Service Desk Representative Co-Op May 2020

LoyaltyOne - Toronto, ON (30+ days ago)

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At AIR MILES, we bring our brand essenceto life by being…Energeticallydelightful:Makinglife more fun with little surprises and big discoveries Enjoyablymotivational:Inspiringdaily progress through lively reinforcement and a collaborative community Personalvalue:Delivering value Collectorscan use for big goals or daily indulgences Refreshinglysmart:Understanding,anticipating and staying a step ahead of Collectors’ needs About us Today, there are more waysthan ever to engage shoppers. At AIR MILES, we believe that understanding thepeople behind the purchase is key to winning their hearts – and their wallets.For over two decades andfrom more than fifty locations around the globe, we have paired expertise inshopper behaviour with advanced analytics to uncover the data-driven insightsthat drive successful loyalty, marketing and merchandising solutions.At AIR MILES, we knowthat in coming together we are at our strongest – and that together we canhelp shape the future for our clients, their shoppers and our communities. For more information, visit: AIR MILES is dedicated to enriching the careers and lives of ourassociates which is evident by the following on-site amenities, including: · Open concept and casual relaxed attire within the office· Free on-site coffee, beverages, fruit & snacks· If you prefer Apple products, we are here to help· Subsidized café providing healthy food options· On-site gym with complimentary classes· Games room, outdoor terrace, mini-putt, ping-pong, shuffleboard &Foosball· High impact role with interesting challenges· Flexible hours and strong work life balance· Free shuttle bus from Union Station· Inclusive events for co-ops, sports games, nights out & more!· Internal co-op mentoring program· One of the highest performing companies in the market (NYSE: ADS)· The ability to work in an open concept environment with no assignedseating· Companywide volunteer event and charitable matching donations About the RoleAIR MILES is seeking a 2nd or 3rd year undergraduate student interestedin working in a dynamic Canadian-headquartered corporation within IT. The primary responsibility of the IT Service Desk Client ServiceRepresentative is the administration of on-boarding and off-boarding ofAssociates. Providing technical support for all incoming requests/incidents via phone and e-mail for all end users (Toronto, Mississauga, Montreal, Calgary, India and remote users) Attempt to resolve requests/incidents on a FCR basis Log all incoming requests/incidents via ticketing tool Escalate to second/third level support teams where necessary Administer On-Boarding/Off-Boarding Workflows Provide first level support via phone and email Escalate to second/third level support team where necessary and provide timely updates to end users Develop "how to" documentation to be shared among immediate team and end users Job Responsibilities: User Support Phone/E-mail Severity Process Epicor Admin Remote Access Admin Ammis Admin Mobile Deploy/Support File Repository AD Admin Workspace Extracts Availability Metrics Network ID Admin Distribution/Mailbox Creation Spectrum UI Access File Share Drives/Folders Printing Access Set Up Work@Home Support (CC) Altiris Deployment User Support On-Site Smarts Monitoring Hardware Deployment SAS ID Creation Partner Portal ADMIN Level 3 Conference Admin Flexible Work Support

Required Skills

Currently in the process of obtaining a University Degree

Excellent communication skills, both written and verbal.

Ability to articulate solutions to end users.

Understanding of current IT trends related to end user computing.

Main Systems Tools (exposure): Active Directory, Altiris, Citrix, VPN, MS Office, Various In-House Apps (see below)