| Description: |
Client Support Specialist – XP Deployment
- Respond to and prioritise requests for computer-related support assistance
- Identify, and troubleshoot support issues associated with all Corporate Applications and Desktop software (i.e. Windows, Internet, Intranet, MS Office…), determining cause and resolution.
- Telecommunications-related support – Cell phones, Desk phones, PDAs
- Provide guidance and recommendations in the appropriate use of hardware and software while promoting overall client self-reliance
- Maintain records and prepare reports identifying requests for assistance, type and occurrence of problems, solutions, unresolved problems and current status
- Liase with appropriate outside organizations regarding hardware and software issues
- Prepare, maintain and update procedural, inventory and software manuals and related documentation
- Provide instruction to end users via remote control software
- Prepare and review educational materials for instructor and students by incorporating revisions, proofreading, data entry, collating, binding, preparing presentation documents
- Install, maintain, and upgrade computer software for user, patch upgrades that require manual installation
- Approximately 35 calls per day
- Between 60% to 95% first call resolution
Requirements
- Prior technical support experience
- Office 2000, Windows 2000 and Windows XP troubleshooting knowledge
- Blackberry/PDA support experience
- Able to communicate with both technical and non-technical people
- Easy going team player
- Prior Heat experience an asset
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