Service Desk Specialist

Canadian Cancer Society•Montreal, QC

11d•CA$55,000 - CA$60,000•Onsite

About The Position

The Canadian Cancer Society works tirelessly to save lives, improve lives and drive collective action against cancer. Together, with patients, volunteers, donors and communities across the country, we raise funds to invest in transformative cancer research, we provide a caring support system for everyone affected by cancer and we advocate to governments to create a healthier future for all. It takes a society to take on cancer – and the Canadian Cancer Society is leading the way. Join a dynamic team of professionals helping to power the Canadian Cancer Society’s (CCS) operations and fuel our mission through innovative digital solutions. The Digital Strategy & Technology team is at the forefront of CCS’s digital transformation. Together, they are harnessing digital tools, data and technology to boost fundraising capabilities and enhance the experience of everyone who interacts with us online. With a passion for continuous improvement and a commitment to making an impact, the team ensures CCS’s digital presence is strategic and engaging, helping us inspire and empower more Canadians who care about cancer every day.

Requirements

2 or more years’ experience working in a structured technical customer service environment, providing IT support via telephone and email (Experience in an ITIL based environment preferred).
2 or more years’ experience working with desktop computers, supporting Windows environment (Win10/Server 2012+).
Working knowledge of Active Directory, O365 administration and user management, LAN configuration and protocols and basic knowledge of WAN topology.
Experience with ticket tracking system(s).
Ability to manage multiple demands with time-related constraints in a fast-paced environment.
Make decisions and recommendations requiring analysis and interpretation within established procedures.
Excellent analytical and problem-solving skills.
Strong interest in participating in process improvement.
Strong time management skills and ability to prioritize tasks.
Excellent communication skills, ability to effectively and calmly liaise with clients and IT team members to facilitate service delivery.
Bilingualism (French/English) is required due to the organization’s nationwide operations and the need for effective communication across various regions.

Nice To Haves

A valid driver’s license and possession of a vehicle is considered asset, as some travel to the local office will be required

Responsibilities

As part of the Service Centre team, provide a single point of contact for the triage of all IT related incidents.
Serve as liaison between user community and the technology department to resolve issues.
Create, update and manage customer Incident and Service Request tickets, ensuring timely and accurate communication and completion.
Service Request fulfilment, working with other IT Team members, as well as other business groups, to provide services to our customers.
Active Directory User Management (e.g. User account creation and maintenance).
Office 365 account and access management.
Desktop and associated hardware (e.g. PC, printers, copiers, etc.).
Desktop software (e.g. Microsoft OS and productivity software, internally developed applications, etc.).
Telephony systems (Ring Central, Mitel 3300, Avaya/Nortel BCM systems, Bell Alliant UC, etc.).
LAN Connectivity (Basic knowledge of core switching, WAN and Data Centre operations, wireless).
Remote and onsite support to offices across Canada.
Vendor management for various managed services such as telephony.
Full documentation of all effort required to resolve identified incidents.
Management of all created incident ticket to ensure accurate and timely handling and proactive communication and updates to users.
Ongoing analysis of Incident tickets to identify chronic and problem issues.
Proactive escalation of Incidents where needed to ensure timely action on tickets.
User management (e.g. user access management and maintenance).
Computer and other technology purchasing, setup and deployment.
Basic telephone setup and installation.
Inventory management by individuals and offices (ensuring all changes are properly updated in our inventory system).
License tracking of all purchased applications.
Patch evaluation, testing and deployment.
Software updates.
Desktop Image Maintenance (MDT/WSUS/SCCM).
Antivirus monitoring and updating.
Other desktop preventative maintenance task (e.g. defragmentation, drive space monitoring).
Hardware and Software Inventory Management reports published quarterly.
Participate in process improvement exercises.
Provide incident analysis and problem identification based on Service Desk ticket reviews
Assist with the creation and publishing of Service Delivery Reports (e.g. SLA, Uptime and compliance reports).
Participate in major incident and root cause analysis meetings and discussions.
Participate in process development and implementation.
Participate in the capacity planning process as it relates to Desktop.
Evaluation and identification of desktop and associated hardware for future deployment.
Desktop image creation.
Desktop software evaluation.
2.5 hours of the work week are allocated for professional development
Contribute to our culture of diversity, inclusion, belonging and equity (DIBE) by ensuring that all staff feel represented, valued, and heard across all aspects of their identity, including gender, age, religion, ethnicity, nationality, race, and sexuality.
Other duties as assigned