Technical Help Desk Specialist

About the role

The Technical Help Desk Specialist provides first‑level, 24/7 support for a range of technology and application services. Working in a hybrid environment in Toronto, you will handle user inquiries via phone, live chat, call‑back and email, and manage access‑request provisioning through ServiceNow.

Key responsibilities

• Respond to and resolve technical incidents across multiple business lines.
• Process access‑request provisioning, including granting, modifying or revoking user access to applications and systems.
• Provide remote software installation, hardware testing and command‑line troubleshooting.
• Maintain accurate records of incidents, remedial actions and installation activities.
• Collaborate with other technology groups to ensure timely resolution of major and minor incidents.

Required profile

• Minimum 1 year of help‑desk experience in a fast‑paced environment.
• Ability to interpret escalated issues and apply knowledge‑base articles, especially for access management.
• Strong analytical and troubleshooting skills with attention to detail.
• Experience with Microsoft Azure applications and a solid understanding of first‑level support processes.
• Demonstrated commitment to trust, teamwork and accountability.

Required skills

• ServiceNow platform for incident and request management.
• Microsoft Azure cloud services.