Service Desk Support Specialist

2 weeks ago

Ottawa, Canada Convergence Networks Full time

**Position Summary and Responsibilities**:
This role will be working with our Service Desk team, providing initial remote technical support and guidance to end users. At Grade A we take pride in our outstanding customer service, and we're looking for a team member who can exhibit excellent customer service while diagnosing end-user issues.

**What do our Service Desk Support Specialists do?**
- Working hours are Monday-Friday 12pm-8pm EST
- Resolve all sorts of service requests from routine password resets to building profiles and handling anti-virus software: superhero organization skills would be awesome.
- Respond to phone calls and new incoming requests.
- Communicate both internally with our Grade A team and externally with our clients. Experience, willingness to learn, adapt and grow shines through.

**What skills and qualifications do I need to become a successful Service Desk Support Specialist?**
- A minimum of a college diploma in IT or equivalent work experience.
- Experience using a triaging or priority system to gauge client issues and impact.
- Demonstrated experience with Microsoft desktop O/S, Active Directory, and Microsoft Exchange.
- Standout communication skills.
- Exceptional time management and organizational skills.
- A positive “can do” attitude with an ability to creatively arrive at a solution.
- An ability to put on your superhero cape and multi-task like a master.

**Would be awesome if you had...**
- A passion for technology and an ability to match issues and solutions.
- Demonstrated experience with Office 365, Sharepoint, Skype for Business/ Microsoft Teams.
- An awareness of all our key IT services.
- An understanding of support tools, techniques, and how technology is used to provide IT services.
- Bilingualism (French and English).

**What is the physical work environment like?**
- This position requires standing, walking, sitting, using hands, seeing, reaching, talking, and hearing. May need to occasionally lift and/or move up to 25 pounds.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**How often will I get formal feedback on how well I’m doing?**
- Six-month performance reviews, with every second review a performance and salary review.
- Performance review goals will be established between you and your team leader.

**Why should you work here?**
- Awesome, inclusive corporate culture: We have worked very hard to create a culture of unity, transparency, and trust. Our leadership team wants you to be successful, and we will do anything we can to support your personal and professional growth.
- Salary based upon on what you bring to the table.
- Shared group/health benefits plans, including a retirement plan.
- Education and certification reimbursement is also available so we can help you move up the ranks.
- Flexible schedule to fit your family’s needs.
- Outstanding teammates; we’re very selective to make sure we have the best staff available for you to work alongside
- Many teambuilding and company events throughout the year so you can get to know your teammates on a more personal level, as well as kick back and have some fun (families are oftentimes included as well).

**Perfect fit....**

If this sounds like your type of place and you can wow us with your spectacular skill set, then we would love to hear from you

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