hardware, software, peripherals and configurations (e.G., peripheral upgrades, system reconfigurations, special requisition installations)
·Proactive and regular checks for assets installed in meeting rooms from readiness perspective.
·Assist L3 team in various testing being carried out.
·User Data Transfer on need basis
·Providing information/advice to end‐user on usage of Client tools
·Creation and modification of knowledge articles on issues which have been resolved
·New end user on-boarding hardware setup.
·Remove virus from respective desktop / laptop with the antivirus software as per the mentorship from Client central security team
·Installation / configuration/ Troubleshooting of e-mail clients
·Hardware support to desktops, laptops (Windows/Mac.), Thin clients (Windows and Linux), Printers, Scanners.

Mobile devices and Multi-Function Devices.
·Fulfilment of software installations/changes that cannot be automated for remote install
·Hardware imaging, deployment, and repair management services.
·OS & Standard Software Support on desktops.

(Core load, Windows 10, Mac OS).

Installation and first level support on business specific applications, installing application and upgrades
·When de-installing equipment, de-tag equipment, erase and dispose of data and information residing on hard drives, strip for disposal, update in the asset tracking system that the equipment has been de-installed and disposed of, and prepare the equipment to the vital 3rd party for collection and disposal.
·Follow-up with 3rd party on hardware device replacement where needed
·Steady State Asset Refresh (Does not include project activity of bulk device replacement)
·Image backup of assets for terminated users
·Assist asset management team in sharing the IMAC’s for new installations, movement on floors and carrying out physical verification activities.
·Replacement of consumables for network printers and reporting issues to the appropriate vendor.
·Assist in various customers, internal and external audits
·VIP Support (“white glove” service)
·Web Meeting support for end user having start up issues and troubleshooting commonly known issues)
·End user training and support of key collaboration technologies
·Escort third party vendors visiting Client for IT related support activity within Client office
·New Switch/Module physical replacement assistance within Client Datacenter based on clearly defined instructions of level 3 infrastructure team
·Assist in activity for data/voice Port Deactivation Cases based on clearly defined SOP provided by Level 3 infrastructure team
·Activities regarding physical server needing physical setup like plugging off the server and turning it ON
·Moving or securing network cables within the office environment
·Activities for restarting Server for various reason.
·Assist the Level 3 infrastructure team in physical server refreshes and reboots of devices using standard operating procedure document
·Activities Data Backup Tapes Daily/Weekly Offsite movement within Client office
·Inventory management and labelling of devices within Client office environment
·Handling shipping and receiving requests for movement of end devices within Client officeProvide support to VIP users that includes:
·Raise VIP user incidents and SR’s on phone/e-mail and log tickets on their behalf.
·Priority to VIP end users over other tickets in the queue
·Follow-up with approvers if any and get the SR’s approved.
·Coordinate, follow-up and bring up to all other teams for open VIP cases.
·Analyze VIP Population incidents and SR’s for any patterns and plan mitigation.
·Configuration of laptops/desktop/mobile devices/ iPad/iPhone/android
·Configuration of laptop and Troubleshooting of handheld OS for VIP users
·Support any future upgrade of handheld device technology need to be owned & sustained by Vendor.
·Mailbox configuration on different iPad / iPhone/MAC devices
·Support All Device Management related technologies like Messenger, Handheld issues, IM Presence, UC
·Regular health checks of All VIP User laptops and devices.
·Every VIP user ticket will be acted as a Priority 1 ticket (i.E.

the highest priority ticket)
·Managing & co-coordinating with third party vendors
·Ensure the turnaround of the problems or issues faced by the users in any situation.
·Supporting and Resolving VIP user incidents & SR cases.
·End toEnd IT support for VIP on boarding in Client
·Keep Client IT Stakeholders informed for any VIP incident open for more than 30 minutes.
·Daily updates on open VIP Incidents and SR.
·Manage Backup of Mac and Windows laptops for VIP Population as per Client process.Qualifications, Experience and Certifications we seek in you!
·Should have 2-4 years’ experience as deskside / Onsite Support / Local IT engineer
·Must have knowledge of commonly used end user software’s and a solid understanding of hardware products and accessories
·Experience configuring workstations to include but not limited to profile information, printers, dual monitors etc.
·Good experience in providing hands and feet support for network and datacenter devices
·Solid understanding on hardware, software, and networking concepts
·Strong customer service skills, written and verbal communication skills
·Support mobile devices (Android, IOS)
·Microsoft/ A+ certification a plus
·Should have some experience with or knowledge of A/v solutions used in conference rooms (TV’s, projectors, VoIP telephones, Collaboration software’s like MS Teams, Zoom Etc)Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.

For more information, visit www.Genpact.Com.

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