Service Desk Representative
Coreio
Toronto, ON
Overview:
Coreio Inc. is a leading Toronto-based IT services provider that delivers IT Infrastructure and Operations solutions for enterprise-scale companies across North America. We build on our 35-plus year history as a strategic partner, and apply our experience as in-house IT experts, to help our clients solve complex business and technology issues, so they can focus on what they do best.

Job Summary:
This role requires sound knowledge and experience on end user technologies specifically with O365, and various hardware, ability to triage incidents thoroughly utilizing internal knowledge base as well as external resources. The team will take turns to provide after hours on-call support.

The successful candidate will provide supplemental assistance to other Service Desk teams as required or could be asked to rotate to other roles within Service Desk.

Act as 2nd Level Support for client requests/issues: Resolve client inquiries in a timely manner; minimize client impact by resolving incidents on first contact as much as possible, and engage 3rd level team if required. It is essential to provide proper ticket documentation in triage steps or root cause to facilitate theme/trend analysis for continuous improvement.
Meet and Exceed KPIs consistently. Handle and aim to Resolve all Assigned Tickets efficiently and with utmost care to Quality of Service: Target is to resolve incident tickets within 24 hours, tickets requiring longer resolution will require proactive follow-through with clients
Global Service Desk Collaboration & Documentation: Collaborate actively with service desk peers (through email, group Chats, etc.) and work to raise the overall technical proficiency of the team and consistency of the team service through sharing of knowledge. Technical writing to capture experience and steps in knowledge base is critical to the success of consistency. Partner with Team Lead and Manager to promote a high performing team oriented environment that is instilled with a culture of quality and customer service that exemplifies the firm's Guiding Principles
Be adaptive to Changes as Service Desk evolves: Undergoing a major overhaul of end user technologies through implementation of O365 suite. The implementation will introduce new control principles, processes and workflow where input from all team members are critical to refine the process and practice.

Position Requirements

3-5 years of IT service desk experience in a financial services environment preferred
Ability to deliver a consistent level of customer service across the team
Excellent written and verbal communication skills
Solid Software/Hardware Asset Management experience. Asset Management tool experience.
Imaging software experience – SCCM, Altiris, etc.
Experience in working with MS Active Directory, O365 suite (Exchange Online, Skype, OneDrive, Intune, etc.,), mobile devices, VPN/network and various end user software is a must
Access Management experience a must (AD, Folder permissioning, etc.)
Solid ITSM Tool experience (preferably ServiceNow).
Reporting capabilities – excel, pivot tables, vlookups, charts, data analytics, etc.
Experience in technical writing for creating and maintaining concise Knowledge Base articles.
Ability to create flowcharts/presentations to present improvements to create efficiencies.
Coreio is an equal opportunity employer and values diversity in its workforce. Coreio encourages applications from all qualified individuals and will accommodate applicants' disability-related needs, up to the point of undue hardship, throughout all stages of the recruitment and selection process. If you require a disability-related accommodation in order to participate in the recruitment process, please contact the Human Resources team by email at careers at coreio.com.

Visit www.coreio.com for more information.