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Service Desk Specialist
4 weeks ago
About the Role: We are looking for an enthusiastic and technically skilled Service Desk Specialist to join our IT support team. The ideal candidate will bring a solid understanding of service desk operations, demonstrate hands-on troubleshooting abilities, and deliver an excellent end-user support experience in a fast-paced, 24×7 environment. This role is well-suited for professionals with 6 months to 1 year of experience in IT support who are eager to grow their career within enterprise IT service delivery. Key Responsibilities: Provide first-level technical support for end users across hardware, software, and network-related issues. Handle incidents and service requests using ServiceNow in line with defined SLAs. Perform PC troubleshooting for hardware and operating system issues. Manage and update Knowledge Base articles , ensuring accuracy and usability. Generate basic reports from ServiceNow to track ticket trends and performance metrics. Support AWS Connect and IVR management , ensuring proper call flow and user routing. Escalate complex issues to Level 2/3 teams while maintaining ownership until resolution. Participate in team meetings, shift handovers, and continuous improvement initiatives. Provide on-site support and ensure workplace technology (workstations, peripherals, etc.) functions optimally. Required Qualifications: 6 months to 1 year of experience working in an IT Service Desk or technical support role. Strong technical skills in PC troubleshooting (hardware/software). Working knowledge of ServiceNow , AWS Connect , and IVR systems . Excellent customer service, communication, and problem-solving skills. Fully bilingual (English and French) – written and verbal. Willing to work on-site (five days a week) and support a 24×7 rotational schedule . Preferred Certifications: ITIL v4 Foundation – preferred. CompTIA A or TIA certification – preferred. Additional certifications in Windows or customer service support will be an asset.
