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IT Customer Service Representative – #2021-7052 (reqID)

Dynacare

This is a Contract position in Brampton, ON posted January 6, 2022.

Description

Position at Dynacare

Dynacare is looking for Information Technology Customer Service representative to join our team in Brampton, Ontario. This is a full time, permanent role, reporting to  Manager, Support Services

 Summary:

The IT Customer Service Representative shall act as a primary user contact to provide centralized logging and issue resolution of all day to day problems and service requests. Responsible for the administration of the Service Desk application. He/She is responsible for user communication regarding status of problems reported, service requests and service interruptions for everything related to end user supports and desktops.

 

Responsibilities:

  • Provide first level technical support of existing information systems locally and remotely. This will include the ability to travel to remote locations if required. 
  • Responsible for technology software and hardware troubleshooting and support including equipment installations, relocations, repairs, pro-active maintenance and tasks as required. This includes contacting appropriate service personnel and follow-up as required. Update tickets and troubleshoots hardware and/or software with suppliers as required.
  • Advice instruct and train staff on the proper operation of hardware and software.
  • Maintain and update technical support and its related processes documentation
  • Special project work, as requested by the management 
  • Recognize and escalate all priority issues with potential to exceed established service levels to the Manager
  • Administer Service Desk application and ensure integrity of user, log and inventory data
  • Manage service calls, create, escalate and troubleshoot appropriately based on priority and business impact.
  • Develop and ensure sustainability of processes and procedures for the physical inventory and database of all hardware, software, equipment and parts.
  • Responsible for Asset Management and Inventory Management
  • Responsible for problem management and documentation.
  • Other duties as assigned by management

 Must Have:

  • Good understanding of the Laboratory operations and company (data and voice) infrastructure
  • Strong knowledge of Windows based systems
  • Good knowledge of basic data processing principles, standard office applications
  • Basic knowledge of Local Area Network and Wide Area networks.
  • Good understanding of IT infrastructure
  • Knowledge of ITIL best practices is an asset
  • Post-Secondary Education   
  • Diploma in computer Science or equivalent certification/degree required
  • Bilingualism (English and French) is a plus
  • 1-2 years of related experience
  • A+ and Network+ a plus
  • MCSE and CCNA certification a plus

 Other skills:

  • Excellent troubleshooting skills
  • Require good knowledge of basic data processing principles and standard office applications
  • Good knowledge of Local Area Network and Wide Area networks
  • Strong understanding of LIS report and print routines
  • Ability to work in a fast paced and rapidly changing environment
  • Solid organizational, multi-tasking capability and prioritization skills
  • Strong verbal and written communications skills
  • Strong understanding of technology and how it works.

Nice to Have:

  • Ability to think on their own feet and do problem analysis
  • Ability to handle conflict and conflict resolution
  • Ability to facilitate process buy-in from staff
  • Ability to find innovative solutions by interacting with other team members
  • Ability to manage the occasional stress that comes with coordinating multiple high priority problem resolution and service demands
  • Strong verbal and written communications skills


 DNA of an Ideal Dynacare Employee

 I make a difference in people’s lives.  I am a caring, collaborative team-player who is passionate about quality and continuous improvement.

 Caring – I demonstrate strong empathy and genuine concern for my colleagues, patients and customers

  • Collaborative Team Player – I know I play a key role in helping the Dynacare team achieve success. I am comfortable in a changing environment, and I can easily manage multiple priorities.
  • Passion for Quality and Continuous Improvement – I am always looking to learn and solve problems.  I am detailed oriented, adaptable and find ways to make things better.

 Dynacare has been a “Top Employer” for many years and there is a reason why. We are a great place to work. 

 At Dynacare, we’re proud to hire the best people. If you are looking for a meaningful career where you can support healthy lives with commitment and care – we would like to meet you. To apply for this position, you will be asked to submit your resume and complete the application process.

 If your qualifications and experience fit with this position, we will contact you to learn more. We offer competitive pay and great benefits, along with the opportunity to grow and thrive with a dynamic, successful company. We hope you will join us in our journey to become Canada’s health and wellness solutions leader.

 Dynacare is proud to be an equal opportunity employer committed to the attraction, selection, advancement and fair treatment of all individuals. We believe that our diversity is our strength so we employ a diverse workforce and respect the needs of all our employees.

 In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and the Dynacare Accommodation Policy a request for accommodation will be accepted as part of the Dynacare hiring process