Service Desk Specialist

Canadian Cancer Society•Montreal, QC

1d•CA$55,000 - CA$60,000•Onsite

About The Position

The Canadian Cancer Society (CCS) is seeking a Service Desk Specialist to join their Digital Strategy & Technology team. This role is crucial for supporting the organization's mission by providing IT support to users across Canada. The Service Desk Specialist will be responsible for front-line and second-level service, including answering inquiries, fulfilling requests, and resolving IT issues. The position also involves supporting the organization's IT infrastructure by installing, diagnosing, repairing, maintaining, and upgrading systems such as desktops, printers, copiers, telephony services, and LAN equipment. All efforts must be documented using the provided ticket management tool. The role requires availability for on-call support on a rotating schedule, which is compensated. The Service Desk Specialist will contribute to the Canadian Cancer Society's digital transformation efforts, aiming to boost fundraising capabilities and enhance user experience.

Requirements

2 or more years’ experience working in a structured technical customer service environment, providing IT support via telephone and email.
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.
Ability to 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.

Nice To Haves

Experience in an ITIL based environment preferred.
A valid driver’s license and possession of a vehicle is considered an asset, as some travel to the local office will be required.

Responsibilities

Provide a single point of contact for the triage of all IT related incidents as part of the Service Centre team.
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.
Fulfill Service Requests, working with other IT Team members and business groups.
Perform Active Directory User Management, including user account creation and maintenance.
Manage Office 365 accounts and access.
Support desktop and associated hardware (e.g., PCs, printers, copiers).
Support desktop software (e.g., Microsoft OS and productivity software, internally developed applications).
Support telephony systems (Ring Central, Mitel 3300, Avaya/Nortel BCM systems, Bell Alliant UC, etc.).
Provide support for LAN Connectivity, including basic knowledge of core switching, WAN, and Data Centre operations, and wireless.
Provide remote and onsite support to offices across Canada.
Manage vendors for various managed services such as telephony.
Ensure full documentation of all effort required to resolve identified incidents.
Manage all created incident tickets to ensure accurate and timely handling and proactive communication and updates to users.
Analyze Incident tickets to identify chronic and problem issues.
Proactively escalate Incidents where needed to ensure timely action on tickets.
Manage user access and maintenance.
Handle computer and other technology purchasing, setup, and deployment.
Perform basic telephone setup and installation.
Manage inventory of technology by individuals and offices, ensuring all changes are updated in the inventory system.
Track licenses of all purchased applications.
Perform patch evaluation, testing, and deployment.
Perform software updates.
Maintain desktop images (MDT/WSUS/SCCM).
Monitor and update antivirus.
Perform other desktop preventative maintenance tasks (e.g., defragmentation, drive space monitoring).
Publish Hardware and Software Inventory Management reports 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.
Evaluate and identify desktop and associated hardware for future deployment.
Create desktop images.
Evaluate desktop software.
Utilize 2.5 hours of the work week allocated for professional development.
Contribute to the culture of diversity, inclusion, belonging, and equity (DIBE).
Perform other duties as assigned.