Service Desk Intake Administrator (12-Month Contract)

Are you detail-oriented and organized, and have a passion for providing top-notch customer service? We are currently seeking a dedicated Service Desk Intake Administrator to join our IT Services team on a temporary basis (12-month contract).

As a Service Desk Intake Administrator, you will play a critical role in ensuring that incoming queries for assistance are accurately recorded and promptly addressed.

This is an ideal role for a multitasking, people oriented individual to ensure efficient handling of incoming assistance requests, timely incident resolution, and exceptional customer service.

What you will be doing:

• Record, track, and document the service desk incident-solving process.
• Identify common problems based on their own work and discussions with others.
• Complete IT Procurement requests as required
• Perform similar duties as assigned
• Perform post-resolution follow-ups with users as required.
• Provide suggestions for continual improvement.
• Research solutions through internal and external knowledgebase as needed.
• Refer service calls to an appropriate Service Desk Technician for resolution based on existing processes

What you bring to the table:

• Experience with Microsoft Windows desktops and laptops
• Ability to learn quickly in a fast-paced environment.
• Previous customer service experience preferred.
• Relevant certifications (e.g., ITIL) are a bonus.
• Familiarity with IT service management tools, like ServiceNow, a plus.
• Strong organizational and communication skills.
• Basic IT knowledge and problem-solving abilities.

What We Promise:

• An opportunity to launch and/or grow your career with a huge, stable, international not-for-profit organization
• The chance to be part of a leading digital and business transformation for over 100,000 employees and volunteers
• We live our Core Values as a faith & values-based organization, we hire and serve people of all backgrounds, faiths, and traditions – there’s a place for everyone to belong here.
• Work from home and flexible hours
• Continuous learning and growth through challenging work
• Belonging to a creative, dynamic team of IT professionals where what you do will make a difference in your own backyard and across Canada & Bermuda
• Benefits (wording for full time/remove for temporary)

How We Hire:

We are committed to creating a workplace where people experience meaningful work, a sense of hope and optimism, an environment of trust, and inspired results. If this sounds like an environment in which you would like to work, apply here today!

We embrace equity, diversity, justice, inclusion and belonging and we’re committed to building a team that represents many backgrounds, perspectives and skills, representative of the communities we serve. The more inclusive we are, the better our work and workplace will be. The Salvation Army will provide reasonable accommodation upon request. Please let us know if you have a need for any accommodation.

We thank all applicants and will contact candidates selected for next steps. Internal Applicants, please speak with your manager about your intentions prior to submitting your application.