Helpdesk Representative

Are you a tech-savvy professional with a passion for problem-solving and customer service? We are seeking three dynamic Service Availability Representatives to join our team in London, ON. In this role, you will serve as the first line of technical support, helping internal colleagues navigate technical challenges, log incidents, and maintain seamless business operations. This is a long-term, 2-year contract offering excellent shift premiums, comprehensive training, and a strong pathway toward a permanent career.
As a Service Availability Representative, your primary focus is to provide exceptional, first-level technical support. You will manage a variety of inbound technical inquiries via phone and email, ensuring all issues are meticulously documented, analyzed, and resolved within established timelines. By monitoring system resources and identifying trends, you will play a critical role in minimizing business downtime and escalating wide-impact infrastructure outages.

Location: London, Ontario – 100% Onsite
Position Type: 2-Year Contract (Potential for permanent conversion)
Positions Available: 3
Schedule: Rotational shifts (24/7/365 environment, shifts rotate every 2 weeks; must be flexible to work all 3 shifts)
Start Date: ASAP
Pay Rate: $21.50

Advantages
Long-Term Stability: A secure, 2-year contract with real opportunities for permanent conversion.
Professional Growth: Gain hands-on experience supporting enterprise-level technology, applications, and operating systems.
Collaborative Environment: Work alongside a supportive team dedicated to continuous learning and operational excellence.

Responsibilities
First-Level Support: Respond courteously and efficiently to inbound colleague technical inquiries regarding hardware, software, and connectivity issues.
Incident Documentation: Ensure accurate, highly detailed problem documentation and ticketing within internal tracking systems.
Escalation & Follow-Up: Identify, prioritize, and escalate high-impact or potential wide-scale outages to appropriate senior technology groups.
System Monitoring: Monitor resources to ensure application availability and follow strict notification procedures.
Process Improvement: Recommend enhancements to internal departmental processes and stay updated on system interdependencies.

Qualifications
Must-Have Skills & Experience:
Experience: Minimum 1 year of experience in a technical support background, IT service desk, or a technical call center environment.
Technical Savvy: Above-average computing, navigational, and troubleshooting skills, with a solid understanding of PC hardware and components.
Software Proficiency: Good working knowledge of Microsoft Office 365 (Word, Excel, OneNote, PowerPoint).
Communication: Exceptional verbal and written communication skills coupled with top-tier interpersonal and customer service etiquette.
Typing Speed: Ability to type a minimum of 35 WPM.
Education: Minimum of a High School Diploma or equivalent.

Nice-to-Have Skills:
An Associate's degree or higher in a computer-related field.
Relevant IT certifications (e.g., CompTIA A+, Network+, ITIL).
Prior experience navigating corporate ticketing systems.

Summary
If you are interested in the Service Availability Reps position please apply online today!

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.