IT Service Management Support Specialist

2 weeks ago

Ottawa, Ontario, Canada RJR Innovations Full time

Job Summary

We are seeking a highly skilled IT Service Management Support Analyst to join our team at RJR Innovations. As a key member of our IT department, you will be responsible for providing first-level and second-level support to end-users for our external Service Desk application.

Key Responsibilities

  • Provide timely and effective support to end-users, ensuring that all calls and emails are properly documented in the Service Desk application.
  • Monitor Service Desk queues to ensure that tickets are processed in a timely manner, including first contact with clients and closing completed tickets.
  • Interact with other team members to ensure incident tickets are resolved efficiently.
  • Check Service Desk voicemails and emails, and provide internal support for IT issues.
  • Route tickets according to service levels if a resolution cannot be reached at the first level.
  • Be available for on-call after-hours support as required.

Requirements

  • Diploma or certificate in post-secondary education or equivalent experience.
  • Excellent IT troubleshooting skills.
  • Strong verbal and written communication skills in both official languages.
  • Excellent interpersonal and customer service skills.
  • Ability to work under pressure and multitask.
  • Exceptional organizational skills and attention to detail.
  • Strong professional image.

Preferred Qualifications

  • 1 year of IT support experience.

What We Offer

  • Full-time position with partial remote work.
  • Competitive salary range: $40,000.00 to $60,000.00 per year.

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