Helicopter Service Desk IT Support Specialist

7 days ago

Richmond, British Columbia, Canada CHC Helicopters Full time

Unlock New Horizons

At CHC Helicopters, we provide unparalleled helicopter services that enable our customers to reach beyond – to work in remote and challenging destinations that limit others – and come home safely. We are dedicated to our purpose of getting our customers where they need to be, when they need to be there, anywhere in the world – safely and reliably.

Our Culture:

  • Simplicity: Finding the most efficient way in everything we do
  • Agility: Moving quickly and decisively
  • Collaboration: Working together with candor and transparency
  • Innovation: Creating solutions and leading change
  • Ownership: Working with passion and doing what needs to be done

About This Role:

The IT Global Service desk is a 5X24 front line support role for CHC Helicopters and is responsible for all end user issues and request. The primary objective of this role is to intake, categorize and resolve or escalate end user issues and requests on a global level. Some expectation of hands on support requirements within region.

Key Responsibilities:

We're looking for an individual who can provide primary IT support for all end user issues and requests. As an IT Global Service desk specialist, you'll be responsible for Tier 1, 2 support, addresses and resolves technical issues with internal clients for computer software and hardware issues. You'll also be resolving L1.5 Application Functional issues using Knowledge base for all enterprise applications. Additionally, you'll properly categorize and document user issues, supports multi-channel intake process (Chat, Phone, Email, etc), and helps identify issue trends and escalates to management.

What We Offer:

We offer a competitive salary range of $65,000 - $90,000 per annum, based on location and experience. Our benefits package includes health insurance, retirement plans, and paid time off. We also offer opportunities for professional growth and development, as well as a collaborative and dynamic work environment.

Requirements:

  • A 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,
  • Minimal international travel, Shift work and Overtime may be required.

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