IT Service Desk Specialist

7 days ago

Ottawa, Ontario, Canada Plan Group Full time
Job Summary

We are seeking a highly skilled IT Service Desk Specialist to join our team at Plan Group. As a key member of our IT department, you will be responsible for providing top-notch technical support to our employees across Canada.

Key Responsibilities
  • Provide level II desktop support for our Service Desk operation and escalation team
  • Offer direct technical support to senior management and executive level staff
  • Manage senior escalations, conduct in-depth analysis of branch environments, and provide white-glove service
  • Effectively examine issues, identify solutions, and suggest preventative maintenance actions
  • Assist in implementing technology-based business solutions and researching industry best practices
  • Provide support through various channels, including in-person, phone, and ticketing systems
  • Respond to and resolve IT ServiceDesk tickets within required SLAs
  • Maintain close contact and open communication with end-users until issues are resolved
  • Evaluate complex issues and escalate them to Tier 3 and Management as needed
  • Conduct technical support in line with IT documented procedures and processes
  • Provide regular updates to managers on common problems encountered and suggest possible long-term solutions
  • Inform and educate end-users on procedures and best practices to improve their work experience
  • Maintain excellent professional working relationships with all staff
Requirements
  • 5+ years of level II desktop and network support experience in a Windows 10/11 environment
  • 3+ years of advanced technical knowledge and business insight, handling escalations and specialized services
  • Onsite and remote technical support, troubleshooting for all employees and teams across Canada
  • Experience providing technical training to peers and other departments
  • University degree in Computer Engineering, Network Engineering, Computer Science, or a related field preferred
  • Strong communication, organization, and time management skills, as well as a willingness to learn and strong work ethic
  • Good oral and written communication skills, with the ability to explain complex concepts verbally and in writing
  • Fluency in French and English is mandatory

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