Global IT Service Desk Specialist

7 days ago

Richmond, British Columbia, Canada CHC Helicopters Full time

Job Summary

The IT Global Service desk is a critical component of CHC's 24/7 operations, providing front-line support for all end-user issues and requests. As an IT Global Service Desk Specialist, you will be responsible for intake, categorization, and resolution or escalation of end-user issues and requests on a global level.

Key Responsibilities

  • Provides 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
  • Resolves, L1.5 Application Functional issues using Knowledge base for all enterprise applications
  • Properly categorize and document user issues
  • Supports 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 mission
  • Participate in Global and Local IT projects as directed by the IT Manager
  • Other duties as directed by the IT Manager

Requirements

  • 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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