3,660 Service Desk jobs in Canada

Job Description

Job Description

Salary:

About ESW IT Business Advisors

ESW-IT is an established IT Consulting Firm providing end-to-end IT services and solutions to small, mid-sized, and enterprise businesses. At ESW-IT, we are focused on helping clients achieve their goals to drive strategic business value from IT. By combining our industry experience, technical expertise, proven implementation methodologies with the right infrastructure and tools we can decrease costs and complexity and increase IT innovation. ESW-IT proudly promotes its Core Values of Courageous Spirit, Servant Heart, and Fun Attitude

Our Core Values

To create our core values, ESW invited Co-Workers to outline values important to them personally. This feedback was then finalized into ESW Corporate Values.

• Courageous Spirit - Intentionally moving forward while persevering in a positive manner.
• Servant Heart - Willingness to put others ahead of us while fostering fellowship with co-workers, clients, vendors and community.
• Fun Attitude - Approaching our lives in a way which encourages excitement, passion and enjoyment.

This position reports to: Taryn McIlmoyle

Position Highlights

• Service Desk Analyst
• Location: Calgary, Alberta
• Full time, permanent
• Hours: 9 am 6pm (After training period)

Core Competencies required for this position

• Client-centered Communication
• Results-oriented
• Collaborative Mindset
• Initiative and Accountability
• Empathetic Engagement

Primary Focus/ Job Description

• Act as the first line of support for all IT-related incidents and service requests via phone, email, and/or ticketing system
• Accurately log, categorize, and prioritize incoming issues using the service desk tool
• Troubleshoot and resolve hardware, software, and network issues for end-users
• Provide support for common enterprise applications (e.g., Microsoft 365, Windows, VPN, remote access tools)
• Escalate unresolved incidents to appropriate support teams in accordance with SLAs
• Follow up with users to ensure issues are resolved and satisfaction is achieved
• Document solutions and contribute to the IT knowledge base and FAQs
• Assist in onboarding and offboarding processes including user account setup and access permissions
• Support mobile devices, printers, and other peripheral equipment
• Adhere to IT service management best practices
• Additional duties as required to support the business or team

Skills and Experience Required

• Post-secondary education in a computer related discipline such as Computer Engineering Technology Diploma
• A+, MS100, and other industry certifications are desirable
• Background in Microsoft based environments with strong desktop skills
• Strong verbal and written English skills
• Clearly communicate with clients by phone, in person, and in writing
• Able to remain calm and work efficiently in stressful circumstances
• Able to work well as part of a team
• An appropriate combination of education and experience will be considered

Working Conditions

• This role can be physically demanding at times, requiring the carrying, setting up, and servicing of hardware weighing up to 50 pounds, in a variety of office environments
• The successful candidate must comply with the safety standards of ESW-IT and/or its clients

Contacts

• External clients and vendors
• ESW Leaders, coworkers, and administrative staff

How To Apply

Please provide a cover letter, kindly include:

• Where you saw this position advertised
  
• If you were referred to this position, the name of the ESW co-worker who referred you.

Only applicants eligible to work in Canada will be considered.

Background checks and other assessments are conditions of employment.

To view all our job postings, visit our website at

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

Our team is looking to hire an Associate, Service Desk to support various brands, as part of Internet Companies Group (ICG), a division of Bell Canada serving both consumer and business needs across Canada.

LOCATION:

• Longueuil, Quebec

ABOUT THE OPPORTUNITY:
The Bilingual Associate, Service Desk will be responsible for providing technical support and assistance to end-users experiencing computer, software, and network-related issues. The ideal candidate must demonstrate strong problem-solving abilities, excellent communication skills, and be detail-oriented with the ability to document issues accurately and comprehensively.

The successful candidate must be proficient in both French and English, both orally and in writing, and possess a genuine passion for helping others resolve technology challenges.
 

KEY RESPONSIBILITIES:
 

• Provide technical assistance and support for incoming queries and issues from end-users related to computer systems, software, and hardware in both French and English
• Install, configure, and maintain computer systems and peripherals
• Manage user accounts and permissions in Active Directory
• Administer email systems and remote access tools
• Record, track, and document the problem-solving process and actions taken through to final resolution in the ticketing application
• Escalate service requests to the appropriate IS or Operational Support teams as required
• Assist with Service Desk/IT projects and initiatives as needed
• Maintain an inventory of IT equipment and supplies
• Ensure compliance with company policies and procedures
• Follow up with customers, provide feedback, and see problems through to resolution
• Develop solutions, answers, and document frequently asked questions for end users in the service desk environment
• Maintain strict confidentiality of information that may be disclosed when working on users' systems
• Other related duties as assigned

WORKING CONDITIONS:

• Hybrid working arrangement, with 2 to 3 days in office or as needed for real-time support needs.

CREDENTIALS:

• Bachelor's degree or College Diploma in Information Technology, Computer Science, or acceptable combination of education, training, and experience
• Professional certifications in information technology or product certifications would be considered assets (CompTIA A+, Network+, or similar)
• Minimum one (1) year's experience in a Help Desk or IT support role with knowledge of advanced computer hardware including mobile devices and virtual environments

LANGUAGE REQUIREMENTS:

• Fluency in both French and English (written and spoken)

SKILLS & ABILITIES:

• Strong knowledge of Windows and Mac operating systems
• Knowledge in O365 Admin (Exchange, SharePoint, OneDrive, and Teams), Active Directory (including Azure AD), and Intune
• Familiarity with Microsoft Office Suite and common business applications
• Basic knowledge of network infrastructure and security principles
• Ability to utilize PowerShell scripting for automation and task management
• Knowledge of ITIL practices
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Strong organizational and time management skills

(ENGLISH VERSION FOLLOWS)

VOICI CE QUI EST PRÉVU POUR VOUS

Expérimentez une multitude d'opportunités que seule une entreprise en pleine croissance peut offrir en rejoignant une équipe dynamique qui travaille avec vigilance pour remodeler le paysage des télécommunications.

Le cœur et l'âme de notre programme de rémunération sont construits sur les fondations de notre vision, de notre mission et de nos valeurs.

• Un programme de prestations médicales et dentaires d'entreprise de premier plan.
• Nombreux autres avantages.
• Vous aurez des opportunités de croissance et de développement.

La diversité et l'inclusion sont importantes chez nous. Nous apprécions l'unicité de chaque individu et croyons que nos différences nous rendent plus forts. On s'engage à offrir un lieu de travail garantissant l'égalité des chances, le développement et l'avancement pour tous.

QUE SE PASSE-T-IL APRÈS L'ENVOI DE VOTRE CANDIDATURE ?

Si votre candidature correspond aux critères de recherche du responsable, vous pourriez être contacté pour un entretien préliminaire.

En raison du grand nombre de candidatures, tous les postulants n'ayant pas été contactés ne seront pas retenus.

La diversité et l'inclusion sont importantes pour nous. Nous apprécions l'unicité de chaque individu et croyons que nos différences nous rendent plus forts. On s'engage à offrir un lieu de travail garantissant l'égalité des chances, le développement et l'avancement pour tous les employés actuels et futurs.

Des aménagements sont disponibles sur demande pour les candidats participant à tous les aspects du processus de sélection. Pour une demande confidentielle, envoyez simplement un courriel directement à votre recruteur.

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HERE’S WHAT’S IN IT FOR YOU:

Experience a wealth of opportunities that only a growing company can offer by joining a dynamic team that’s vigilantly working together towards reshaping the telecommunications landscape.

The heart and soul of our compensation program is built from the foundation of our vision, mission and values.

• Industry-leading Corporate Medical and Dental benefits program, in addition to many other perks.
• We promote work-life balance with generous PTO.
• We provide a great work environment!
• Opportunities for growth & development.

Diversity and inclusion are very important to us. We appreciate the uniqueness of all individuals and believe that our differences are what make us stronger. We are committed to providing a workplace that ensures equal opportunities, development, and advancement for all.

WHAT HAPPENS AFTER YOU SUBMIT YOUR APPLICATION?

If your application matches the manager’s search criteria, you may be contacted for a pre-screen interview.

Due to high volumes of applications, not all applicants who submit an application will be contacted.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly.

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**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

Company Description

Canadian Bank Note Company (CBN) is a trusted leader in secure technology solutions for governments and businesses worldwide. The company operates across various business domains, including currency production, border security, civil identity, driver identification and vehicle information, excise control, lottery and charitable gaming.

Our 7 Core Principles shape and guide our corporate behaviours and underpin the sense of community you will experience at CBN. We pride ourselves on fostering a supportive and collaborative work environment, where employees are valued for their contributions and encouraged to grow professionally.

At CBN we seek long-term relationships with our employees and recognize and reward them with a competitive total compensation package that includes:

• An industry-leading defined contribution pension plan with company matching contributions (up to 5%) and payment of service fees;
• Best-in-class health, medical, and life insurance benefits;
• Access to virtual and telehealth services and apps; and
• Very progressive fertility, adoption, and surrogacy benefits to support all definitions of family.

Job Description

Internal Job Title:  Service Desk Analyst

Job Type:  Full Time, Permanent

Location:  Ottawa, ON

Work Model:  Hybrid (4-5 days on site to start, taper down as knowledge increases)

Position Summary

As a Service Desk Analyst in our Lottery division, you’ll help ensure our business partners operations run smoothly by quickly resolving technical issues and keeping the systems operational. Your work will help our partner organizations maximize monies for good-cause programs. This position is ideal for a recent graduate who is looking to build their knowledge and skills and prepare themselves for a career in IT support or System Administration.

Responsibilities

Customer Support & Issue Resolution

• Act as the first point of contact for customers for troubleshooting technical issues and user requests
• Advise customers on solutions and escalate issues as needed
• Document and review processes for resolution of common and repeated incidents

Network Operations & Monitoring

• Perform a variety of network problem analysis and monitoring tasks
• Monitor network management systems

Service Management & Workflow Prioritization

• Prioritize and manage the queue of service desk requests to ensure consistent and effective service delivery
• Maintain and follow current standards, procedures, and policies for all incidents, service requests, provisioning and deprovisioning

General & Miscellaneous Duties

• Various other duties and responsibilities

Qualifications

Education and Knowledge

• College certificate (or similar) in an IT related field or an equivalent number of additional years of relevant experience
• Knowledge of the following:
  • IT system fundamentals
    • Hardware, software, networking, security, data and storage
  • IT troubleshooting fundamentals
  • Ticketing systems (asset)
  • Customer service principles

Experience

• 0-2 years of IT support experience
• Experience in a customer-facing position

Technical Environment

• O/S : Linux
• Hardware : Workstations, peripherals, etc.
• Network : LAN, TCP/IP, VPN, PKI, etc.

Skills and Abilities

• Critical thinking skills
  • Analysis, problem solving
• Interpersonal skills
  • Communication, teamwork and collaboration 
• Excellent organization and prioritization skills
• Growth mindset

Mandatory Requirements

• Language : Fluency in English (reading, writing, speaking); Fluency in Spanish is an asset
• Work hours : Ability to work outside of standard (9 am to 5 pm) business hours to enable support for all our customers, for example: 6 a.m. - 2 p.m. or 11 am - 7 pm

Additional Information

Canadian Bank Note Company (CBN) is committed to fostering a diverse and inclusive workplace where all employees are treated with dignity and respect. We are proud to be an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other legally protected status.

We provide equal employment opportunities to all individuals, including women, Indigenous Peoples, persons with disabilities, visible minorities, and members of the 2SLGBTQ+ community. Our commitment to equity extends to all aspects of employment, including recruitment, hiring, promotion, compensation, benefits, training, and development. As part of our commitment to providing an inclusive, barrier free selection process, we ask that if you are contacted regarding the competition for this position, you advise the interview coordinator or any accommodation measures you may require.

At CBN, we value the unique perspectives and experiences that each employee brings to our organization, and we are committed to maintaining a workplace that reflects the diverse communities we serve. We believe that diversity and inclusion drive innovation and success, and we strive to create an environment where every employee can thrive and contribute to our collective goals.

Job Description

Job Description

GlassHouse Systems (GHS) is an enterprise systems, and managed services solutions provider that develops, designs and deploys solutions for leading enterprises in Canada and the US. For almost 32 years, GHS has delivered an enterprise level of service and support to clients. Recognized with industry-leading awards each year, GHS translates this differentiation into positive client experiences.

The technical team lead will lead the day-to-day operations of the IT Service Desk team, ensuring high-quality support for clients and internal teams. This role is also a technical role, with expectations of the Team lead performing various tasks and projects around IT related opportunities supporting clients and internal GHS team. As a lead, the expectation it to guide the IT team ensuring the implementation of best practices, improving response and resolution times, and driving service excellence in the IT Support environment.

Three days a week onsite in the Toronto office is required.

Responsibilities:

• Lead and oversee the Service Desk team to ensure timely and effective handling of incidents, service requests, and escalations in alignment with SLAs.
• Lead and oversee the IT Service Desk team to ensure timely and effective handling of incidents, service requests, and escalations in alignment with SLAs.
• Ensure that the service desk adheres to IT security policies, compliance standards, and internal controls.
• Facilitate in onboarding new clients and users, ensuring seamless IT support integration.
• Monitor, prioritize, and triage both MS and internal ticket queues in ServiceNow to maintain SLA compliance and service efficiency.
• Oversee and optimize ServiceNow workflows, incident management, and automation to enhance efficiency.
• Maintain and enhance the ServiceNow knowledge base by developing documentation and troubleshooting guides to improve issue resolution efficiency.
• Maintaining an auditing inventory of installed software, hardware, and components on the IT Asset Management system.
• Administration support of Windows servers, VMWare Servers and Linux Servers.
• IAM administration/Identity provisioning.
• Work closely with the SOC, Network, and Infrastructure teams to align service desk operations with broader IT support functions.
• Ensure server availability, reliability, security, and performance through proactive monitoring.
• Collaborate with third-party vendors and service providers to implement modern technologies, troubleshoot issues, and perform upgrades or patches as necessary.
• Identify root causes of recurring issues and implement long-term fixes.
• Support data center and server room operations, ensuring adherence to established processes and procedures.
• Communicate effectively with end-users, clients, and internal teams to set expectations and provide updates.
• Develop and maintain shift schedules to ensure 24/7 or business-hour coverage as per operational needs.
• Provide afterhours support based on the scheduled rotation

Personal attributes:

• Excellent written and verbal communication skills, with the ability to effectively communicate technical concepts to both technical and non-technical stakeholders.
• Strong analytical, problem-solving, and troubleshooting skills
• Dedicated team player with team leadership experience, who enjoys working in a fast-paced team atmosphere with the ability to manage multiple priorities, commitments, and projects.
• Ability to create and maintain documentation and training materials, including KB articles, for technical staff and end-user audiences
• Ability to build and foster strong relationships across the organization and with external partner

Disclaimer:

What you'll get:

Competitive salary

Health benefits (medical, vision, dental)

Life insurance

Pension plan

Professional development

Amazing company culture

Free parking

Gym on-site

Join a team of professionals led by a diverse set of leaders from across the industry.

GlassHouse Systems commitment:

We believe that a diverse team is the key to innovation and growth. We are an equal opportunity employer that values diversity at our company and encourages all candidates to apply. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

GlassHouse Systems will accommodate individuals with disabilities through each stage of the recruitment process. Please advise us of any needs when your interview is booked and we will do our best to meet your needs.

Please note that all candidates have to be legally eligible to work in Canada.

Any offer of employment will be conditional upon a criminal record check.

GlassHouse Systems thanks all candidates for their interest, however only those selected to continue in the process will be contacted.

Requirements:

• Education & Experience: University degree/diploma in Computer Science/Information Technology or an equivalent education program, with 5+ years of relevant IT experience.
• Technical Skills: Strong understanding of Windows, Linux, Active Directory, O365, VMWare, VPNs, and Endpoint Security solutions.
• ITSM Tool Skills: Strong experience in ServiceNow Administration, Configuration, and Workflow Automation.
• Automation Skills: Proficiency with automation languages such as PowerShell or Python
• Technical Analysis and Troubleshooting: 5+ years in Service desk role with strong troubleshooting skills.
• Enterprise Applications: Experience working with Microsoft services like Exchange, SharePoint, Teams and familiarity with monitoring tools
• Shift & Resource Management – 24/7 coverage, scheduling, and SLA adherence.
• Travel Requirements: Occasional travel to data centers within the Greater Toronto Area.

NICE TO HAVE:

• Network Administrators Certificate desirable
• Knowledge with public cloud platforms - IBM Cloud a plus
• Experience with monitoring tools like Manage Engine /CheckMK/ Nagios
• Experience with Forescout asset management tool
• Experience with server deployments, tape handling, copper and fiber cabling in data center environments is beneficial.

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.