Support Specialist I Service Desk Jobs

Handling major incident management for all events that affect the availability of the Live Casino Service including but not limited to:

Execution of job duties requires secondary (higher, special etc.) education;

Strong written and oral knowledge of English;

Ability to follow procedures and fulfil tasks given by direct manager;

Ensuring that all tables are operational without interruptions;

Ensuring games results are completed and processed according to the correct procedures to guarantee integrity of games;

Inform management of recurring problems

Post-secondary degree or diploma in Computer Science, or an IT related discipline and/or IT Service Desk experience.

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

Follows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete

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. 

Help desk experience - 2-3Y+

Excellent communication and interpersonal skills - 2-4Y+

Reports to: Manager, IT Infrastructure Services

 One to three years’ experience working in a help desk role

 Experience supporting Microsoft operating systems and applications

 Excellent written and oral communication skills

• Document customer interactions using ticket management software.

• Contribute to the incident management process (incident identification and classification, problem investigation, incidents solutions, and escalation).

• Trigger change management processes on hardware software and other information assets.

Your Role & Main Responsibilities

Be an active contributor to the employee experience

• Manage access requests according to information security policies and procedures.

Handling major incident management for all events that affect the availability of the Live Casino Service including but not limited to:

Execution of job duties requires secondary (higher, special etc.) education;

Strong written and oral knowledge of English;

Ability to follow procedures and fulfil tasks given by direct manager;

Ensuring that all tables are operational without interruptions;

Ensuring games results are completed and processed according to the correct procedures to guarantee integrity of games;

The successful candidate will have experience in supporting post-secondary education systems and/or systems that support post-secondary education.

Our Alberta government client is in need of a Technical Support Specialist for a 2-year contract.

Help Desk Analyst works directly with end users to troubleshoot technical issues.

• Receive and respond to inquiries related to applications supported by the Help Desk.

• Advise inquirers of any resolution to an inquiry.

• Work effectively through communication with technical and /or business teams to resolve client issues.

Provide phone and email-based help desk support and resolve problems as per client requirements.

5 years of hands-on IT support experience

Experience with user account administration with Active Directory

Experience with Troubleshooting printers, and other peripherals

A+, or other industry certifications would be an asset ITIL v3 or v4.

Exceptional writing skills, including documenting configuration and support information.

(4.) Work on value adding activities such Knowledge base update and management, Training fresher’s, coaching analysts

(3.) To adhere to quality standards, regulatory requirements and company policies

Location: Fort Mcmurray Alberta, Canada

This role is a combination of Service Desk and Deskside Support.

Perform incident/request identification, reporting, logging of records, initial resolution, tracking of ticket, reporting and ticket status.

Answer questions on use or features for all standard hardware and software systems.

Strong time management, prioritization and organizational skills

Follow customer change management processes where required

Provide proactive communication of application/infrastructure problems and issues to key stakeholders, including client stakeholders, Converge management, and support engineers.

Microsoft Intune/Endpoint Management Administration & Automation

Participate in training for new technologies, including obtaining certifications on those technologies

2-4 years experience as an Application Help Desk analyst working directly with stakeholders external to the organization.

Participates in department or firmwide projects as instructed by IT Department management

Use all means possible to assist users including by phone, via email, in-person, or using remote support tools.

A+, Network+, Microsoft, VMWare certifications preferred, but not required.

Minimum 1 year of technical support experience

Possess strong abilities in organizing, prioritizing and multitasking

Expected to be a team player who shares knowledge for collective growth.