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Export Development Canada (EDC) is a financial Crown corporation dedicated to helping Canadian businesses make an impact at home and abroad. EDC offers financial products and knowledge to help Canadian businesses confidently enter new markets, reduce financial risk, and grow their business.

When you join our team, you’ll be helping Canadian businesses learn the endless possibilities that open to them through export and help bring their vision, passion, and innovation to the world. Your knowledge and expertise will support more than 25,000 Canadian businesses and their customers in as many as 200 markets worldwide. You’ll work amongst the best and brightest in an inclusive, collaborative environment that fosters professional development and success. And you’ll know that you’re making an impact every day – for businesses, for Canada and for the people you work with.

Are you ready to make an impact? Join EDC, recognized as a Top 100 and Top Family-Friendly Employer, as we take on the risk so Canadian businesses can take on the world. #LI-Hybrid

Team & Job Overview

A Technology Service Desk Analyst service provider who believes customer satisfaction is a priority and would like to develop your career in IT. The service provider will be part of a small but highly talented group of individuals that keep EDC, on the leading edge of technology and state of the art applications. Provide support in our regional and international offices. Adds, moves, and makes changes to support end user equipment’s including telephony equipment. Provides problem resolution on software and hardware including audio visual, video conferencing and mobile services. Works with other IT teams to resolve technology issues and escalates as appropriate.

Responsibilities

• Provide Service Desk technical support to users either via phone, email, portal or desk side as required.Answering Service Desk Calls/Emails and provide follow up to reported issues.
• Daily usage of Service Desk Tool following best practices e.g., resolution steps, recommendations to users.
• Providing technical support for our Microsoft Office, CRM, ERP and telephone systems.
• Support the roll out of new and existing applications.
• Running reports to analyze common end user problems.
• Involvement in various projects for the Infrastructure and End User Service Teams.
• Provide educational and support information for our systems through various mediums.
• Build relationships with customers both in person and over the phone.
• Provide advanced troubleshooting for all types of technical inquiries, service requests, and issues involving computers, O365, network, smartphones/tablets, AV systems, enterprise applications/systems.
• Contribute to team innovation through ideas for process improvement and efficiency.
• Develop, implement, and/or participate in the preparation knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements.
• Document all problems and solutions in the Service Desk Tracking System.
• Be available to work rotating schedules which include evenings, weekends, and holidays.

Screening Criteria

• Undergraduate Degree or College Diploma in Computer Science or related field.
• Minimum 3 years (T2) and 5 years (T3) work experience in a Service Desk or Help Desk environment.
• Proven technical administration experience in:
• Windows 10 and MAC OS.
• Office 2010/2016 and O365.
• Active Directory (ActiveRoles Server).
• Exchange and SharePoint.
• OneDrive.
• Microsoft Teams, WebEx.
• Mobile OS - Apple IOS and Android.
• ServiceNow, Cherwell, Service Manager, Remedy.

Assets

• ITIL V3/V4 Certificate.
• Exceptional customer service and interpersonal skills, with a focus on rapport-building.
• Experience creating and maintaining Knowledge Base articles for end-users and Technical team.
• Ability to clearly communicate over email and phone.
• 5+ years of experience of related customer service experience.
• Ensure timely resolution or escalation of incidents, and prompt communications of progress to end-users.
• Strong analytical and problem-solving skills.
• Related technical experience in a office environment or remotely.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a fast-paced environment.
• Experience working in a team-oriented, collaborative environment.

Salary Range

• T2, 48,000-72,000, plus performance-based incentive
• T3, 56,100-84,300, plus performance-based incentive

Salary ranges and compensation structure are currently under review. We anticipate updates to be in effect in July 2023.