It Service Desk Intern Jobs

Significant experience in analyzing IT issues and providing recommendations or solutions to staff or supervisor/manager

Experience in coordinating special tasks or deliverables in an IT Service Desk environment

Experience leading or participating in IT projects

Experience supervising a team in a IT Service Desk environment including coordinating and evaluating the work of staff

Experience with evergreen planning, procurement, distribution and asset tracking of end-user IT hardware and software

Expérience dans la coordination de tâches spéciales ou de produits livrables dans un environnement de bureau de services de la TI

College diploma, in Computer Science, or a combination of equivalent education and work experience required

5+ years' experience in an IT Service desk environment, and 2 years in a 2nd/3rd level support hardware/software

IT Service Desk - HelpDesk– Mandatory Skills

IT Service Desk - HelpDesk - Preferred Skills

Working with SCCM as well as providing end-user support for hardware and software issues

This is an on-site role

Follow all standard operating procedures through the effective use of knowledge management.

Communicate with customers at all levels of technical and non-technical skills sets.

Excellent communication skills, both verbal and written.

Excellent analytical and problem-solving abilities.

Ability to manage effective relationships with end users and 3rd parties.

2 to 3 years service desk experience, and the aspiration to grow into a senior technical role.

Strong problem solving, and analytical skills based on 2-5 years’ experience in an IT Department with acute attention to detail.

2-4 years' experience with being able to remotely troubleshoot laptop hardware

Have working knowledge of Windows 10 with at least 2-4 years of experience troubleshooting problems within the operating system.

ITIL certification is an asset but not a requirement.

A+ Certifications is an asset but not a requirement.

HDI Certification is an asset but not a requirement.

Help customers troubleshoot IT related issues such as with computers, software, mobile devices, printers, monitors, etc, while applying IT knowledge skills

Broad technical knowledge of IT

2 years of experience working as an IT technician and at an IT service provider

Work experience with ticketing applications (Service Now)

Microsoft Windows, O365, Apple products, active directory, remote working tools, CMS

Be proactive and identify areas of improving best practices for the IT team

Experienced in ITSM. (Major incident/Change/Problem management)

Focal person for major incident management.

Perform ServiceNow queue management and make sure incoming tickets and requests are assigned to analysts and completed in a timely manner.

Experience with managing Knowledge Base, articles.

Ticket Trend analysis, Incoming Ticket Queue management (Routing), SLA monitoring.

Diploma in Information Technology, or an acceptable combination of education, experience.

Automate/Labtech or other RMM (Remote Monitoring and Management) system

Microsoft Server management, including Active Directory

Excellent English verbal and written communication skills

Strong problem-solving and decision-making skills

Desire to learn new IT skills and genuine interest in technology

Microsoft, Citrix and SonicWALL certifications would be considered a strong asset

Experience with IT service management systems

Excellent communication, problem-solving, and time management skills

Document all request details and incident troubleshooting in the ticket management system

Intermediate to advanced knowledge of IT tools including Windows 10, Active Directory, Remote Desktop, Office 365, and Google Chrome

Additional certifications such as ITIL Foundations Certification and ComTIA IT Fundamentals are an asset

Benefits Of Working At The Home Office

• Inform management of recurring problems

• Demonstrated IT Service Desk experience

• ITIL certification (Foundation) would be an asset

• Provides tier 1 support to the user community, resolving user queries, incidents, and requests.

• Analyzes and resolves all application software or hardware incidents and requests from end-users

• Accurately logs and tracks incidents and requests from identification through resolution stages

• Inform management of recurring problems

• Demonstrated IT Service Desk experience

• ITIL certification (Foundation) would be an asset

• Provides tier 1 support to the user community, resolving user queries, incidents, and requests.

• Analyzes and resolves all application software or hardware incidents and requests from end-users

• Accurately logs and tracks incidents and requests from identification through resolution stages

Takes action to improve own abilities in line with career goals, including volunteering for "stretch" assignments and taking on increased responsibilities.

Willing to help and encourages others to learn new and different parts of their jobs by sharing knowledge, experience and information.

Handling remote connectivity issues and LAN/WAN connectivity issues.

1-2 years of experience in an IT Service Desk environment

Certifications in Microsoft an asset

Other IT certifications an asset

Experience with Point of Sale hardware, software and menu management support i.e. IBM, Micros etc.

Experience with Call Tracking Software such as HEAT or Zendesk and communications software such as RemoteWare

Update the Recipe Unlimited knowledge base

Experienced with Microsoft Windows and Google Workspace

Knowledge of computer architecture and networking

Excellent listening and verbal communication skills

Knowledge and skill in the use of computing equipment and at least the Microsoft suite of software used at S&C. 

S&C Offers a Competitive Package Of Pay And Benefits, Including

Excellent inter-personal skills especially in oral and written communications. 

Flexible Benefit Options, medical 100% paid by S&C

The responsibilities of this position include, but are not limited to, the following: 

Provide first-level phone support of computer hardware and software deployed globally throughout S&C, including troubleshooting, software usage questions and software installation. 

Minimum of 5 years management experience in leading a multi-disciplinary team of IT staff.

Present updates on issues, recommendations and service levels to the IT management team on a regular basis.

Provide strategic and technical advice, identify issues, risks and recommendations to project teams, stakeholders, and senior management.

Drives IT participation and adoption of ITIL practices such as Incident, Problem and Change Management.

An equivalent combination of education, training and experience may be considered.

Experience in providing prompt, professional IT Services in a time sensitive environment.

ITIL certification – nice to have

IT service desk - 3 Months contract

What will you do :

Diploma or Degree in IT (or working towards one…must have at least 2 years of IT courses)

1-3 years of project management experience with Kanban methodologies.

Record all interactions with customers in our ticket management system.

Ensure the management of access requests in accordance with our security policies.

Contribute to the incident management process by detecting, categorizing, and resolving issues.

Initiate change management processes for hardware, software, and other IT assets.

Manage incoming and outgoing phone calls related to IT support.

1-3 years of project management experience with Kanban methodologies.

Record all interactions with customers in our ticket management system.

Ensure the management of access requests in accordance with our security policies.

Contribute to the incident management process by detecting, categorizing, and resolving issues.

Initiate change management processes for hardware, software, and other IT assets.

Manage incoming and outgoing phone calls related to IT support.

Experience with IT change management and release management processes and can successfully integrate with incident and problem management processes

Supervisory experience to lead and manage the Service Desk and EUC team and oversee contractors to ensure adherence to SLAs

Minimum six (6) years’ experience with IT infrastructure and desktop support services and supervising a team of professionals.

Technical knowledge of I&IT systems analysis, design, development, configuration, testing, release, and installation principles, practices, methods, techniques, and tools for ITIL/ITSM

Supervises in-scope overall activities and specialists to deliver support to Metrolinx business users and meet service level agreements by:

Ensuring the team is providing the highest level of customer service, technical support, and issue resolution

Establish processes for ITSM processes and knowledge management

Demonstrate excellent time management and prioritization skills

Specialist domain knowledge of IT Service Management.

Good knowledge of project management principles

Knowledge on application development processes including thorough knowledge of IT service management concepts (ITIL) being a plus

Work in close alignment with O&M IT team to establish IT processes for request, change, incident and problem management