IT Service Management Support Specialist

2 weeks ago


Ottawa, Ontario, Canada RJR Innovations Full time

Job Summary

RJR Innovations is seeking a highly skilled IT Service Management Support Analyst to join our team. As a key member of our IT department, you will be responsible for providing exceptional support to our end-users, ensuring timely resolution of technical issues, and maintaining a high level of customer satisfaction.

Key Responsibilities

  • Provide first-level and second-level technical support to end-users via phone, email, and in-person interactions.
  • Ensure all technical issues are properly documented and tracked in our Service Desk application.
  • Monitor and manage Service Desk queues to ensure timely resolution of tickets.
  • Collaborate with internal teams to resolve complex technical issues.
  • Perform routine maintenance tasks to ensure smooth operation of our IT systems.
  • Develop and maintain knowledge of our IT systems, applications, and technologies.
  • Participate in on-call rotation to provide after-hours support as needed.

Requirements

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • Minimum 1 year of experience in IT support or a related field.
  • Excellent technical skills, with a strong understanding of IT systems, applications, and technologies.
  • Strong communication and interpersonal skills, with the ability to work effectively with diverse stakeholders.
  • Ability to work in a fast-paced environment, with multiple priorities and deadlines.
  • Exceptional problem-solving skills, with a strong attention to detail.

What We Offer

  • Competitive salary range: $40,000 - $60,000 per year.
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.

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