Global Service Desk Specialist

2 weeks ago

Richmond, British Columbia, Canada CHC Helicopters Full time

Role Overview

The IT Global Service Desk is a critical front-line support role for CHC Helicopters, responsible for delivering exceptional end-user support on a global scale. As a key member of the IT team, you will play a vital role in ensuring the smooth operation of our business.

Key Responsibilities

  • Provide primary IT support for all end-user issues and requests, utilizing knowledge documentation to resolve user issues efficiently.
  • Deliver Tier 1 and 2 support, addressing and resolving technical issues with internal clients for computer software and hardware issues.
  • Resolve L1.5 Application Functional issues using knowledge base for all enterprise applications.
  • Properly categorize and document user issues, ensuring accurate tracking and escalation.
  • Support multi-channel intake processes, including chat, phone, and email.
  • Collaborate with other IT departments to support CHC Helicopters' mission and objectives.
  • Participate in global and local IT projects as directed by the IT Manager.

Requirements

  • Reasonable 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 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.

Working at CHC Helicopters

CHC Helicopters is a leading provider of helicopter services, dedicated to delivering exceptional support to our customers. As a member of our IT team, you will have the opportunity to work with a talented group of professionals, contributing to the success of our business.

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