Help Desk - Level 3

دوام كامل في Kyndryl في Canada
نُشرت يوم February 20, 2025

تفاصيل الوظيفة

Position: Help Desk L3 Client: Federal Government Client Location: Onsite – (National Capital Region) Duration: 6 months Security Clearance: Federal Government Secret Clearance Language: English Background: Our federal government client requires the services of a Senior Help desk Specialist to assist in augmenting an existing support team providing IT support to the client organization on a first level to ensure continuation of services and functionality of internal systems. Qualifications: Valid Government of Canada Security Clearance at the level of Secret Post secondary education in computer science, information technology or information management. 7 years experience working as a Help Desk Specialist performing a variety of technical incident and problem analysis and monitoring tasks and respond appropriately to user requests and problems 7 years of experience participating in the preparation of procedure manuals and documentation for IT Service Desk use. Responsibilities could entail: Support the delivery and resolution of first level IT service requests, troubleshoot and log incidents, as well as triage and escalate to the right resource as required. Provide bilingual first level support via email, phone, and TEAMS. When able to, support the resolution of second, third and fourth level tickets, Diagnose, analyze, and recommend solutions for a wide range of hardware and software issues. Create, track, maintain and close problem tickets that provide the history of the ticket from beginning to end. Follow-up with the user and the resource the ticket was assigned to seek and provide updates on status. Develop and maintain documented procedures, training material, user guides and communication material for IT service desk use, Training and knowledge transfer to other staff Resources will be required to work in a technical environment that uses the following: - MS-Office 2016 and 365; - Active Directory; - RDP & MSRA; - BMC Remedy; - Windows 10 & 11. - ICE Bar. - Customer Service experience. #indkyn

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