Service Desk Specialist

HCLTech; Calgary; On-site; CAD 45,000 - 60,000; Full time

Job summary

A global IT services company is seeking a Service Desk Specialist to join its IT support team in Calgary, Alberta. The ideal candidate will possess technical skills in troubleshooting hardware and software, have experience in IT support, and be fully bilingual in English and French. This position involves providing first-level technical support, handling service requests via ServiceNow, and participating in continuous improvement initiatives. The role requires on-site work and supports a 24×7 operational environment.

Qualifications

• 6 months to 1 year of experience in IT Service Desk or technical support.
• Strong technical troubleshooting skills.
• Fully bilingual in English and French.

Responsibilities

• Provide first-level technical support for end users.
• Handle incidents and service requests using ServiceNow.
• Perform PC troubleshooting for hardware and software issues.

Skills

PC troubleshooting (hardware/software)

Customer service

Communication skills

Problem-solving skills

Bilingual (English and French)

Education

ITIL v4 Foundation or CompTIA A+ preferred

Tools

ServiceNow

AWS Connect

IVR systems

Job description

About the Role

We are looking for an enthusiastic and technically skilled Service Desk Specialist to join our IT support team. The ideal candidate will bring a solid understanding of service desk operations, demonstrate hands‑on troubleshooting abilities, and deliver an excellent end‑user support experience in a fast‑paced, 24×7 environment. This role is well‑suited for professionals with 6 months to 1 year of experience in IT support who are eager to grow their career within enterprise IT service delivery.

Key Responsibilities

• Provide first‑level technical support for end users across hardware, software, and network‑related issues.
• Handle incidents and service requests using ServiceNow in line with defined SLAs.
• Perform PC troubleshooting for hardware and operating system issues.
• Manage and update Knowledge Base articles, ensuring accuracy and usability.
• Generate basic reports from ServiceNow to track ticket trends and performance metrics.
• Support AWS Connect and IVR management, ensuring proper call flow and user routing.
• Escalate complex issues to Level 2 / 3 teams while maintaining ownership until resolution.
• Participate in team meetings, shift handovers, and continuous improvement initiatives.
• Provide on‑site support and ensure workplace technology (workstations, peripherals, etc.) functions optimally.

Required Qualifications

• 6 months to 1 year of experience working in an IT Service Desk or technical support role.
• Strong technical skills in PC troubleshooting (hardware / software).
• Working knowledge of ServiceNow, AWS Connect, and IVR systems.
• Excellent customer service, communication, and problem‑solving skills.
• Fully bilingual (English and French) – written and verbal.
• Willing to work on‑site (five days a week) and support a 24×7 rotational schedule.

Preferred Certifications

• ITIL v4 Foundation – preferred.
• CompTIA A+ or TIA certification – preferred.
• Additional certifications in Windows or customer service support will be an asset.