Service Desk Technician

Blackfluo.ai; Toronto; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading company in software development is seeking a Service Desk Technician to manage service requests and incidents. This role involves supporting customers, monitoring ICT infrastructure, and ensuring efficient IT processes. Candidates should have experience in a Service Desk environment and be fluent in English. The position requires a full-time commitment with rotating shifts, including nights and weekends.

Qualifications

• At least 2 years of experience in a Service Desk environment.
• Fluent in English (verbal and written).

Responsibilities

• Manage support requests and incidents in the ticketing system.
• Monitor ICT infrastructure and inform customers about outages.
• Develop and improve technical service policies and documentation.

Skills

Customer Support

Incident Management

Troubleshooting

User Administration

Scripting

Education

ITIL V.4 Foundation Certification

Tools

Ticketing Tools

Monitoring Tools

Backup Tools

Job description

Join to apply for the Service Desk Technician role at Blackfluo.ai

The Service Desk is responsible for managing service requests and incidents, collecting, recording, and resolving technical issues at Tier 1, and escalating complex incidents as needed. It also monitors the corporate ICT infrastructure and supports various IT processes such as Major Incident, Problem, Change, and Configuration Management.

Service Desk technicians work on a rotation basis to cover 24x7 operations, including holidays, nights, and weekends, with an eight-hour shift during weekdays and holidays, and a 12-hour shift during weekends.

Duties and Responsibilities:

• Manage support requests, incidents, and event-generated incidents in the ticketing system.
• Analyze and resolve incidents according to established procedures.
• Escalate incidents when necessary and implement measures to prevent recurrence.
• Manage support requests until closure.
• Monitor ICT infrastructure using various technologies.
• Inform customers about outages, known errors, and resolution progress.
• Develop or improve technical service policies and documentation.
• Update the technical information database, knowledge base, workflows, and procedures.
• Create technical documentation or user manuals as needed.
• Assist in coordinating changes and updating the CMDB.
• Perform other duties as required.

Required Qualifications & Experience:

• At least 2 years of experience in a Service Desk environment supporting customers.
• Knowledge of ticketing tools, incident and request management, and escalation procedures.
• Experience with operational monitoring tools, alert troubleshooting, and ticket escalation.
• Skills in user creation and administration, security groups, and mailbox management.
• Experience with virtual machine builds, snapshots, and server troubleshooting.
• Familiarity with MFA software, DHCP & DNS management, backup tools, and scripting.
• Fluent in English (verbal and written).
• ITIL V.4 foundation certification.

Additional Details:

• Seniority level: Not Applicable
• Employment type: Full-time
• Job function: Information Technology
• Industry: Software Development