Global Service Desk Specialist

1 month ago

Toronto, Ontario, Canada Teladoc Health Full time
About Teladoc Health

Teladoc Health is a global leader in virtual care, empowering people everywhere to live their healthiest lives. As a whole-person care company, we deliver care across 175 countries, leveraging digital technology to provide whole-person care that spans every stage in a person's health journey.

Job Summary

We are seeking a highly skilled Global Service Desk Specialist to join our team. As a key member of our IT department, you will provide technical and troubleshooting support to employees in need of assistance with their computer hardware or software.

Key Responsibilities
  • Provide technical support and troubleshooting for computer hardware and software issues
  • Install and configure PC/Mac hardware and software
  • Provide desktop support and problem-solving to end-users
  • Track hardware and software additions/changes
  • Create and update technical documentation
  • Participate in the creation and editing of IT support standard operating procedures
  • Escalate support for Helpdesk Technicians
  • Set up, support, and maintain in-house/remote computer systems, desktops, laptops, mobile devices, and peripherals
  • Communicate issue statuses and resolutions to stakeholders in a timely manner
  • Log issues and resolutions in the tracking system, following up with users to ensure problems were fixed properly
  • Ensure accurate documentation of resolution information in the IT technical support knowledge management database
  • Provide user support for Microsoft Office products, including Outlook, Teams, Excel, and Word
  • Keep peers and manager informed of trends, significant problems, and delays
  • Identify and escalate client issues that may require changes to procedures, standards, and systems
  • Participate in after-hours and weekend coverage as needed
Requirements
  • Bachelor's degree in a STEM field required (years of relevant work experience may be substituted)
  • 1-6 years' experience working within a Help Desk, Call Center, or NOC environment
  • Understanding of IT ticketing systems
  • Able to work independently as well as in a team
  • Excellent customer service, organizational, and prioritizing skills
  • Microsoft certifications a plus
  • Disk level imaging solutions
  • Strong troubleshooting and research skills – highly curious in nature
  • Excellent verbal and written communication skills
Why Work at Teladoc Health?

Teladoc Health is a company that truly makes a difference in people's lives. We are committed to equal employment opportunity and are proud to be an inclusive and accessible workplace. If you require an accommodation for any stage of the recruitment process or interview process, please reach out to us at.

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