The Service Desk Specialist is responsible for providing first call technical assistance and support to Mark Anthony employees related to computer systems, hardware, or software. They are also responsible for providing excellent customer service and communication skills to employee inquiries, running diagnostic programs, isolating problems, and determining and implementing solutions with a defined scope of support.
What you will do:
- Deliver exceptional customer service, communicating effectively to resolve wide range of IT issues.
- Open, monitor and dispatch tickets, meeting service expectations and providing quality solutions.
- Ensure all incidents and requests are documented and appropriate resources are engaged in the resolution of incidents/requests.
- Answer and resolve first (basic) level inquiries regarding software and hardware, copiers, phone system, and mobile devices.
- Set up and manage user accounts in network, ensuring appropriate access and security.
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What you will bring:
- Minimum 1+ years of previous help desk or related experience.
- Experience with ServiceNow.
- Proven knowledge of basic hardware and software including familiarity with Windows 10, Mac OS, MS Office Suite (O365) required.
- Solid understanding and experience with Active Directory and Microsoft Exchange required.
- Knowledge of various remote-control applications, TeamViewer, WebEx, join.me, etc.
- Knowledge of Freshcaller is a plus
- Certification ITIL V3 or ITIL4 Foundations
- Excellent Customer Service skills
- Excellent communication skills
- Ability to explain technical information to non-technical users in a clear and concise manner.
- Analytical skills to diagnose and resolve issues effectively.
- Ability to think critically and provide creative solutions to technical problems.
Education
- Degree or equivalent experience preferred.
Mark Anthony Group is an equal opportunity employer. We encourage applications from individuals of all backgrounds who are eligible to work in Canada.
We thank all candidates for their interest in MAG and we will reach out to those candidates that are under consideration. If you are contacted for an interview and require accommodation during the recruitment process, please contact your recruiter.
At Mark Anthony, we live by our 5 Core Values every day:
Sense of Urgency
Our business moves fast and so do we. We understand the power of now. We have relentless drive and believe if it can be done, we're the ones who will do it first.
Authenticity
We need to stay real because our brands, our stories and our culture must remain genuine to thrive. When we have the best intentions for all, we create space to be our whole selves and do great things together.
Simplicity
Our lives are complicated enough. So why use 50 words when you can use 5? We thrive in ambiguity and change, but we also know how to translate our goals into simple explanations and actions.
Humility
Egos distract us. When we're humble, we're open to listen, take feedback and change direction quickly. We're here for each other, and together we do great things.
Trust
We respect and rely on each other. Trust is the backbone of our relationships, and we work hard not to break it. This level of trust allows us to be all-in and take comfort in the support of our teams.