本文发表在 rolia.net 枫下论坛GENERAL FUNCTION:
The IT Support Analyst provides computing and phone system support to our business end users. Key to the position is the provision of a central point of communications between our end users and the IT team, ensuring a reliable exchange of information and a customer friendly experience. Also important is administering the Service Desk (Helpdesk) process to ensure reliable follow-up and a cost effective service for BD Canada.
RESPONSIBILITIES/KEY COMPETENCIES:
- Provides 1st and 2nd level support to users on desktops, printers, servers, telephone systems and business applications. Is responsible for communicating with business end users on behalf of entire IT department.
- Administers the Service Desk process (Helpdesk) and makes improvements to effectiveness of the Service Desk on behalf of our business end users.
- Supports the Fixed Asset process, including procurement of user systems, rolling them out and ensuring they are tagged properly.
- Supports the Software Compliance process, including the tracking and maintenance of licenses.
EDUCATIONAL/SKILL REQUIREMENTS:
Experience and Education Requirements include;
- 1 to 2 years of IT Service Desk (Helpdesk) experience supporting an end user community. Components of this experience should be made up of desktop/laptop support or rollout, telephone end user support and general computer systems configuration. Our BD environment consists of Microsoft Windows2000, Notes Email and Workflow Applications, and Nortel Meridian Telephone Systems.
- Past experience with Customer Service and/or dealing with the public in a service capacity.
Educational qualifications should include two or more of the following;
- College Diploma in one of; IT Technology, Telecommunications/Datacommunications, or Systems Analysis
- Microsoft Certified Systems Administrator (MCSA)
- A+ Certification
- IT Infrastructure Library (ITIL) Fundamentals Certification.
Important skills for this individual include;
- Priority Setting
- Approachability
- Customer Focus
- Teamwork
- Process Management更多精彩文章及讨论,请光临枫下论坛 rolia.net
The IT Support Analyst provides computing and phone system support to our business end users. Key to the position is the provision of a central point of communications between our end users and the IT team, ensuring a reliable exchange of information and a customer friendly experience. Also important is administering the Service Desk (Helpdesk) process to ensure reliable follow-up and a cost effective service for BD Canada.
RESPONSIBILITIES/KEY COMPETENCIES:
- Provides 1st and 2nd level support to users on desktops, printers, servers, telephone systems and business applications. Is responsible for communicating with business end users on behalf of entire IT department.
- Administers the Service Desk process (Helpdesk) and makes improvements to effectiveness of the Service Desk on behalf of our business end users.
- Supports the Fixed Asset process, including procurement of user systems, rolling them out and ensuring they are tagged properly.
- Supports the Software Compliance process, including the tracking and maintenance of licenses.
EDUCATIONAL/SKILL REQUIREMENTS:
Experience and Education Requirements include;
- 1 to 2 years of IT Service Desk (Helpdesk) experience supporting an end user community. Components of this experience should be made up of desktop/laptop support or rollout, telephone end user support and general computer systems configuration. Our BD environment consists of Microsoft Windows2000, Notes Email and Workflow Applications, and Nortel Meridian Telephone Systems.
- Past experience with Customer Service and/or dealing with the public in a service capacity.
Educational qualifications should include two or more of the following;
- College Diploma in one of; IT Technology, Telecommunications/Datacommunications, or Systems Analysis
- Microsoft Certified Systems Administrator (MCSA)
- A+ Certification
- IT Infrastructure Library (ITIL) Fundamentals Certification.
Important skills for this individual include;
- Priority Setting
- Approachability
- Customer Focus
- Teamwork
- Process Management更多精彩文章及讨论,请光临枫下论坛 rolia.net