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Itsm/itil Help Desk Coordinator

2 weeks ago

Toronto, Canada Federal Wireless Full time

**ITSM/ITIL Help Desk Coordinator**

**Job Overview**:
We are seeking an experienced ITSM Help Desk Coordinator to implement and facilitate all customer facing Help Desk services within a Service Department: Service Desk, Change Management, Incident Management, Problem Management, and Asset Management.

**Reports to**: ITSM Manager Duties and Responsibilities:

- Past experience implementing and working with ITSM practices considered an asset.
- Resolve and respond to customer issues.
- Provide input to technical documentation around new and established processes/ procedures as required.
- Participate in the evaluation, design, and implementation of new systems that increase productivity or enhance overall business operations.
- Contribute to ITSM Knowledge Base
- Develop an enhanced understanding of IT processes and how they affect our customers.
- Seek to continuously improve operations.
- Identify and suggest process and system enhancements.
- Perform at a level that assists in attaining overall and team-level performance measures and goals.
- Stay apprised of service center knowledge and industry best practices.
- Consistently meet assigned project deadlines in an agile and rapidly moving environment
- Be available after hours for critical issue resolution.
- Other duties as required.

**Skills and Qualifications**:
1-3 years of experience

ITIL version 4 basic certification an asset.

Excellent technical, diagnostic, and troubleshooting skills.

Excellent communication, motivational, interpersonal, critical thinking, and time management skills

Working knowledge of incident, change, and problem management.

**Job Type**: Full
- time

**Benefits**:
Comprehensive benefits package

**Job Types**: Full-time, Permanent

**Salary**: $70,000.00-$85,000.00 per year

**Benefits**:
Casual dress

Company events

Dental care

On-site parking

Paid time off

Schedule:
8-hour shift

Monday to Friday

Ability to commute/relocate:
5250 Finch Avenue East, unit #11, Scarborough Ontario

reliably commute or plan to relocate before starting work (required)

**Experience**:
system administration: 1-3 years (required)

ITSM knowledge and/or certification

IT Help desk experience

Customer service orientation

**Work Location**: In person

**Job Types**: Full-time, Permanent

Pay: $70,000.00-$85,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- On-site parking
- Paid time off

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Toronto, ON M1V 5A4: reliably commute or plan to relocate before starting work (required)

**Experience**:

- system administration: 3 years (required)

Work Location: In person