Service Desk Specialist

Job Description

<p>About the Role:</p><p>We are looking for an enthusiastic and technically skilled <strong>Service Desk Specialist</strong> 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 <strong>6 months to 1 year of experience</strong> in IT support who are eager to grow their career within enterprise IT service delivery.</p><p>Key Responsibilities:</p><ul><li>Provide <strong>first-level technical support</strong> for end users across hardware, software, and network-related issues.</li><li>Handle incidents and service requests using <strong>ServiceNow</strong> in line with defined SLAs.</li><li>Perform <strong>PC troubleshooting</strong> for hardware and operating system issues.</li><li>Manage and update <strong>Knowledge Base articles</strong>, ensuring accuracy and usability.</li><li>Generate basic <strong>reports from ServiceNow</strong> to track ticket trends and performance metrics.</li><li>Support <strong>AWS Connect</strong> and <strong>IVR management</strong>, ensuring proper call flow and user routing.</li><li>Escalate complex issues to Level 2/3 teams while maintaining ownership until resolution.</li><li>Participate in team meetings, shift handovers, and continuous improvement initiatives.</li><li>Provide on-site support and ensure workplace technology (workstations, peripherals, etc.) functions optimally.</li></ul><p>Required Qualifications:</p><ul><li><strong>6 months to 1 year</strong> of experience working in an <strong>IT Service Desk or technical support</strong> role.</li><li>Strong technical skills in <strong>PC troubleshooting</strong> (hardware/software).</li><li>Working knowledge of <strong>ServiceNow</strong>, <strong>AWS Connect</strong>, and <strong>IVR systems</strong>.</li><li>Excellent customer service, communication, and problem-solving skills.</li><li>Fully <strong>bilingual (English and French)</strong> - written and verbal.</li><li>Willing to <strong>work on-site (five days a week)</strong> and support a <strong>24 7 rotational schedule</strong>.</li></ul><p>Preferred Certifications:</p><ul><li><strong>ITIL v4 Foundation</strong> - preferred.</li><li><strong>CompTIA A+</strong> or <strong>TIA certification</strong> - preferred.</li><li>Additional certifications in Windows or customer service support will be an asset.</li></ul><p></p>