LAN Helpdesk – Tier 1

Full time @TCS posted 2 days ago in Information Technology (IT)
  • Newmarket, ON View on Map
  • Post Date : March 30, 2025
  • Apply Before : April 15, 2025
  • 0 Application(s)
  • View(s) 1
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Job Detail

  • Job ID 7199
  • Experience  Less Than 1 Year
  • Qualifications  Degree Bachelor
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Job Description

“Our Service Desk combines customer service and technical support to ensure our client’s telephony and technology infrastructure support needs are met.

The LAN Helpdesk – Tier 1 role provides the first level of support for our clients. The expectation is that the majority of incidents are first call resolution, being resolved either remotely from our Network Operations Centre or onsite at cusotmer locations.

This position is customer-facing and requires a customer service, technical support and consulting mindset where supporting business solutions and customer service are the primary focus. This position will interact with all levels of our clients. The success of this position depends on strong customer service, strong technical and analytical skills, effective documentation, and excellent communication skills. CUSTOMER SERVICE RESPONSIBILITIES:

Respond to and log all inquiries received from clients via telephone, email, or web site within the Ticketing System
Go to customer site’s for adhoc or presheduled maintenance visits
Respond to all alerts received from monitoring tools and document all actions within the Ticketing System
Maintain detailed documentation and update tickets for all incoming support requests
Keep well documented and updated case notes on all tickets
Provide communication to clients on outstanding ticket status within SLAs
Identify, analyze, troubleshoot and resolve client service requests
Work as a team member to collaboratively resolve client requests and technical issues with other team members, partners and vendors
Participate in group discussions, meetings and company staff meetings and events
Dress appropriately for all activities performed on behalf of the company
TECHNICAL RESPONSIBILITIES:

Provide first level technical support including troubleshooting basic issues with LAN technologies including PC issues, AD support, DHCP support, Server issues, O365 issues, email issues, etc. as well as completing client requests for password and user account administration based on documented procedures
Manage multiple cases at one time
Ask and gather pertinent business and technical questions during incident management and accurately record in ticketing system
Properly escalate tickets to a higher level of support as necessary including service that exceeds skill level, reasonable repair time or any other issue that could impact customer satisfaction
Create and maintain client-related documentation”

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Required skills

Customer service DHCP LAN Microsoft Office Windows

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