Client Support Clerk - Canada

Location: Mississauga, ON
Company Name: ISM Canada

Working with ISM will work wonders for your career!

Working in technology today takes skill, expertise, a strategic mind and creativity. At ISM Canada, we believe in life-long learning, we value change leaders, and we are a dynamic business in a state of constant evolution. Technology is changing the world…come to ISM and get a front row seat!

ISM Canada is always looking for great people! If you’re interested in working with leading-edge technologies, passionate about customer excellence and coming up with innovative business solutions, then we may have the career for you!

We are looking for a qualified person to join one of our Deskside Support Services teams based out of Victoria, BC.

The Client Support Clerk monitors the IMAC perform queue throughout the Province in the established ticketing tool for tickets assigned directly to this position. Tickets received to be actioned will consist of requests to install basic
software and to move various types of hardware.

As this is an auxiliary position, it is temporary in nature and dependent on work and/or departmental budget being available.

This is an open posting which will allow for assessments to be conducted and offers made during the posting period. Job description: ACCOUNTABILITIES

• Install Standard Products or sub components of Standard Products
• Must regularly lift machinery, tools, supplies and equipment weighing up to 20 kg.
• unpack and set up hardware components and connect to the power receptacle and to the LAN jack within the Client User’s office or workspace and test the device
• move and prepare for disposal, according to Client direction all packing materials and other associated trash to the mutually agreed designated location within the Facility;
• Update the status of the IMAC Services through to completion within IBM’s service request system
• Perform password resets and update IBM’s service request system accordingly
• Monitor the CAPMAN mailbox
• Update Fast Schedule Planner with unplanned absences, OT shifts and other data entry within the system

FINANCIAL RESPONSIBILITY
No financial responsibility.

DIRECT SUPERVISION
No direct supervision.

PROJECT/TEAM LEADERSHIP OR TRAINING
No team leader/training responsibilities. Job qualifications: Mandatory Experience, Education and Training Requirements
1. High school diploma and one year customer service support experience, education and/or training
2. Experience in the following:

• Providing information or services to customers in a high volume, fast-paced environment.
• Operating standard office equipment including computers, photocopiers, facsimile machines, printers

and multifunction devices.

• Dealing with a variety of tasks and situations simultaneously while remaining calm, effective and professional

ASSESSMENT CRITERIA
Essential Knowledge, Skills and Abilities Requirements Knowledge:

Information Systems/Business Technology

• A basic understanding of computer equipment, hardware and software including information management.

Skills/Abilities:

Communication

• Communicate effectively, both orally and in writing, by providing and obtaining information clearly,

correctly, concisely, completely, logically, in a timely manner to the appropriate designated departments.

Interpersonal Communication

• Establish and maintain productive and co-operative working relationships with a variety of individuals

and groups to provide a service, meet company objectives and contribute to a variety of plans and
initiatives.

• Deal with demanding and frustrated individuals or groups at various levels within and outside the

organization effectively, remaining focused on outcomes and responding appropriately to obtain and provide
information to clarify issues and hand off to the appropriate department.

• As a member of a team, contribute to group objectives and enhance output in a team environment

through co-operation and interaction, active and full contribution, acknowledging diverse opinions, and
working towards consensual solutions

• Adhere to the highest standards of professionalism, discretion and respect for confidentiality.

Organization

• Manage one’s own fluctuating workload effectively, efficiently, and independently, achieving results

within determined timeframes and taking into consideration changing priorities while sharing significant
issues with colleagues and supervisor.

Research, Analyze and Investigate

• Assess problems and situations, refer to applicable policies and guidelines, identify practical and creative options and develop and/or recommend appropriate courses of action in a timely manner.

Information and Records Management

• Process, store, and track records and information accurately and effectively, in a timely manner,

and in accordance with stated objectives of the task at hand.

Information Systems and Business Technology

• Use computer technology to ensure high level of efficiency in accomplishing stated objectives.
• Operate a variety of standard office equipment such as computers, and multi-functional devices.
• Proficient in use of computer software such as Microsoft Excel, Word, and Outlook

This role may involve working with technology that is covered by US and/or Canadian Embargo Export Regulations; therefore all applicants will be subject to additional security screening requirements.