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Service Desk SpecialistInfrastructureBilingual / BilingueEnglish and French are required / Le français et l'anglais sont requis.2023-06-21CS-2$83,268 - $101,193Act 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.

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

• 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

• 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 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 of the ITIL framework
• Knowledge of MS Exchange, E-mail 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

• Ability to work independently and in a team environment
• Ability to communicate effectively, both orally and in writing, and to provide consultation and hands-on 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

• Strong work ethic and a positive team-player – 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

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