Service Desk Integrator

2 weeks ago


Ottawa, Canada TRM technologies Inc. Full time
Role And Responsibilities

Our Federal Government client requires a Service Desk Integrator to organize, plan, Analyze, Evaluate requirements with team and project authorities.

They Will Be Responsible To

  • Problem Analysis - Develop a consolidated list of all current and past user issues and categorize them according to appropriate criteria
  • Triage Problems - Analyze and prioritize the list of user issues and then assign each issue to the appropriate stakeholder for resolution. Follow-up with stakeholders to ensure responses are received within assigned timeframes
  • Communicate Status of Problem Resolution - Publish the responses to the user community in a format that is easy to search and understand the response or resolution to each issue.
  • Standardize Service Desk Supporting Processes - Create a method to continually update the list of issues as new issues arise and system changes/fixes are made that may change the resolution or response.

Qualifications and Experience

  • College diploma or university degree from an officially recognized education institution in computer science, information technology or information management.
  • A valid Information Technology Infrastructure Library (ITIL) Foundations Certification.
  • 7 years of experience as Service Desk Integrator
  • Providing service desk that supports the following service desk support options: Self Service, FAQs, Live Chat, Phone, Email, and Web Form Request
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