IT Service Desk Representative
Job Number:
0905378
Description
Research In Motion Limited® (RIM)® is a world leader in the mobile communications market and has a history of developing breakthrough wireless solutions. RIM's portfolio of award-winning products, services and embedded technologies is used by thousands of organizations around the world and includes the BlackBerry® wireless platform, the RIM Wireless Handheld™ product line, software development tools and software/hardware licensing agreements. RIM is seeking driven individuals who can take our wireless data products to the next level in the global wireless market. Are you ready to make a difference in the world of mobile communications with RIM?
POSITION SUMMARY
The IT Service Desk Representative role is responsible for resolving or escalating RIM employee incidents throughout their lifecycle from submission/detection to fulfillment/resolution in a fast paced and busy environment.
RESPONSIBILITIES
Primary duties include technical triaging, providing status updates and communications to management and end-users and acting as the IT Single-Point-of-Contact for customers to ensure they maintain maximum productivity. To accomplish these duties the incumbent will process emails, calls and interact directly with in-person walk-up requests. The successful applicant will install, upgrade and troubleshoot problems with Microsoft Windows, Office, Exchange, Active Directory, as well as BlackBerry and VPN; maintain password and data integrity of various systems; install, configure, troubleshoot and repair laptops, handhelds and other hardware peripherals. She/he must be able to work 12 hour shifts in a rotational 24/7/365 environment.
Qualifications
ESSENTIAL SKILLS AND QUALIFICATIONS
- Post-Secondary Diploma in a related IT Field or equivalent experience required
- Previous technical customer service experience troubleshooting Microsoft Windows products (Windows XP, Vista) as well as Microsoft Office (2003, 2k7) are required
- Knowledge of computer and laptop hardware components and experience diagnosing and troubleshooting both hardware and software issues
- Experience with Active Directory and Exchange administration required
- Demonstrated proficiency in a broad range of IT activities as well as the ability to collect and organize information
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Ability to apply resourcefulness, research and problem solving skills to resolve complex issues
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Superior time management and multitasking skills are needed to succeed in the fast paced and busy environment
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Strong Interpretative and decision making skills are required
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Requires interpersonal, written and verbal communication skills to effectively communicate with others
- Previous VPN and BlackBerry troubleshooting experience preferred
- Previous experience with a support ticket tracking system preferred
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Proven ability to follow policies / procedures, fulfill project initiatives, manage tasks of both self as well as others and provide reporting as required
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Ability to relate to all levels of Management
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Ability to work well independently and in a team environment
If you're driven to take wireless technologies to the next level, it's time you join the team at RIM. We offer a challenging environment that fosters creativity and rewards excellence. Employees also have use of our award winning BlackBerry!
© 2009 Research In Motion Limited. All Rights Reserved. The BlackBerry and RIM families of related marks, images and symbols are the exclusive properties of Research In Motion Limited. RIM, BlackBerry, "Always On, Always Connected" and the "envelope in motion" symbol are registered with the U.S. Patent and Trademark Office and may be pending or registered in other countries.
© 2009 Research In Motion Limited. All Rights Reserved. The BlackBerry and RIM families of related marks, images and symbols are the exclusive properties of Research In Motion Limited. RIM, BlackBerry, "Always On, Always Connected" and the "envelope in motion" symbol are registered with the U.S. Patent and Trademark Office and may be pending or registered in other countries.
Research In Motion is an Equal Opportunity Employer.
Job
: Information TechnologyPrimary Location
: Canada-HalifaxSchedule
: Full-timeHire Type*
: Experienced (Regular)Travel
: NoRelocation*
: Not Available
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