Posted: 1 day ago
Job Description
<p>About the Role:</p><p>We are looking for an enthusiastic and technically skilled <b>Service Desk Specialist</b> 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 <b>6 months to 1 year of experience</b> in IT support who are eager to grow their career within enterprise IT service delivery.</p><p>Key Responsibilities:</p><ul><li>Provide <b>first-level technical support</b> for end users across hardware, software, and network-related issues.</li><li>Handle incidents and service requests using <b>ServiceNow</b> in line with defined SLAs.</li><li>Perform <b>PC troubleshooting</b> for hardware and operating system issues.</li><li>Manage and update <b>Knowledge Base articles</b>, ensuring accuracy and usability.</li><li>Generate basic <b>reports from ServiceNow</b> to track ticket trends and performance metrics.</li><li>Support <b>AWS Connect</b> and <b>IVR management</b>, 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><b>6 months to 1 year</b> of experience working in an <b>IT Service Desk or technical support</b> role.</li><li>Strong technical skills in <b>PC troubleshooting</b> (hardware/software).</li><li>Working knowledge of <b>ServiceNow</b>, <b>AWS Connect</b>, and <b>IVR systems</b>.</li><li>Excellent customer service, communication, and problem-solving skills.</li><li>Fully <b>bilingual (English and French)</b> - written and verbal.</li><li>Willing to <b>work on-site (five days a week)</b> and support a <b>24 7 rotational schedule</b>.</li></ul><p>Preferred Certifications:</p><ul><li><b>ITIL v4 Foundation</b> - preferred.</li><li><b>CompTIA A+</b> or <b>TIA certification</b> - preferred.</li><li>Additional certifications in Windows or customer service support will be an asset.</li></ul><p></p>Create Your Resume First
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