Service Desk Specialist - Ottawa, Canada - NAV Canada

NAV Canada

Verified Company

Ottawa, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job Posting Title

Service Desk Specialist

Job Category

Infrastructure

Language Requirements

Bilingual / Bilingue

English and French are required / Le français et l'anglais sont requis.

Posting End Date

Job Grade

CS-2

Pay Range

$83,268 - $101,193

Job Summary

Act as first point of contact for NAV CANADA employees to assist them with incident resolution and service request management via the phone, in person, or electronically.

Resolve technical issues in a timely manner using available resources within the company. Route tickets to other groups according to established support and escalation guidelines. Document all end-user requests and interactions in ticketing system completing all steps as defined.

Job Description:

What NAV CANADA offers you:

Challenging, teamoriented work environment
Competitive compensation and flexible benefits
Defined benefit pension plan
Opportunities for growth and development
Flexible work arrangements
Diverse and inclusive workforce

Job Description:

Key Accountabilities:

Assist users with software installations, configurations, updates and incidents resolution
Provide account management services including password reset and creation of new users accounts
Create tickets for each customer interaction, escalate to other groups as appropriate and monitor tickets in the bin to ensure they are resolved in a timely manner
Perform account management for mobile technologies on the secure authentication server (i.e. secure tokens)
Contribute to the service desk team knowledge base / wiki
Assist in asset tracking and updating hardware / software inventory records
Assist with keeping user tombstone data up to date

Job Requirements

Education:

Graduation from a recognised university or community college with an acceptable specialisation in computer science or information systems; or equivalent combination of education, training and experience.

Experience:

Experience in Information Technology, with a focus in technical support and customer service
Experience in supporting and troubleshooting mobile devices; printers, multifunction devices, other peripherals
Experience in installing and troubleshooting Microsoft Office; Windows based and other commercially available softwares
Comfortable working in and assisting others through remote access desktop programs
Experience with wireless networks and VPN
Experience in customer service, in particular dealing with difficult clients

Knowledge:

Knowledge of the ITIL framework
Knowledge of MS Exchange, Email configuration and administration, as well as MS Active Directory, remote control tools and Group Policy Objects, MS Azure Active Directory, Microsoft inTune will be a plus
Knowledge of a broad range of productivity and performance tools such as MS Office, MS SharePoint, Visio, M365, Teams and MS Project
Knowledge of Local and Wide Area Networks and supporting VPN / remote / wireless connections
Knowledge of supporting and troubleshooting both computer and mobile systems
Knowledge of tickets tracking tools Service Now knowledge is an asset

Abilities:

Ability to work independently and in a team environment
Ability to communicate effectively, both orally and in writing, and to provide consultation and handson assistance to a client community
Ability to effectively manage time and establish reasonable and attainable deadlines for resolution of issues
Ability to analyze and use critical thinking to problem solve with attention to detail
Ability to accept constructive criticism and customer feedback regarding their experience with software or IT services

Personal Suitability:

Strong work ethic and a positive teamplayer trustworthy, capable, and reliable
Leverages interpersonal skills to build internal and external relationships, with an emphasis on those that facilitate the achievement of job/role accountabilities, such as customers and IT forums/organizations
Flexible and competent in dealing with challenging situations while remaining open to feedback and bringing new ideas
Openness to a constantly changing environment

Working conditions:

This position is based at Head Office but may be eligible for a flexible work arrangement.
Will be required to participate in after hour oncall pager rotation

NAV CANADA is committed to building a skilled, diverse workforce reflective of Canadian society.

If you do not believe that you match every job requirement listed on this job posting, we still encourage you to apply.

NAV CANADA encourages a culture of learning and growth, and recognizes that although some technical skills are mandatory, many others can be taught.

Our Company strives to create an inclusive and barrier-free selection process and work environment. If you require accommodations during this competition process, please ensure that you inform the interview coordinator or hiring manager of any accommodation measures yo