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Help Desk Specialist

VTRAC Consulting Corporation

Thank you for applying to VTRAC opportunities. Please e-mail your resume as a MS-WORD document in confidence Subject: Help Desk Specialist JOB No.8285, Attention: marar@vtrac.com or call: 416-366-2600 Ext 240

Job Order:                          8285
Position:                             Help Desk Specialist
Position Type:                  6 months Contract
No. of Positions:              1
Location:                            Toronto

Job Description: Provide first level support for technology products or applications. May also complete and verify low complexity changes and provides monitoring of key technology components.


  • Respond to client needs from multiple lines of businesses related to infrastructure and service delivery requests; resolve and/or escalate for one or more products or services, and client requests (telephone, email, web) for infrastructure support to defined service level objectives.
  • Track and/or monitor the incidents to insure a timely resolution. Responding to client requests (telephone, email, web) for infrastructure support to defined service level objectives. Tracking and/or monitoring the incidents to insure a timely resolution
  • Maintain written documentation on each contact; respond to clients; escalate complex incidents to the next level of support as required by documented procedures/policies.
  • May perform network and application infrastructure monitoring and acknowledges/escalates alerts that are generated.
  • Service Excellence–Ability to understand customer needs and expectations, provide excellent service in direct and indirect manner, and fulfill customer expectations.
  • Help Desk–Knowledge of and ability to provide effective and efficient real-time support for a variety of desk-top technology users.

Must Have:

  • Minimum of (2) years of level 1 or 2 helpdesk experience (over the phone support), client side support of Microsoft Outlook 2000/2003 (configuring profiles/how-to/delegation/MS Exchange/client connectivity troubleshooting) within recent time.
  • Potentially performing network and application infrastructure monitoring and acknowledging/escalating generated

Job Requirements

  • Must have a minimum of 1 year of continuous (same position) helpdesk experience within that period.
  • Above helpdesk experience dealt with support of clients experiencing issues with their desktops/laptops at a minimum.
  • Minimum of 1 year Blackberry devices working with BES, Citrix/VPN technology, Active Directory.
  • Certification/Training focused on customer service within past 2 years.
  • Must adhere to guidelines of providing the highest quality of service.
  • As TSC is a 24/7 operation, candidate must agree to any shift assigned with proper notification (30 days for change).

We thank all the candidates in advance. Only those candidates that are selected for interview will be contacted. For other exciting opportunities, please visit us at www.vtrac.com.


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