Service Desk Technician - Levell II

The Service Desk Technician - Level II at Tecsys is responsible for resolving escalated service desk requests, ensuring optimal system operations. Key duties include analyzing incident trends, providing Level I support during high request volumes, and documenting all processes. This role also requires building relationships with customers and contributing to knowledge bases, making it essential for efficient operations.

To qualify for the Service Desk Technician - Level II role at Tecsys, candidates need an MCSE certification along with an AEC diploma or a Bachelor’s degree in computer science. A minimum of three years of experience in administering Microsoft-based PC environments is required, along with familiarity with tools such as ServiceNow and Microsoft Intune. Fluency in both English and French is also essential.

The Service Desk Technician - Level II plays a crucial role in supporting Tecsys’ mission by ensuring reliable IT services that enable seamless business processes. They identify and resolve recurring issues, optimize service desk operations, and enhance user satisfaction, which all contribute to improving the supply chain solutions we provide for our healthcare partners.

At Tecsys, the work environment is digital-first, promoting remote work while supporting collaboration in our offices. This flexible setup fosters an innovative culture where you can effectively perform your duties as a Service Desk Technician - Level II, engage with colleagues, and contribute to a welcoming atmosphere that values diverse perspectives.

Candidates for the Service Desk Technician - Level II at Tecsys should be familiar with Microsoft products, including M365 suite and Azure cloud services, as well as tools like ServiceNow for ITSM processes. Experience with Microsoft Intune, JAMF for Apple management, and various remote support tools will be valuable in ensuring efficient operations in this role.

When addressing your experience with Microsoft Intune, it’s beneficial to highlight specific projects you've worked on that involved mobile device management or application deployment. Sharing quantitative metrics, such as how you improved deployment times or reduced support calls, can strengthen your response.

When discussing your approach to escalated service requests, explain your process for assessing the situation, gathering information, and utilizing diagnostic tools. Providing a specific example of how you resolved a complex issue can demonstrate your expertise and problem-solving skills.

To answer this question, share the variety of approaches you use to stay informed, such as attending conferences, participating in webinars, or subscribing to industry publications. Highlighting how this ongoing learning has benefited your previous roles can also showcase your commitment to professional growth.

In answering this question, focus on your communication skills and willingness to understand the users' needs. Describe how proactive follow-ups, listening to feedback, and tailoring your communication style to different users have led to lasting professional relationships in your previous roles.

When providing an example of a complex issue you've resolved, structure your answer using the STAR method (Situation, Task, Action, Result). Emphasizing your critical thinking and troubleshooting methodologies will highlight your adaptability and technical skills.

In response to this question, mention the methodologies you use, such as the Eisenhower Matrix or Kanban principles, to prioritize effectively. Illustrate this with a real-world example where prioritization led to improved service levels during peak times.

Discuss your hands-on experience with ServiceNow, detailing how you’ve utilized different features such as incident management, problem management, or reporting. Including examples of how you’ve streamlined processes or enhanced user interactions will showcase your proficiency.

When discussing knowledge documentation, emphasize your belief in its importance for operational success. Explain how you’ve contributed to knowledge bases and how this has empowered users to resolve issues independently, ultimately reducing workload for service staff.

Share how your understanding of ITIL frameworks has helped you create better service processes. Provide examples of how applying ITIL principles led to more efficient incident resolutions or enhanced service management in your previous roles.

In answering this question, discuss how you monitor service performance and track metrics related to SLAs. Provide examples of how you’ve addressed potential SLA breaches by proactively implementing strategies to enhance service capabilities.