198 Help Desk Agent jobs in Canada

Job Description
Insight Global is looking for a Service Desk Analyst for a 3 month contract onsite 3 days a week in Edmonton, Alberta. This Resource will be joining an internal IT service desk supporting an Edmonton power generation company. They will be handling service requests through Service Now to help troubleshoot/resolve requests for access managment, active directory, basic MS azure & MS software issues, and more. Typical volume will be 10/15 incidents/service requests a day, otherwise this resource will be cleaning up active directories and writing knowledge articles. The success resource will have 3 year of experience in a similar role, strong written/verbal communication and can quickly be productive with minimal training.
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form ( . The EEOC "Know Your Rights" Poster is available here ( .
To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: .
Skills and Requirements
Clear written and verbal communication
3 years of Tier 1/2 service desk experience (technical IT service desk) Service desk experience with: Service now for ticketing, MS shop suite, Access managment, Basic Azure MS items
Technical writing/creating articles
technical Diploma null
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to

Job Description

Job Description

Salary:

The Service Desk Dispatcher is responsible for attaining maximum utilization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client requests so that they can be dispatched to the appropriate resource. The role coordinates tasks, escalations and communicates with both external and internal stakeholders. This role is crucial for maintaining our commitment to exceptional customer service.

Qualifications:

• High school diploma or equivalent; additional education or certifications in IT or related fields is a plus.

Experience:

• Minimum 1+ years of experience in a customer-facing role, preferably in a support or service capacity, would be valuable. The candidate should be skilled in effective communication with users or clients, ensuring their satisfaction throughout the implementation and deployment processes.
• Experience building and maintaining support relationships with clients.
• Experience in a professional office environment.

Knowledge, Skills, and Abilities:

• A customer service mindset and excellent verbal and written communication skills.
• Strong organizational and multitasking skills with the ability to prioritize tasks effectively in a high paced environment.
• Excellent active listening and interpersonal skills.
• Proficiency in using computer software, including service management tools and Microsoft Office Suite.
• Basic understanding of IT concepts and terminology.
• Ability to work in a fast-paced environment and handle high-pressure situations with professionalism.
• Ability to process large amounts of variable information.

PRINCIPAL ACCOUNTABILITIES

• Receive, prioritize, and schedule service requests from clients.
• Coordinate and dispatch IT service technicians to client sites or remote support sessions.
• Monitor technician progress and update clients on the status of their service requests.
• Maintain accurate records of service requests, technician assignments, and work performed.
• Collaborate with the technical team to ensure appropriate resources are allocated to each task.
• Track and audit service tickets
• Maintain ongoing and professional customer communication, keeping them informed of incident progress, as well as notifying them of impending changes and agreed outages.
• Assist in managing and tracking inventory of IT equipment and parts.
• Provide administrative support to the service department as needed.
• Escalate service requests that cannot be scheduled within agreed service levels.
• Report the utilization of Support resources and successful completion of service requests to the Service Manager.
• Utilize the CRM system to provide improved support and services to clients.

Job Description

Job Description

Title:     Service Desk Analyst

Our client in Winnipeg, MB is looking for several Service Desk Analyst resources for a 6+ mth contract to start, reference . The position is onsite so candidates must be based in the Winnipeg area or willing to relocate for the duration of the contract

Things You Need to Have:

Experience:

·    Minimum five (5) years experience working as a Service Desk Technician.

·    Must be ITIL certified and with demonstrated solid ITIL background.

·    Completion of a recognized degree or diploma program in an IT related discipline, or an equivalent combination of education, certification, and experience

·    Minimum five (5) years previous service desk or technical support role

·    Minimum five (5) years of customer service experience.

·    Demonstrate technical competency at monitoring and providing Tier I support level.

·    Familiarity with the various technologies and troubleshooting techniques.

·    Strong knowledge of Microsoft Windows and Office applications, Active Directory, Cherwell Service Management, and Cisco Unified CM

·    Strong written and verbal communication skills, customer service skills, troubleshooting skills, analytical, and organizational skills

·    Excellent attention to detail and ability to multi-task.

·    Self-starter, fast-learner, and a great team player

·    Have and maintain a valid Manitoba Class 5 Drivers license

·    Completion of an HDI Support Centre Analyst certificate is an asset

·    Asset management experience is an asset

·    Technical competency at monitoring and providing Tier II support level is an asset.

·    LGCA license is considered an asset.

·    Requires flexibility working various shifts to accommodate a 7 day/24 hour operation

·    All applicants must clear a background check. A Canadian based federal security clearance is considered an asset

·    Must have Windows based computer with standard Windows applications

·    Must possess own communications device

What You Will Be Doing:

·  Service Desk Support

o   This is a 7 day/24 hour operation

o   Receive, record, classify, route, prioritize, resolve, and close all incoming IT related support tickets, automated system alerts, and service requests within prescribed time limits.

o   Assist end users with software applications, file accesses and hardware support.

o   Image and prepare new workstations for deployment.

o   Research technical and non-technical problems and resolve in a timely manner.

o   Action and close all Tier 1 support calls, including matching to recurring incidents, investigating, diagnosing, and resolving all incidents; recovering services/systems in a timely manner, and documenting all actions/resolutions in the support database.

o   Escalate and route Tier II or III support calls tickets to appropriate ITS staff, based on impact, urgency and prescribed priorities and resolution times.

o   Work with licensees, vendors, and suppliers ensure that all external issues are dealt with in a timely manner.

o   Provide on-site ITS support for Head Office

o   Follow up on all resolved incidents to ensure customer satisfaction.

o   Assist with communication of site failures and outages.

o   Create and modify operational procedures as required.

o   Monitor systems and network parameters.

o   Assist with a quarterly systems access audit.

·  System Administration

o   Modify and delete accounts for all assigned systems.

o   Manage new administration accounts for all assigned systems. (Such as, AD and Exchange accounts, VoIP configuration for desktop phones, room booking, secure link and admin for various systems).

o   Perform Start of Day and End of Day maintenance procedures on all assigned systems.

·  Staff Onboarding

o   Provide all required hardware equipment.

o   Install and configure needed software, and peripherals.

o   Configure smartphones for WIFI, and Corporate authorized applications.

o   Assisting in setup personal smartphone and mobile devices for applications.

·  Inventory Management

o   Maintain an inventory of all IT assets in the inventory database, including hardware, software and license agreements.

o   Submit requests for procurement of ITS equipment as needed.

o   Monitor and manage level counts for all ITS consumables and peripherals items.

o   Work with external service providers on hardware failures.

o   Receive, ship, and track ITS equipment as needed.

·  Other Duties

o   Support and comply with Corporate Social Responsibility, policies, procedures, and practices.

o   Work on projects as assigned.

For information about TEEMA Solutions Group and to consider other career opportunities, please visit our website at

Company Description

Premier Staffing Firm

Company Description

Premier Staffing Firm

Job Description
*This role will sit hybrid onsite in Toronto, Canada*
As part of the US Technology team, this role is responsible for IT Service Management across Incident, Problem, Change, Capacity, and Service Desk.
This role involves a high level of collaboration across our
bank to ensure prompt issue resolution and analyzing incident trends to ensure incident volumes are
kept low. The role provides leadership to the team in evaluating and implementing new technologies
supported at the enterprise level with linkages to existing technologies, policies, and procedures. The
role drives innovation across all areas of responsibility, applying expert interpersonal, communication,
and problem-solving skills.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: and Requirements
- 10+ years of technical support, IT service desk, and incident management, ideally within financial services or banking tech
- 3-5+ years of leadership experience, ideally managing service desk teams and functions
- Ability to influence senior leadership and cross-functional teams and set long-term strategic direction and solve high-level challenges that impact the organization as a whole
- Ensure comprehensive compliance with all relevant regulations within their area of responsibility; manage relationships with Compliance and Audit teams; oversee compliance adherence and reporting within their area
- Expert knowledge of banking products, services, and industry regulations; thorough understanding of current and emerging industry trends and developments; ability to shape departmental strategies using industry knowledge
- Oversee risk management frameworks, influence risk culture, and align risk management with strategic objectives - Global/cross-border management experience null
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to

**Service Desk Support Technician** **,** **Timmins or Nairn Centre** **,** **ON**
When you join our team as a **Service Desk Support Technician** , you will be the first point of contact for end-users, providing friendly, efficient, and thorough support to maintain and optimize technology in a manufacturing environment.
We
are seeking a dedicated IT Service Technician with a strong focus on customer
service to support our operations across the Canada and the US. This role will include
both remote and onsite support, ensuring prompt, effective assistance across
our mill locations. The ideal candidate will not only possess technical
expertise but also a commitment to delivering an exceptional user experience.
This role can be based out of our Timmins or Nairn Centre mills.
**What You'll Do**
+ Provide hands-on support for PCs, printers, mobile devices, network equipment, and other IT assets, responding quickly to user needs with a focus on customer satisfaction.
+ Install, configure, and maintain software, applications, and hardware to ensure seamless operations and a positive user experience.
+ Serve as a primary contact for troubleshooting, answering user questions, and resolving issues in a friendly, patient manner.
+ Guide users on how to effectively utilize new software and equipment, providing orientation and ongoing support as needed.
+ Maintain clear records of IT assets, proactively managing inventory to ensure all locations have the resources they need.
+ Collaborate closely with other IT teams to escalate and resolve more complex issues, enhancing the overall user experience.
+ Enforce security protocols and company IT standards to protect systems and user data.
+ Travel to various mill locations to provide onsite support when needed, building strong relationships and supporting technology needs directly.
+ Participate in scheduled After Hours Support program.
**What You Offer**
+ 3-5 years of experience in IT support or service desk roles within an enterprise environment.
+ Post-secondary education in a technical field is preferred.
+ Proficiency in the French language is an asset.
+ Proficiency with Microsoft products, WAN/LAN networks, and IT support tools.
+ Experience with commonly used IT systems and tools, including operating systems, phone systems, and various hardware and printer brands.
+ Experience supporting mobile devices (Apple and Samsung)
+ Valid driver's license and reliable transportation; willingness to travel as required.
+ Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are an asset.
+ Exceptional interpersonal, communication, and customer service skills, with the ability to empathize with end-users and understand their experiences.
+ A positive, proactive, and solution-oriented approach to problem-solving, with strong attention to detail.
+ Adaptability to both remote and onsite support environments, working effectively in a team-oriented setting.
+ Dedication to staying up-to-date on industry developments, with a genuine interest in improving the user experience.
**Who We Are**
Interfor is a growth-orientedforestproducts company, operating in all major forest products markets across North America. We offer one of the most diverse lines of wood products to customers around the globe, produced in safety-focused, world-class facilities. We strengthen and contribute to the local economies, build value for our employees and customers, and operate with world-leading sustainable forest management practices. We are proud to produce sustainable building materials that contribute to a healthy and sustainable future. Check out ** to learn more about our approach to sustainability.
**Interfor is one of the largest forest products companies in the world and we're growing in exciting directions. Come be a part of our success! #StartHereGoFar**
**What We Offer**
Interfor builds value for our employees by providing a career where they can contribute, grow, and prosper.We offer a competitive salary, based both on what you bring to the role and benchmarked to market conditions.You'll also get a competitive benefits package including:
+ Extended Health & Dental, which includes Vision Care
+ Short Term Disability Insurance
+ Long Term Disability Insurance
+ Group Life and AD&D Insurance
+ Optional (Employee Paid) Group Life Insurance
+ RRSP Matching Plan
+ Participation in our Employee Share Purchase Plan (ESPP)
+ Participation in our Short-Term Incentive Plan (STIP)
+ Paid Vacation
+ Employee Assistance Program
We want you togrowyour career with Interfor. With our industry leading training programs and track record ofpromotingfrom within, you'll have plenty of opportunities to 'Start Here. Go Far.' Check out our Employee Development Programs to learn more at ** .
_We appreciate the interest of all applicants, however, only those selected for an interview will be contacted. All applicants offered a position must successfully complete a pre-employment drug test and background check._ _Interfor is an Equal Opportunity Employer building a capable, committed, diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual identity, gender, national origin, protected veteran status, or disability._

Job Description

Job Description

Description

Fixed Term Contract: 12 months contract.

At CI, we see a great place to work as one that is a safe place for everyone to have a voice, where people are empowered to take ownership over meaningful work, where there is an opportunity to grow through stretching themselves, where they can work on innovative products and projects, and where employees are supported and engaged in doing so.

The Service Desk Analyst is responsible to provide technology-related support and problem resolution to all employees of CI Financial and its subsidiaries, including Assante and Stonegate financial advisors and branch staff. This individual will support the user's incidents and requests promptly while maintaining a high standard of quality and service. They must work as a member of the team to support one another in brainstorming solutions and may be asked to mentor peers, assist in onboarding new employees, and develop and maintain knowledge articles for the team.

WHAT YOU WILL DO  

• Handle inbound telephone and email inquiries for all user hardware, software applications and platforms
• Strive for resolution at first contact with minimal hand-offs as required
• Provide face-to-face service for customers as required on-site at corporate office locations in the Greater Toronto Area
• Deliver a high standard of customer services based on communication, professionalism, timeliness and accuracy of technical information provided
• Log requests, follow up on outstanding items and provide instructions and status updates to users in a clear, professional manner (written and verbal)
• Investigate and resolve issues using internal resources as well as conducting research from sources publicly available
• Determine the scope of user issues and escalate to the applicable team when appropriate following our Incident Management Process
• Prioritize and manage multiple requests based on urgency and scope of the issue
• Assist other teams with desk moves and deployments
• Work as a team and help determine the scope of user issues and escalate to applicable team or manager when appropriate
• Monitor queues and maintain service levels and wait times
• Maintain and promote within the team a high standard of customer service based on communication, professionalism, timeliness and accuracy of technical information provided
• May be asked to assist in handling call escalations from customers when appropriate and escalate to management when necessary
• May be asked to serve as an escalation and consultation point for other End User Support Specialists on the team
• Draft, edit, review and approve internal notifications
• Maintain team knowledge base, ensure internal resources about processes, systems and devices used by the company are up to date
• Represent Service desk and attend meetings when delegated to do so
• Assist with recording metrics and tracking the performance of the team
• Coordination of the ITS "Did You Know" newsletter, ensuring that an edition with a relevant topic is sent out at regularly scheduled intervals.
• Assist Service Desk manager with onboarding and training of new hires
• Assist in planning, development, review and indexing of new materials and programs for training
• Maintain knowledge and help keep internal resources about our Services and Applications up to date
• Share knowledge to the team as it becomes available using the appropriate tools

WHAT YOU WILL BRING  

Education/Training

• University degree/college diploma or equivalent in an IT-related discipline.
• A+, Network + and/or ITIL certification

Experience

• Previous experience in a technology-related role
• Previous experience in a customer service role
• Familiarity with hardware, software applications and platforms used by CI Financial and its subsidiaries
• Previous experience using a ticketing system to log incidents and service requests

Knowledge, Skills & Abilities

• Technical and practical knowledge of Windows and iOS operating systems, as well as the MS Office suite of products
• Technical knowledge of end-user hardware including PCs, Apple devices
• Basic knowledge of networking including TCP/IP and Windows
• Good understanding of internet technologies (http, e-mail, VPN, etc.)
• Understanding of Active Directory and familiarity with managing user access
• Customer service oriented
• Strong written and verbal communication skills
• Excellent problem-solving skills
• Strong interpersonal skills
• Strong organizational skills
• Propensity to learn
• Typing at a medium to fast rate with accuracy
• Ability to manage client expectations by actively listening and communicating in a friendly, professional manner.
• Able to make sound judgments and decisions after a thorough investigation of an incident.
• Ability to prioritize and multi-task several requests in a short period.
• Willing to take initiative and ownership in assisting users, as well as during low call/email volumes.

WHAT WE OFFER 

• Modern HQ location within walking distance from Union Station.
• Equipment Purchase Program.
• Training Reimbursement.
• Paid Professional Designations.
• Employee Share Purchase Program (ESPP).
• Corporate Discount Program.
• Enhanced group benefits.
• Parental Leave Top–up program.
• Fitness membership discounts.
• Volunteer paid Days.

We are focused on building a diverse and inclusive workforce. If you are excited about this role and are not confident you meet all the qualification requirements, we encourage you to apply to investigate the opportunity further.

Please submit your resume in confidence by clicking “Apply”. Only qualified candidates selected for an interview will be contacted. CI Financial Corp. and all of our affiliates (“CI”) are committed to fair and accessible employment practices and provide reasonable accommodations for persons with disabilities. If you require accommodations in order to apply for any job opportunities, require this posting in an additional format, or require accommodation at any stage of the recruitment process please contact us at , or call ext. 4747.

Sony Pictures Imageworks is located on the unceded traditional territory of the Musqueam, Squamish, and Tsleil-Waututh First Nations. We are committed to respecting traditional lands, and working with communities towards reconciliation.
Sony Pictures Imageworks Canada Inc.
1285 W Pender St Vancouver, BC V6E 4B1
Vancouver, British Columbia, Canada, V7K 1Y4
Project based, Full Time
Language in work environment - English
Benefits per company policy: include healthcare, tuition reimbursement, RRSP's, Sick and Vacation leave, standard increases as applicable
**Sony Imageworks Vancouver is seeking a Service Desk Analyst!**
**Job Summary**
As a Level 1 Service Desk Analyst, you will be the first line of support for the organization, receiving incident reports and service requests from internal clients, recording them in the ITSM system, resolving where possible and escalating them to Level 2 or 3 if you are unable to resolve them. You will also be assigned to certain projects or other initiatives as time permits. The successful candidate will be an ambassador for fostering positive change.
**Education, Qualifications and Experience**
Formal Education
+ Bachelor's degree, with a preference for Computer Science, Engineering or other technical degree or relevant experience
Professional Certifications
+ ITIL Foundation Certificate
Experience
+ 2+ years' experience working on a helpdesk or other customer service role, preferably in a Media related industry
+ Experience in customer service management techniques
+ Experience working in a Linux or Windows environment providing technical support
+ Experience working with FreshService or a similar service management system
+ A true team player with great communication and interpersonal skills
**Skills and Responsibilities**
Customer Service Support
+ Responds to common requests for service by providing information to enable fulfillment.
+ Promptly allocates unresolved calls as appropriate
+ Maintains records, informs users about the process and advises relevant persons of actions taken
Incident Management
+ Provides first line investigation and gathers information to enable incident resolution and allocate incidents
+ Accurately logs, categorizes, and prioritizes all incoming incidents from various channels, ensuring all necessary information is captured for an efficient resolution process.
+ Advises relevant persons of actions taken
+ Acts as a key communication point during IT service interruptions, ensuring stakeholders are informed according to established procedures.
+ Accountable for achieving key performance indicators (KPIs) such as First Contact Resolution (FCR), Time to Resolution (TTR), and customer satisfaction (CSAT) scores.
Systems Installation and Removal
+ Follows agreed procedures to perform simple installations, replace consumable items and check the correct working of installations
+ Documents and reports on work done
Network Support
+ Assists in the investigation and resolution of network problems
Application Support
+ Assists in the investigation and resolution of issues relating to applications
Security Operations
+ Performs simple security administration tasks. Maintains relevant records and documentation
Knowledge Management
+ Maintains knowledge management systems and content to meet business needs
Asset Management
+ Uses agreed procedures to maintain an accurate register of assets
+ Performs activities related to the administration of assets
Other
+ You will establish a clear understanding of the company's vision, goals and strategy and actively contribute to the achievement of the goals and execution of the strategy
+ Results-oriented with a history of consistently meeting deadlines
+ Excellent written and spoken technical English
+ Ability to communicate in French an asset
+ Ability to work with distributed teams
The anticipated base salary for this position is $30.29 to $33.65/hr. This role may also qualify for annual incentive and/or comprehensive benefits per company policy: including healthcare, tuition reimbursement, RRSP's, sick and vacation leave, standard increases as applicable. The actual base salary offered will depend on a variety of factors, including without limitation, the qualifications of the individual applicant for the position, years of relevant experience, level of education attained, certifications or other professional licenses held, and if applicable, the location of the position.
We value unique perspectives, and want diverse, unique talent to work with us. We encourage candidates from all identities to apply.
Sony Pictures Entertainment is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, age, sexual orientation, gender identity, or other protected characteristics.