Global Service Desk Specialist

About Us:

As the world leader in virtual care, Teladoc Health is passionate about taking care of people. We have been providing care in Canada for over two decades to more than 9 million Canadians and 85,000 plan sponsors. We deliver care across 175 countries (over 51 million members globally), living our mission to empower all people to live their healthiest lives by transforming the healthcare experience. Levering digital technology, we provide whole-person care that spans every stage in a person’s health journey from wellness and prevention to acute care to complex healthcare needs. Our Canadian team has doubled in size over the last two years, and our growth is expected to rapidly continue as we transcend the landscape of future healthcare.

Summary of Position:

Under the direction of the IT Manager, the GSD will provide technical and troubleshooting support to employees in need of assistance with their computer hardware or software.

We’re looking for someone who cares and wants to be involved in our product, mission, and success - way beyond checking off tasks. And of course, at Teladoc you will enjoy true teamwork and lots of fun!

Essential Duties and Responsibilities:

PC/Mac hardware installation & troubleshooting

Desktop software installation and troubleshooting for local and remote users

Provide Desktop support and problem solving to end-users

Tracking of hardware and software additions/changes

Create / Update FAQ’s and other technical documentation

Participate in creation and editing of IT Support Standard Operating Procedures

Provide escalation support for Helpdesk Technicians

Set up, support, and maintain in-house/remote computer systems, desktops, laptops, mobile devices and peripherals.

Communicate the issue statuses and resolutions to stakeholders in a timely manner.

Log issues and resolutions in the tracking system, following up with users to ensure problems were fixed properly.

Ensure accurate documentation of resolution information in the IT Technical Support knowledge management database.

Provide user support for Microsoft Office products including Outlook, Teams, Excel, Word

Keep peers and manager informed of trends, significant problems and delays.

Identify and escalate client issues which may require changes to procedures, standards and systems.

Participate in after hours and weekend coverage as needed.

Perform other related duties as requested

Qualifications:

Bachelor’s degree in a STEM field required (years of relevant work experience may be substituted)

1-6 years’ experience working within a Help Desk, Call Center or NOC environment

Understanding of IT Ticketing Systems

Able to work independently as well as in a team.

Excellent customer service, organizational and prioritizing skills

Microsoft certifications a plus

Disk level imaging solutions.

Strong troubleshooting and research skills – highly curious in nature

Excellent verbal and written communication skills

Knowledge of:

PC/Mac configuration, general network operating systems and network topologies/protocols Windows operating systems and Microsoft Office products

Mac OS

Active Directory, Azure, 0365, JAMF and user administration

Remote access technologies (VPN, SSO)

Automated application deployment (a plus)