Service Desk Intake Administrator

5 months ago


Toronto, Canada The Salvation Army Canada and Bermuda Full time

**Service Desk Intake Administrator (12-month contract)**

**Location: Hybrid/Remote**

**Division: Information Technology, Service Delivery**

Are you detail-oriented and organized, and have a passion for providing top-notch customer service? We are currently seeking a dedicated Service Desk Intake Administrator to join our IT Services team on a temporary basis (12-month contract). As a Service Desk Intake Administrator, you will play a critical role in ensuring that incoming queries for assistance are accurately recorded and promptly addressed.

This is an ideal role for a multitasking, people oriented individual to ensure efficient handling of incoming assistance requests, timely incident resolution, and exceptional customer service.

**What you will be doing**:

- Refer service calls to an appropriate Service Desk Technician for resolution based on existing processes
- Record, track, and document the service desk incident-solving process.
- Research solutions through internal and external knowledgebase as needed.
- Perform post-resolution follow-ups with users as required.
- Provide suggestions for continual improvement.
- Identify common problems based on their own work and discussions with others.
- Complete IT Procurement requests as required
- Perform similar duties as assigned

**What you bring to the table**:

- Strong organizational and communication skills.
- Basic IT knowledge and problem-solving abilities.
- Experience with Microsoft Windows desktops and laptops
- Familiarity with IT service management tools, like ServiceNow, a plus.
- Previous customer service experience preferred.
- Ability to learn quickly in a fast-paced environment.
- Relevant certifications (e.g., ITIL) are a bonus.

**What We Promise**
- Belonging to a creative, dynamic team of IT professionals where what you do will make a difference in your own backyard and across Canada & Bermuda
- Work from home and flexible hours
- Benefits (wording for full time/remove for temporary)
- Continuous learning and growth through challenging work
- The chance to be part of a leading digital and business transformation for over 100,000 employees and volunteers
- An opportunity to launch and/or grow your career with a huge, stable, international not-for-profit organization
- We live our **Core Values** **as a faith & values-based organization, we hire and serve people of all backgrounds, faiths, and traditions - there’s a place for everyone to belong here.

**How We Hire**

We embrace equity, diversity, justice, inclusion and belonging and we’re committed to building a team that represents many backgrounds, perspectives and skills, representative of the communities we serve. The more inclusive we are, the better our work and workplace will be. The Salvation Army will provide reasonable accommodation upon request. Please let us know if you have a need for any accommodation.



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