About the Role

The Senior Service Desk Specialist provides comprehensive information systems technical support, identifying, troubleshooting, and resolving reported user issues and problems, including complex and escalated (Level 3) incidents. This position is responsible for receiving, evaluating, and coordinating with applicable departments upon initial receipt of a user ticket and monitors progress until the ticket is closed out. The SD Specialist collects information to provide regular updates and information to the end users and other IT professionals assigned to the ticket.

This position reports to the Service Desk Manager. This position does not have supervisory responsibilities.

Responsibilities

• Receive, evaluate, and prioritize incoming requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Communicate with users to collect information about initial problem being experienced.
• Provide general assistance to troubleshoot routine issues through use of department policies and procedures.
• Independently troubleshoot and resolve complex technical issues from Level 1, Level 2 and Level 3.
• Collaborate with other IT teams (e.g., Network Operations, System Administration, Development) to resolve advanced and persistent technical problems.
• Document and track information for tickets within the IT Service Management Software, ensuring thorough and accurate records for all resolution steps, including complex Level 3 solutions.
• Contribute to the creation and implementation of Standard Operation Procedures (SOPs) within the department, especially for recurring Level 3 issues.
• Participate and help to identify opportunities for improvements to practices and efficiency within the Service Desk department.
• Contribute to the accomplishments of the department metrics, SLAs, and goals, with a focus on timely resolution of escalated tickets.
• Provide technical solutions and support knowledge to the IT Knowledge Base and department policies, specifically documenting solutions for Level 3 problems.
• Escalate and route tickets throughout various IT departments as applicable only when a resolution cannot be achieved internally within the Service Desk's Level 3 capabilities.

Requirements

• High school diploma or equivalent is required. Continuing education degree preferred.
• At least 3-5 years of progressive experience in a technical support/customer service focused position, with demonstrated ability to resolve complex technical issues (Level 2/3).
• Previous experience with IT Service Management tools in a similar role, cloud based system experience is preferred.
• Comfortable working in a fast-paced environment with little to no issue dealing with multiple tasks at one time.
• Excellent communication abilities and interpersonal skills to be leveraged across virtual platforms and in-person.
• Strong customer service abilities and abilities to interact with professionalism, composure, and empathy.
• Exceptional analytical, troubleshooting, problem-solving, and root cause analysis skills, capable of diagnosing and resolving highly complex technical issues.
• Commitment to quality and achieving results that are oriented to detail and task completion.
• Ability to effectively communicate in English, both verbally and in writing. Additional languages preferred.
• Relevant certifications (e.g., CompTIA A+, Network+, Security+, Microsoft Certified, ITIL Foundation) preferred.

WHY YOU SHOULD JOIN US

BSA Solutions, Inc. emphasizes in:

• Providing you with competitive compensation and benefits that exceed market standards and the Labor Law.
• Ensuring your health and well-being with a comprehensive and generous HMO benefits package for you and one dependent from the start date, a 24/7 employee assistance program, mental health assistance with licensed practitioners, and in-house fitness and wellness programs.
• Encouraging you to take ownership of your choices and be accountable for your personal growth, happiness, and success.
• Challenging your status quo, pushing your boundaries for you to embrace your potential and pursue greatness.
• Building supportive and inclusive communities that inspire and uplift each other, fostering a sense of belonging and connection among its employees and the wider local communities.
• Encouraging you to be authentic, be true to yourself, embrace your uniqueness, and live a fulfilling and purpose-driven life.
• Promoting a growth mindset and a commitment to lifelong learning and encouraging you to seek knowledge, explore new experiences, and embrace challenges as opportunities for personal and professional development.
• Encourages you to appreciate each moment and find balance in your lives, being fully present, cultivating mindfulness, and finding joy in the present.
• Encouraging you to set clear intentions, align your actions with your values, and make conscious choices that contribute to your overall well-being and happiness.

Join us and connect and collaborate with bright minds. Be part of a culture of equity, diversity, and inclusion, where you can showcase your unique talents and expertise to create successful outcomes for you, the client, and the company. All qualified applicants will receive consideration for employment without regard to gender, gender identity/orientation, race, colour, religion, origin, or other characteristics.

Please refer to job description.