This role is a full-time permanent position on-site in Jansen Mine Site, Saskatchewan

Reasonable relocation assistance will be provided

About CSC:

BHPBilliton, the Global Resources Company is one of CSC's major customers for IT Services and Consulting. One of our contracts is with BHP's DIiamonds & Specialty Products ("D&SP") customer sector group, which has recently moved its headquarters to Saskatoon, Saskatchewan. BHP's principal interests are in the Ekati Diamond Mine and a massive long-term investment in developing mines in the Saskatchewan Potash basin. CSC manages production IT services for D&SP and provides consultancy services to the Potash projects.

CSC's business with D&SP is growing significantly so we have new positions available in project management and IT engineering roles. We are also seeking to relocate three existing senior roles to Saskatoon. These roles are currently filled by remote or commuting staff.

CSC, a NYSE-listed company headquartered in Falls Church, Virginia, USA, and three other major offices in Australia, Asia and Europe, has approximately 98,000 professionals serving clients in more than 90 countries. For more than 50 years, CSC have developed smart, technology-enabled solutions to solve our clients' toughest challenges, demonstrating a commitment to excellence and a passion for exceeding expectations. Currently CSC has a limited presence in Western Canada, but with our strong natural resources industry credentials and with the booming economies of Saskatchewan and Alberta, we are actively pursuing business in the region, with our BHP business serving as a base.

Successful applicants can expect a challenging role in an expanding environment, while living in the expanding cultural center of the prairies.

Description:

• Answers help desk telephones for account(s) and responds to complex customer inquiries to ensure customer needs are met.

• Assists the customer in resolving highly complex technical problems on a primary account by providing guidance regarding software and hardware problems.

• Oversees follow ups with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.

• Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.

• Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved. Recommends changes to policies and procedure to streamline operations.

• Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates.

• Provides leadership and work guidance to less experienced personnel.

Basic Qualifications:

• Experience with solving computer-related problems

• Experience working with company escalation policy

• Two or more years of technical training

• Eight or more years of technical or customer support experience

• Experience working with company products and operating systems

Other Qualifications

• 3+ years experience hardware and software support including Windows 7 and antivirus support

• 2+ years experience supporting enterprise desktop environment

• 3+ years experience supporting computer systems in corporate computing environment

• Canadian Citizenship is required

• Strong interpersonal skills for interacting with team members and clients

• Strong communication skills

• Strong organization and time management skills

• Strong analytical and problem solving skills

• Strong leadership skills to guide and mentor the work of less experienced personnel

• Ability to work in a team environment