Service Desk Specialist

2 weeks ago

Calgary, Alberta, Canada HCLTech Full time $45,000 - $65,000 per year

About the Role:

We are looking for an enthusiastic and technically skilled
Service Desk Specialist
to join our IT support team. The ideal candidate will bring a solid understanding of service desk operations, demonstrate hands-on troubleshooting abilities, and deliver an excellent end-user support experience in a fast-paced, 24×7 environment. This role is well-suited for professionals with
6 months to 1 year of experience
in IT support who are eager to grow their career within enterprise IT service delivery.

Key Responsibilities:

  • Provide
    first-level technical support
    for end users across hardware, software, and network-related issues.
  • Handle incidents and service requests using
    ServiceNow
    in line with defined SLAs.
  • Perform
    PC troubleshooting
    for hardware and operating system issues.
  • Manage and update
    Knowledge Base articles
    , ensuring accuracy and usability.
  • Generate basic
    reports from ServiceNow
    to track ticket trends and performance metrics.
  • Support
    AWS Connect
    and
    IVR management
    , ensuring proper call flow and user routing.
  • Escalate complex issues to Level 2/3 teams while maintaining ownership until resolution.
  • Participate in team meetings, shift handovers, and continuous improvement initiatives.
  • Provide on-site support and ensure workplace technology (workstations, peripherals, etc.) functions optimally.

Required Qualifications:

  • 6 months to 1 year
    of experience working in an
    IT Service Desk or technical support
    role.
  • Strong technical skills in
    PC troubleshooting
    (hardware/software).
  • Working knowledge of
    ServiceNow
    ,
    AWS Connect
    , and
    IVR systems
    .
  • Excellent customer service, communication, and problem-solving skills.
  • Fully
    bilingual (English and French)
    – written and verbal.
  • Willing to
    work on-site (five days a week)
    and support a
    24×7 rotational schedule
    .

Preferred Certifications:

  • ITIL v4 Foundation
    – preferred.
  • CompTIA A+
    or
    TIA certification
    – preferred.
  • Additional certifications in Windows or customer service support will be an asset.

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