Job Listing - WMG

Service Desk Technician

Division: Central Services | Plant Name: Windsor Mold Malden

Location: Windsor, Ontario, Canada | Posted Date: 2022-10-03


The Information Systems (IS) Services Desk Technician is responsible for providing first level and lead contact support for users requiring assistance related to their day-to-day use of information technology, or services provisioned by IS. The IS Services Desk Technician provides general computer knowledge, support and maintenance information related to hardware and software, as well as providing incident information for investigation, new service requests, fulfilment of service requests, problem and root cause resolutions. The technician may also be involved in repair, replacement, renewal, updates and upgrades of electronic devices, software and technology in use by WMG Technologies. The Technician is efficient at communicating technical detail, as well as providing a kind and caring response environment for people that request information, or to report and resolve technical issues. The IS Services area provides frequent learning opportunities and dynamic customer service engagements using both telephone and on-line computer supports in a dynamic World Class IT environment.

Duties and Responsibilities

  • Reports to: Services Supervisor.
  • Responsible for providing first level (Tier 1) technical and knowledge-based industry standard support to WMG employees, primarily using telephone, email, on-line and remote assistance tools.
  • Monitor and follow-up on open service and incident response requests on an hourly basis during regular workday periods, and for addressing start of their workday, with processing Information or support requests received during hours when the IS Services Desk is not staffed.
  • Remote Desktop Protocol assistance support is necessary, as well as accuracy in the troubleshooting, installation and provisioning of computer user profiles, OS installs, email services, service request updating and other support services as assigned to IS Service Desk staff.
  • Assists in the research of new and evolving technologies to aid in decision-making and in the general repair of computers and peripherals, as well as other IT related hardware.
  • Depending on tasks assigned, assists in the procurement process, including reviewing quotes, coordinating with vendor support, purchase requisition warranty reviews and when requested, submitting approved orders on behalf of Information Systems and User Request Forms.
  • Assists the maintenance of IT inventory, loans of equipment or software, and in preparing reports on utilization of IT equipment and services.
  • Maintains maintenance and support contracts, including information on warranties, details of contracts and agreements for goods and/or services.
  • Knowledgeable of IT training initiatives and support for malware detection and definitions important for IT security.
  • Provides insight on the policies and procedures that govern IS activities, as well as those specific to IS Services Desk staff and user support.
  • Accurately collects and inputs data that are of technical and/or non-technical nature with the highest aptitude for completeness and accuracy in all regards.
  • Collaborates with IS to help ensure the maintenance and security of both confidential and non-confidential information, whether in hard copy or electronic format.
  • Good knowledge of industry best practices for calendaring, MS Office and email use, group notifications, and document management to assist users in supporting their job duties
  • Aids in the conceptual development of WMG consistent with ITIL, ITSM and Cobit, particularly around the information requirements of corporate structure and functioning of IS
  • Familiar with mobile device management (MDM) and smartphone/laptop use and security (e.g., smartphone handheld devices/Dell laptops and printers)
  • Experience with service level expectations in support of proactive computer incident response and support planning.
  • Understands and maintains information security requirements for access to secure or otherwise confidential information of WMG, its customers and suppliers
  • Performs other duties as assigned

  • Education – A college diploma or bachelor\\\\\\\'s degree in business or a computer related discipline is recommended, with concurrent options in either discipline. Training or experience in customer support, and/or customer service relationship management.
  • Required Experience – A minimum of one (1) year demonstrated experience in a support and services environment, preferably related to or involving computers running Windows OS, and Microsoft Office. Experience with ServiceNow software an asset. Demonstrated experience in providing individualized service to clients, with an ability to prioritize and multi-task, while maintaining a high level of accuracy in details. The candidate is required to be fluent in English, and the ability to communicate in Spanish would be an asset.