Service Desk Specialist
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.
How to Apply
Ready to start your career as a Service Desk Specialist at HCLTech?
- Click the "Apply Now" button below.
- Review the safety warning in the modal.
- You will be redirected to the employer's official portal to complete your application.
- Ensure your resume and cover letter are tailored to the job description using our AI tools.
Frequently Asked Questions
Who is hiring?▼
This role is with HCLTech in Calgary.
Is this a remote position?▼
This appears to be an on-site role in Calgary.
What is the hiring process?▼
After you click "Apply Now", you will be redirected to the employer's official site to submit your resume. You can typically expect to hear back within 1-2 weeks if shortlisted.
How can I improve my application?▼
Tailor your resume to the specific job description. You can use our free Resume Analyzer to see how well you match the requirements.
What skills are needed?▼
Refer to the "Job Description" section above for a detailed list of required and preferred qualifications.