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About the Role

The Service Desk Specialist is a primary IT support contact for users across Canada, providing national front-line and second-level service. This role involves answering inquiries, fulfilling requests, and resolving issues remotely as part of a national IT team. The specialist will also support the organization's IT by installing, diagnosing, repairing, maintaining, and upgrading supported systems to ensure optimal performance, documenting all efforts using the provided ticket management tool. Core hours are Monday to Friday during business hours, with compensated on-call availability on a rotating schedule.

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 to provide services to customers.
Perform Active Directory User Management, including user account creation and maintenance.
Manage Office 365 accounts and access.
Support desktop and associated hardware (e.g., PC, printers, copiers, etc.).
Support desktop software (e.g., Microsoft OS and productivity software, internally developed applications, etc.).
Support telephony systems (Ring Central, Mitel 3300, Avaya/Nortel BCM systems, Bell Alliant UC, etc.).
Provide basic support for LAN Connectivity (core switching, WAN and Data Centre operations, wireless).
Offer remote and onsite support to offices across Canada.
Manage vendors for various managed services such as telephony.
Document 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 by individuals and offices, ensuring all changes are properly updated in the inventory system.
Track licenses for all purchased applications.
Perform patch evaluation, testing, and deployment.
Conduct software updates.
Maintain desktop images (MDT/WSUS/SCCM).
Monitor and update antivirus software.
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.
Allocate 2.5 hours of the work week for professional development.
Contribute to a culture of diversity, inclusion, belonging, and equity (DIBE) by ensuring all staff feel represented, valued, and heard across all aspects of their identity.
Perform other duties as assigned.

Requirements

2 or more years of experience working in a structured technical customer service environment, providing IT support via telephone and email.
Experience in an ITIL based environment is preferred.
2 or more years of 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.
A valid driver’s license and possession of a vehicle is considered an asset.
Bilingualism (French/English) is highly preferred, with French being an asset.
Must be able to submit resume, cover letter, and salary expectations.

Skills

IT support
Telephone support
Email support
ITIL
Desktop computers
Windows environment
Active Directory
O365 administration
User management
LAN configuration
WAN topology
Ticket tracking systems
Analytical skills
Problem-solving skills
Time management
Prioritization
Communication skills
Process improvement
Bilingualism (French/English)

Location

Toronto, ON

Work Type

In-person
Full-time

Experience Level

2+ years

Salary/Compensations

$55,000 - $60,000 CAD

Benefits

Paid parental leave
Family sick time
Health insurance
Fulfilling work environment
Compensated on-call support

About the Company

The Canadian Cancer Society works tirelessly to save lives, improve lives and drive collective action against cancer.
Together, they raise funds to invest in transformative cancer research, provide a caring support system for everyone affected by cancer, and advocate to governments to create a healthier future for all.
The Digital Strategy & Technology team is at the forefront of CCS’s digital transformation, harnessing digital tools, data and technology to boost fundraising capabilities and enhance the experience of everyone who interacts online.
CCS provides impactful opportunities to transform the lives of Canadians affected by cancer.
They are devoted to creating an inclusive workplace that celebrates diverse experiences and skills.
Their inspiring culture is rooted in core values and commitment to meaningful change: COURAGEOUS, UNITED, CARING, RIGOROUS.

Equal Opportunity

CCS is devoted to creating an inclusive workplace that celebrates diverse experiences and skills, encouraging all qualified candidates to join us.
At CCS, they celebrate individuality and the strength of diversity.
They are committed to fostering an inclusive and equitable workplace that empowers everyone.
They encourage applications from all qualified candidates, including those from equity-deserving groups such as BIPOC, 2SLGBTQI+ communities, individuals with disabilities, veterans, and others who contribute to the richness of the organization.
CCS is dedicated to employment equity and encourages applications from all qualified candidates.
Accommodation will be provided as requested throughout the recruitment process.