Global Service Desk Specialist

3 weeks ago

Toronto, Ontario, Canada Teladoc Health Full time

About Us:

Teladoc Health is a global, whole person care company that empowers people everywhere to live their healthiest lives. As a leader in virtual care, we leverage digital technology to provide whole-person care that spans every stage in a person's health journey.

Summary of Position:

The Global Service Desk Specialist will provide technical and troubleshooting support to employees in need of assistance with their computer hardware or software. This role will work under the direction of the IT Manager and will be responsible for providing desktop support and problem-solving to end-users.

Key Responsibilities:

  • PC/Mac hardware installation and troubleshooting
  • Desktop software installation and troubleshooting for local and remote users
  • Provide desktop support and problem-solving to end-users
  • Tracking of hardware and software additions/changes
  • Create/Update FAQs and other technical documentation
  • Participate in creation and editing of IT Support Standard Operating Procedures
  • Provide escalation support for Helpdesk Technicians
  • Set up, support, and maintain in-house/remote computer systems, desktops, laptops, mobile devices, and peripherals
  • Communicate issue statuses and resolutions to stakeholders in a timely manner
  • Log issues and resolutions in the tracking system, following up with users to ensure problems were fixed properly
  • Ensure accurate documentation of resolution information in the IT Technical Support knowledge management database
  • Provide user support for Microsoft Office products, including Outlook, Teams, Excel, and Word
  • Keep peers and manager informed of trends, significant problems, and delays
  • Identify and escalate client issues that may require changes to procedures, standards, and systems
  • Participate in after-hours and weekend coverage as needed

Qualifications:

  • Bachelor's degree in a STEM field required (years of relevant work experience may be substituted)
  • 1-6 years' experience working within a Help Desk, Call Center, or NOC environment
  • Understanding of IT Ticketing Systems
  • Able to work independently as well as in a team
  • Excellent customer service, organizational, and prioritizing skills
  • Microsoft certifications a plus
  • Disk level imaging solutions
  • Strong troubleshooting and research skills – highly curious in nature
  • Excellent verbal and written communication skills

Why Work at Teladoc Health?

Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives. We are a top employer and a leader in virtual care, with a passion for taking care of people. We believe in diversity and inclusion and are committed to building a workforce that reflects the diversity of our customers and communities. If you are passionate about making a difference in the lives of our members, we encourage you to apply for this role.

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