Deskside Service Representative

Procom is a leading provider of professional IT services and staffing to businesses and governments in Canada.

With revenues over $500 million, the Branham Group has recognized Procom as the 3rd largest professional services firm in Canada and is now the largest “Canadian-Owned” IT staffing/consulting company.

Procom’s areas of staffing expertise include:
• Application Development
• Project Management
• Quality Assurance
• Business/Systems Analysis
• Datawarehouse & Business Intelligence
• Infrastructure & Network Services
• Risk Management & Compliance
• Business Continuity & Disaster Recovery
• Security & Privacy

Specialties• Contract Staffing (Staff Augmentation)
• Permanent Placement (Staff Augmentation)
• ICAP (Contractor Payroll)
• Flextrack (Vendor Management System)

Deskside Service Representative

 - On behalf on our client in the Oil and Gas industry, Procom Services is looking for one Deskside Service Representative (DSR) provides consistent, high quality service ensuring a positive client experience when using IT services. The DSR is responsible for communicating and assisting clients with IT related issues and requests, including hardware and software, mobile devices, remote access and meeting/conference rooms.

Deskside Service Representative Job Details

• Provide effective support to the company environment, including (but not restricted to) the following tasks:
• Assist clients with IT related issues by either visiting their desk or by using remote tools
• Perform hardware and software installs, move add and changes (IMAC)
• Remedial training for end users
• Troubleshooting hardware and software issues on workstations, laptops and personal technology devices running Windows and Apple operating systems
• Support and configure Operating Systems (Vista, Windows 7, Mac, iOS)
• Support COTS (MS Office 2010, MS SharePoint, Webex, Internet Explorer) and business specific software
• Support and configure Mobile Devices (iPhone, iPad)
• Support stand alone and network printers, including print queues, if required
• Meeting/Conference Rooms
• Supporting conference room audio and video equipment Pre-meeting and in-room conference room testing and support of audio / visual equipment as needed
• Onsite support of internal and external meetings and Events
• Collaborate with Service Delivery Representatives (SDR) on tickets which are close to breaching SLA to ensure action is taken
• Hands and eyes support for on-site server and network devices, if required
• Invoking other necessary key processes (e.g. Incident, Change) with defined input
• Assist in developing operational standards/procedures
• Identify and recommend of areas of possible improvement and automation
• Partake in small projects and tasks, if required
• On-call availability, if required

Deskside Service Representative Mandatory Skills

• 3+ years experience in IT Desk Side Customer Services
• Must communicate clearly, courteously and professionally (both verbal and written)
• Installation and working knowledge of a variety of software applications and ability to learn in house applications
• Strong skills associated with bridging technical problems that cross functions, such as understanding cause and effect and root cause relationships for complex IT problems
• Knowledge of Windows networking fundamentals including routing, TCP/IP, DNS & DHCP
• Familiarity with emerging end user technologies (i.e. Phones, iPads, Android based phones)
• Windows Vista and Windows 7 experience
• Proficient with Office 2010
• Must have a “can do” attitude
• Strong knowledge of supporting services and all that it entails (client, delivery, etc.)
• Excellent multi-tasking and organizational skills
• ITIL V3 Foundation awareness
• Experience working within a multi-vendor sourcing environment and interacting at all management level with various internal teams
• Proven knowledge of and adherence to information sharing and best practices

Deskside Service Representative Nice to Have Skills

· Some experience working in an Oil and Gas environment would be nice to have

Deskside Service Representative Start Date

February 2016

Deskside Service Representative Assignment Length

6 month + Contract

All your information will be kept confidential according to EEO guidelines. Please send your resume in Word format only.