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Regional IT Support Analyst

LOGiQ3 Corp.

This is a Contract position in Iqaluit, ut posted October 3, 2021.

RGAx is the transformation engine and a wholly-owned subsidiary of Reinsurance Group of America, Incorporated (NYSE: RGA).

A Fortune 500 company, RGA is among the leading global providers of life reinsurance and financial solutions.

Position Overview Under general supervision, the Regional IT Support Analyst provides first and second-tier support for regional IT incidents and requests from associates via phone, email, and remote connection to resolve routine problems regarding hardware, software, and peripherals.

Attempts to resolve as many requests as possible during first contact determines the urgency of needs, prioritizes, and responds to support requests by taking corrective action or routing requests to appropriate IT specialists.

Escalates complex issues to senior team members or to appropriate next-level technical, professional, or service personnel for repairs, training, and follow-up.

Provides customer-oriented follow-ups in a courteous, efficient, and timely manner.

Records, dispatches, and closes service requests using ticketing software.

Is a key role in internal change management, purchasing, and communications procedures.

Responsibilities Maintain high customer satisfaction by representing the IT team courteously, professionally, and effectively to the rest of the TAI organization.

Responsible for first and second-level support of IT systems in the region, including PCs, printers, servers, and related IT equipment.

Responsible for coordinating support of office building related IT issues such as network room power, UPS, HVAC, telephony, and collaborative tools such as video conferencing Providing 1st&2nd Tier desk-side support to all employees (dealing with high volumes of Incidents/requests and other queries raised via the self-service portal, telephone, email, and walk-ups) Resolves a high percentage of incoming support queries as swiftly as possible following a customer contact framework with an emphasis on delivering exceptional customer service Escalating more technical tickets to 3rd line resolver teams Clearly document and effectively prioritize client requests into ticket management software Provide first level troubleshooting for VoIP phone and network communications Escalate & dispatch to senior-level support Troubleshoot daily problems and provide remote support Install the software, desktop/laptops systems, and peripherals Update documentation & provide basic training Maintain and organize inventories Manage and organize support information knowledge base Follow standard operating procedures & policies Adhering to ITIL Service Management best practices and techniques whilst following Service Desk policies, procedures, and guidelines Meeting room support Working closely with 2nd and 3rd Tier resolver teams developing your technical knowledge Physical Building Security Maintain regular and predictable attendance.

Perform other appropriate IT tasks as requested or required by the direct line manager Experience & Skills Education Required: Post-Secondary Education graduate or relevant experience Preferred: A Network Certified Microsoft Certified Desktop Support Technician Working knowledge of ServiceNow Insurance industry knowledge ITIL certification Experience And Skills Required: 2 years technology/desktop support experience Fluent English Language skills Good customer-service oriented communication skills (verbal and written) Good communication & organizational skills Demonstrated troubleshooting and problem-solving skills Ability to work well as part of a global team and build collaborative relationships Availability to work overtime, as required Technical Requirements Proficient with Windows desktop environment (Win 10 & Microsoft Office) Proficient with: Basic TCP/IP networking VoIP Telephony Office365 Administration Mobile device support – iPhone/Android Printer technologies Video conference & meeting room technology Dell workstation hardware, and general desktop support Physical/Mental Requirements And Work Conditions The duties listed above are intended only as illustrations of the various types of work that may be performed.

The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

While performing the duties of the job, the employee is frequently required to talk and communicate with others including telephonically.

The employee is regularly required to use hands and fingers to feel objects, tools, controls or to keyboard.

Vision abilities to perform duties such as analyzing data and figures and/or viewing a computer terminal are required.

Associates are not exposed to adverse environmental conditions.

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