End User Support - Summer Student

Responsibilities:

Reporting to the Manager, Digital Operations, the End User Support Summer Student's responsibilities will include, but are not limited to, effectively performing day-to-day operations through receiving, responding to, resolving and escalating incidents and service requests by phone, email, and online following ITSM processes. They will also perform an entry level of diagnosis and resolution to operational or technical incidents and requests.

The End User Support Summer Students will apply necessary skills at their level to diagnose and repair end user incidents as well as process requests including, but not limited to: desktops, laptops, monitors, printers, software, mobile devices and minor networking issues using established ITIL processes. This includes resolving calls within the agreed service levels and following up with the end user to ensure full functionality has been restored before resolving the ticket. As well, they must maintain a thorough understanding of end user needs and requirements while providing excellent service via remote support tools.

This position is expected to fulfill customer expectations, while maintaining corporate standards, security, confidentiality and policy compliance. The End User Support Summer Students are responsible for being the single point of contact for incidents, problems and service requests.

Qualifications:

This role requires the candidate to be currently enrolled in post-secondary education institute and the candidate be enrolled to attend in the 2025 Fall semester. Proof of enrollment will be required upon interview.

Enrollment in a bachelor's or a diploma program in one of the following areas is required:

• Computer Systems
• Desktop Support
• Network Administration
• Computer Science
• Computer Programming