Global Service Desk Specialist
4 weeks ago
Role Overview
The IT Global Service Desk is a critical front-line support role for CHC Helicopters, responsible for providing 5X24 support to end-users worldwide. The primary objective is to intake, categorize, and resolve or escalate technical issues and requests on a global level.
Key Responsibilities
- Provide 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
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
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