Service Desk Specialist

Description:

The Service Desk Specialist is one of the primary IT support contacts for users, across the country, for the Canadian Cancer Society. Located in Montreal, this position provides both national front-line and second level service to our customers by, answering inquiries, fulfilling requests and working remotely as part of a multi-location, national IT team to resolve issues.

Additionally, the Service Desk Specialist supports the information technology of the organization by providing assistance with; installing, diagnosing, repairing, maintaining, and upgrading all supported systems to ensure optimal performance. Supported systems includes but are not limited to, the desktop environment, printers, copiers and similar devices, telephony services and equipment as well as LAN equipment (excluding core switching, WAN and Data Centre operations). This is to be achieved in a timely and accurate fashion, while ensuring all effort is properly documented using the provided ticket management tool.

The core hours are Monday to Friday during business hours. The role requires availability for on-call support during a rotating schedule from time to time that is compensated.

What You’ll Be Doing

Customer Service and Support

As part of the Service Centre team, provide a single point of contact for the triage of all IT related incidents.
Serve as liaison between user community and the technology department to resolve issues.
Create, update and manage customer Incident and Service Request tickets, ensuring timely and accurate communication and completion.
Service Request fulfilment, working with other IT Team members, as well as other business groups, to provide services to our customers.

Desktop Support For

Active Directory User Management (e.g. User account creation and maintenance).
Office 365 account and access management.
Desktop and associated hardware (e.g. PC, printers, copiers, etc.).
Desktop software (e.g. Microsoft OS and productivity software, internally developed applications, etc.).
Telephony systems (Ring Central, Mitel 3300, Avaya/Nortel BCM systems, Bell Alliant UC, etc.).
LAN Connectivity (Basic knowledge of core switching, WAN and Data Centre operations, wireless).
Remote and onsite support to offices across Canada.
Vendor management for various managed services such as telephony.

Ticket Management

Full documentation of all effort required to resolve identified incidents.
Management of all created incident ticket to ensure accurate and timely handling and proactive communication and updates to users.
Ongoing analysis of Incident tickets to identify chronic and problem issues.
Proactive escalation of Incidents where needed to ensure timely action on tickets.

Change Management Fulfilment

User management (e.g. user access management and maintenance).
Computer and other technology purchasing, setup and deployment.
Basic telephone setup and installation.
Inventory management by individuals and offices (ensuring all changes are properly updated in our inventory system).
License tracking of all purchased applications.

Preventative Maintenance

Patch evaluation, testing and deployment.
Software updates.
Desktop Image Maintenance (MDT/WSUS/SCCM).
Antivirus monitoring and updating.
Other desktop preventative maintenance task (e.g. defragmentation, drive space monitoring).

Reporting and Analysis

Hardware and Software Inventory Management reports published quarterly.
Participate in process improvement exercises.
Provide incident analysis and problem identification based on Service Desk ticket reviews
Assist with the creation and publishing of Service Delivery Reports (e.g. SLA, Uptime and compliance reports).
Participate in major incident and root cause analysis meetings and discussions.
Participate in process development and implementation.
Participate in the capacity planning process as it relates to Desktop.

Product Evaluation

Evaluation and identification of desktop and associated hardware for future deployment.
Desktop image creation.
Desktop software evaluation.

Professional Development

2.5 hours of the work week are allocated for professional development
Contribute to our culture of diversity, inclusion, belonging and equity (DIBE) by ensuring that all staff feel represented, valued, and heard across all aspects of their identity, including gender, age, religion, ethnicity, nationality, race, and sexuality.
Other duties as assigned

Qualifications

2 or more years’ experience working in a structured technical customer service environment, providing IT support via telephone and email (Experience in an ITIL based environment preferred).
2 or more years’ experience working with desktop computers, supporting Windows environment (Win10/Server 2012+).
Working knowledge of Active Directory, O365 administration and user management, LAN configuration and protocols and basic knowledge of WAN topology.
Experience with ticket tracking system(s).
Ability to manage multiple demands with time-related constraints in a fast-paced environment. 
Make decisions and recommendations requiring analysis and interpretation within established procedures.
Excellent analytical and problem-solving skills.
Strong interest in participating in process improvement.
Strong time management skills and ability to prioritize tasks.
Excellent communication skills, ability to effectively and calmly liaise with clients and IT team members to facilitate service delivery.
A valid driver’s license and possession of a vehicle is considered asset, as some travel to the local office will be required
Bilingualism (French/English) is required due to the organization’s nationwide operations and the need for effective communication across various regions.
Others may apply