IT Support Specialist
7 days ago
We are seeking a skilled IT Support Specialist to join our Integrated Global Services team in Edmonton.
About the RoleThis is a nine-month contract position with the possibility of extension or conversion to full-time employment based on performance and client need. As a Global Service Desk Analyst, you will play a critical role in delivering service excellence and providing tier I support for all IT and communications systems.
You will be responsible for submitting fully documented customer issues into a ticket management system, analyzing symptoms, determining urgency, and providing resolution whenever possible. Additionally, you will dispatch incidents to the appropriate Tier II support group when first call resolution is not possible and manage the incident through its lifecycle.
In this role, you will also understand and assist with internal and external escalations, continue to look for process improvement opportunities, and follow up with peers and leads to enhance service delivery.
Requirements- 2+ years of experience in a technical support role providing tier I support in a service desk or help desk environment
- The ability to communicate professionally in a fast-paced environment
- Excellent written and verbal communication skills
- Proven ability to troubleshoot and resolve technical and procedural issues
- Ability to adapt to fluctuating customer needs and manage high-stress situations while reacting quickly and professionally
- Capability to establish rapport among peers and colleagues
- Proven ability to provide superior customer service both on and off the phone
- ITIL Incident Management understanding
- A+ Certification
- A competitive salary range of $22-$23 per hour
- A dynamic and inclusive work environment that values FUN as one of its core pillars
- Recognition programs to acknowledge and reward outstanding performance
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