Service Desk Specialist

Job Title : Service Desk Specialist

Location : Hamilton, ON Detailed office location information can be found by visiting this link : (https : / / cancer.ca / en / contact-us)

Work Model : Hybrid (Preference will be given to candidates that are willing and able attend the office in person 5 days a week.)

Salary Band : 4 ($52,000 - $75,000 CAD)

WHY JOIN THE CANADIAN CANCER SOCIETY (CCS)?

The Canadian Cancer Society works tirelessly to save and improve lives. We raise funds to fuel the brightest minds in cancer research.

We provide a compassionate support system for all those affected by cancer, across Canada and for all types of cancer. Together with patients, supporters, donors and volunteers, we work to create a healthier future for everyone.

Because to take on cancer, it takes all of us. It takes a society.

Help us make a difference.

COME AS YOU ARE

At CCS, we embrace everyone’s uniqueness and recognize the strength that lies in differences. We believe in the power of our collective potential and strive to achieve a more diverse, inclusive, and equitable workplace to empower and create opportunities for all.

We welcome and encourage applications from all qualified candidates regardless of their gender, age, religion, race, ethnicity, and nationality.

Particularly equity deserving groups, such as members of the BIPOC, and 2SLGBTQI+ communities, people living with disabilities, veterans, and anyone who may contribute to the further diversification of the Canadian Cancer Society.

Together we unite and inspire all Canadians to change the future of cancer.

JOB OVERVIEW

The Service Desk Specialist is one of the primary IT support contacts for users, across the country, for the Canadian Cancer Society.

Located in Vancouver, this position provides both national front-line and second level service to our customers by, answering inquiries, fulfilling requests and working remotely as part of a multi-location, national IT team to resolve issues.

Additionally, the Service Desk Specialist supports the information technology of the organization by providing assistance with;

installing, diagnosing, repairing, maintaining, and upgrading all supported systems to ensure optimal performance. Supported systems includes but are not limited to, the desktop environment, printers, copiers and similar devices, telephony services and equipment as well as LAN equipment (excluding core switching, WAN and Data Centre operations).

This is to be achieved in a timely and accurate fashion, while ensuring all effort is properly documented using the provided ticket management tool.

The core hours are Monday to Friday during business hours. The role requires availability for on-call support during a rotating schedule from time to time that is compensated.

WHAT YOU’LL BE DOING :

Customer Service and Support

• As part of the Service Centre team, provide a single point of contact for the triage of all IT related incidents.
• Serve as liaison between user community and the technology department to resolve issues.
• Create, update and manage customer Incident and Service Request tickets, ensuring timely and accurate communication and completion.
• Service Request fulfilment, working with other IT Team members, as well as other business groups, to provide services to our customers.

Desktop Support for :

• Active Directory User Management (e.g. User account creation and maintenance).
• Office 365 account and access management.
• Desktop and associated hardware (e.g. PC, printers, copiers, etc.).
• Desktop software (e.g. Microsoft OS and productivity software, internally developed applications, etc.).
• Telephony systems (Ring Central, Mitel 3300, Avaya / Nortel BCM systems, Bell Alliant UC, etc.).
• LAN Connectivity (Basic knowledge of core switching, WAN and Data Centre operations, wireless).
• Remote and onsite support to offices across Canada.
• Vendor management for various managed services such as telephony.

Ticket Management

• Full documentation of all effort required to resolve identified incidents.
• Management of all created incident ticket to ensure accurate and timely handling and proactive communication and updates to users.
• Ongoing analysis of Incident tickets to identify chronic and problem issues.
• Proactive escalation of Incidents where needed to ensure timely action on tickets.

Change Management Fulfilment

• User management (e.g. user access management and maintenance).
• Computer and other technology purchasing, setup and deployment.
• Basic telephone setup and installation.
• Inventory management by individuals and offices (ensuring all changes are properly updated in our inventory system).
• License tracking of all purchased applications.

Preventative Maintenance

• Patch evaluation, testing and deployment.
• Software updates.
• Desktop Image Maintenance (MDT / WSUS / SCCM).
• Antivirus monitoring and updating.
• Other desktop preventative maintenance task (e.g. defragmentation, drive space monitoring).

Reporting and Analysis

• Hardware and Software Inventory Management reports published quarterly.
• Participate in process improvement exercises.
• Provide incident analysis and problem identification based on Service Desk ticket reviews
• Assist with the creation and publishing of Service Delivery Reports (e.g. SLA, Uptime and compliance reports).
• Participate in major incident and root cause analysis meetings and discussions.
• Participate in process development and implementation.
• Participate in the capacity planning process as it relates to Desktop.

Product Evaluation

• Evaluation and identification of desktop and associated hardware for future deployment.
• Desktop image creation.
• Desktop software evaluation.

Professional Development

2.5 hours of the work week are allocated for professional development

QUALIFICATIONS :

• 2or more years’ experience working in a structured technical customer service environment, providing IT support via telephone and email (Experience in an ITIL based environment preferred).
• 2 or more years’ experience working with desktop computers, supporting Windows environment (Win10 / Server 2012+).
• Working knowledge of Active Directory, O365 administration and user management, LAN configuration and protocols and basic knowledge of WAN topology.
• Experience with ticket tracking system(s).
• Fluently bilingual in French and English.
• Ability to manage multiple demands with time related constraints in a fast-paced environment.
• Make decisions and recommendations requiring analysis and interpretation within established procedures.
• Excellent analytical and problem-solving skills.
• Strong interest in participating in process improvement.
• Strong time management skills and ability to prioritize tasks.
• Excellent communication skills, ability to effectively and calmly liaise with clients and IT team members to facilitate service delivery.
• A valid driver’s license and possession of a vehicle as some travel to the local office will be required.
• Actively contribute to our culture of justice, belonging, equity, diversity, and inclusion by ensuring that all staff feel represented and heard regardless of their gender, age, religion, ethnicity, and nationality or race.
• Other duties as assigned.

WHAT YOU CAN EXPECT FROM US :

CCS offers meaningful opportunities to help make a difference in the lives of Canadians with cancer, their caregivers, families and communities.

We are committed to building and nurturing an inclusive community for our employees by highlighting their unique experiences.

We value diverse skills and strongly encourage applications from all qualified candidates. CCS is committed to fostering a culture that is inspiring, supportive and exemplifies our core values :

COURAGEOUS UNITED CARING RIGOROUS

In return for your skills and dedication, we offer an attractive compensation package that encompasses a competitive salary, excellent benefits, which include paid parental leave, paid family sick time and health insurance, and the opportunity to have a rewarding employment experience where your contributions can make a true difference every day.

HOW TO APPLY :

Qualified candidates are invited to submit their resume , cover letter and salary expectations by November 20th, 2024

We thank all candidates for their interest and advise that only those selected for an interview will be contacted.

OTHER INFORMATION :

CCS is committed to employment equity and encourages applications from all qualified candidates. In accordance with the local provincial Accessibility Act, accommodation will be provided as requested throughout the recruitment process.

We want to make the interview process a great experience for you!

Please note that in keeping with the mandate of CCS to model and promote healthy lifestyles, employees are not permitted to smoke in or about CCS premises or while carrying out CCS business.

Privacy Disclosure

We collect your personal information through forms, by phone or in person to evaluate your candidacy for the role(s) you have applied for, to contact you regarding your candidacy, and to generate recruitment-related reports.

If selected for a position at CCS the information provided will be used for the purposes of pre-employment checks and added to your employee file.

We may share your personal information with third parties, including recruitment consultants, within or outside your province or territory or outside Canada to carry out the purposes identified above, or as required by law.

We may contact you by mail, email, phone or text. You can exercise your right to access your information or have it corrected, unsubscribe from communications or withdraw your consent by selecting these options within the ADP system, or by contacting priacy@cancer.

ca.For more information about our privacy practices, visit cancer.ca / privacy.

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