Service Desk Specialist

2 weeks ago

St John's, Newfoundland and Labrador, Canada Innovatia Full time

Innovatia Technical Services Inc. (ITSI) is a leading technology outsourcing support provider with expertise in the telecommunications industry. With over 20 years of experience, we specialize in workflow and knowledge processes, as well as technical support, helpdesk, and multilingual support services. Our team of 300+ experts across the globe services some of the world's most successful Fortune 500 and Fortune 1000 companies.

Responsibilities
  • Provide voice and email technical support to ensure closure in accordance with ITIL Incident Management processes.
  • Follow up and update tickets for every call to ensure timely closure.
  • Take ownership of calls, drive to resolution, and communicate with customers.
  • Perform the lifecycle of Incident Management Process, starting with Incident Logging to Call Closure and customer satisfaction surveys.
  • Offer telephonic support to end-users and coordinate with vendors, client problem management teams, and other towers.
  • Proactively monitor and perform documented escalation processes.
  • Troubleshoot application support, including off-the-shelf and customized applications.
  • Troubleshoot MFDs, printers, and VPN software and collaboration tools.
  • Troubleshoot password reset tools and remote-control tools.
  • Troubleshoot MS Windows, Office, desktops, laptops, iPad peripherals, and networking.
  • Troubleshoot applications and workplace IT and communications and collaboration support, including IP telephony.
  • Interact with internal and external stakeholders.
  • Keep users regularly updated with alerts advising of any new or changed information.
  • Be willing to take on additional responsibilities and learning opportunities as they arise.
Qualifications
  • Windows and Macintosh operating systems troubleshooting.
  • Experience with Active Directory, Azure, Office365, VPN, MFA, and RDP.
  • Experience with remote tools, including LMI and BeyondTrust.
  • Experience with ServiceNow.
  • Hands-on experience in troubleshooting printers and multi-function devices (MFDs).
  • 3+ years of technical support experience with an IT Service Desk or Application Support.
  • Excellent customer management and service skills, interpersonal skills, analytical and problem-solving skills.
  • Excellent written, oral, and verbal communication skills in English.
Benefits at Innovatia
  • Comprehensive health insurance policy.
  • Employee wellness program with a focus on mental health.
  • Robust reward and recognition programs.
  • Company incentive programs offered.
  • Attractive leave policy: holiday leave, maternity leave, paternity leave, birthday leave, bereavement leave, and paid leave for personal time off.
  • Ample growth and learning opportunities.
  • Remote work opportunities.
  • Focus on work-life balance.
  • Immigration program supporting immigration to Canada for eligible employees.

We thank all candidates for their interest, however, only those selected for an interview will be contacted. Innovatia is an equal opportunity employer.

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