Associate Specialist Service Operations (Service Desk)

TL;DR

Associate Specialist Service Operations (Service Desk): Executing Standard Operating Procedures for ITIL processes like Incident Management and Request Fulfillment with an accent on managing standard incidents related to global VHF networks and basic requests. Focus on maintaining accurate logs, incident reports, providing updates to stakeholders, and collaborating with vendors for prompt resolution.

Location: Montreal, Canada. Work from home up to 2 days/week. Flex-Location allows working from any location in the world for up to 30 days a year.

Company

hirify.global is a technology and communication innovations provider powering the global air travel industry, operating in 95% of international airports.

What you will do

• Execute Standard Operating Procedures for incident management and request fulfillment.
• Maintain accurate logs, incident reports, and provide comprehensive updates to stakeholders.
• Document all actions according to company policies and procedures.
• Collaborate with vendors and service providers to address incidents and ensure prompt resolution.
• Utilize various tools to monitor, remediate, and manage assigned tickets.

Requirements

• Proven experience in telecommunications in large scale.
• Proven experience in a customer service role, preferably in a technical support or service desk environment.
• Fluent in English (verbal and written communication skills).
• Ability to work in a shift-based schedule, including weekends and holidays, to provide 24/7 coverage.
• Strong time management and multitasking abilities.
• Strong documentation skills.

Nice to have

• High school diploma or equivalent with additional technical certifications or a degree in a related field.
• Experience in Air Transport.
• Troubleshooting and problem-solving skills.
• ITIL V4 Foundation certificate and experience working with ServiceNow.

Culture & Benefits

• Diverse and inclusive environment, operating in 200 countries.
• Flex Week: Work from home up to 2 days/week.
• Flex Day: Make your workday suit your life and plans.
• Flex-Location: Take up to 30 days a year to work from any location in the world.
• Employee Wellbeing program with EAP and Champion Health.
• Professional Development: Access to training platforms like LinkedIn Learning.
• Competitive benefits localized to market and employment status.