Service Desk Specialist

4 weeks ago

Richmond, British Columbia, Canada CHC Helicopters Full time

Reach Beyond

CHC Helicopters provides unparalleled helicopter services that empower our customers to reach beyond – to work in remote and challenging destinations that limit others – and return home safely. We are committed to our purpose of getting our customers where they need to be, when they need to be there, anywhere in the world – safely and reliably.

Our Values

We pride ourselves on our values and culture:

  • Simplicity: Finding the most efficient way in everything we do
  • Agility: Moving quickly and decisively
  • Collaboration: Working together with candor and transparency
  • Innovation: Creating solutions and leading change
  • Ownership: Working with passion and doing what needs to be done

Job Summary

This is a temporary role – one year – as a 5X24 front line support specialist for CHC Helicopters. The primary objective of this role is to intake, categorize, and resolve or escalate end user issues and requests on a global level. Some expectation of hands-on support requirements within the region.

Key Responsibilities

The successful candidate will:

  • Provide primary IT support for all end user issues and requests
  • Tier 1, 2 support, addresses and resolves technical issues with internal clients for computer software and hardware issues
  • Resolve, L1.5 Application Functional issues using Knowledge base for all enterprise applications
  • Properly categorize and document user issues
  • Support multi-channel intake process (Chat, Phone, Email, etc)
  • Proper use of knowledge documentation to resolve user issues
  • Helps identify issue trends and escalates to management
  • Initiates and facilitates Major Incident Management process for critical business impact issues
  • Provisions system access request issues as defined by Cyber-Security team
  • Assists with End Point asset inventory management
  • Assists with End Point OS and security updates as defined by management
  • Follows all IT principles when supporting end users
  • Works closely with all other IT departments to support CHC Helicopters mission
  • Participate in Global and Local IT projects as directed by the IT Manager
  • Other duties as directed by the IT Manager

Qualifications, Skills & Attributes

The ideal candidate will have:

  • Reasonable and working understanding of ServiceNow's Core ITSM modules: Incident, Knowledge, Change
  • Strong organizational, analytical, and problem-solving skills
  • Solid communication skills, both written and interpersonal
  • Extreme focus on client satisfaction through resourcefulness and having excellent customer-focused mindset
  • Very strong knowledge of PC operating systems, specifically Windows Suite, Microsoft Teams, and relevant applications – MS Office, Adobe Acrobat, etc.
  • An understanding of data communications with respect to local and international area networks
  • A working knowledge of TCP/IP, Active Directory, DNS, and DHCP
  • Ability to learn, understand, and apply new technologies as well as to effectively prioritize, schedule, and execute tasks in a high-pressure environment
  • Minimal international travel, Shift work, and Overtime may be required

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