Service Desk Consultant

Oakville / Brampton, Toronto, Canada

The Service Desk Consultant is responsible for providing the front-line primary support to consumers (Clients and Internal) of Calligo’s Cloud and Managed Services.

In this capacity the post holder will be responsible for undertaking established and routine activities associated with Service Desk operations as directed by the Team Leader in accordance with the Key Performance Indicators (KPI’S) established at the time.

This support is provided via multiple mediums and requires those in this post to be able to communicate effectively via whatever method is being utilised, including but not limited to Calligo’s Support systems, telephone, email, web conferencing and written documentation.

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Title, Reporting Line and Revision Date

Type: Permanent

Hours: Full Time

Reports to: Service Delivery Manager & Service Desk Supervisor

Department: Service Desk

Access Level: Engineer

Revision Date: January 2019

Key Duties:

  • Deliver professional and helpful technical support to our clients by troubleshooting both basic and advanced service requests
  • Aid in providing superior service by documenting, monitoring and resolving issues in a timely manner
  • Work with the Service Desk Manager to manage expectations and client satisfaction with our clients
  • Perform root-cause analysis and resolution for each service request
  • Recognize when to escalate an issue that may require additional support
  • Research and document articles in the knowledge base for technical solutions
  • Assist with improving and expanding technical services practices, documentation and knowledge base
  • Maintain industry expertise by learning new and updated technology and by achieving certifications as requested.
  • Clear, effective communication to consumers of the Service Desk.

Skills and Experience:

  • Microsoft Windows 7/8/10
  • Microsoft Office Products
  • Microsoft Windows Server 2008 R2/2012r2/2016 & Remote Desktop Server
  • Exchange Server 2010, 2013, 2016
  • Managing and supporting Office 365
  • Supporting backup solutions
  • Experience working in a Managed Service Provider environment
  • VMWare and Microsoft Hyper-V
  • Experience working with deploying and managing anti-virus solution
  • Knowledge of VPN technology
  • Knowledge of managing network devices, switches and firewalls
  • Knowledge of managing spam filters
  • VoIP – Voice over IP phone systems
  • A+ Certified an asset
  • Server+ Certified an asset
  • Lenovo Warranty Certified an asset
  • College, University, or equivalent experience in Information Technology or related field
  • Minimum of 1 year technical support experiencing supporting desktop, server and network technology


  • Detail oriented with excellent communication skills written and spoken
  • Able to work independently as well as within a team environment
  • Enthusiasm, Drive and Initiative
  • Ability to work to deadlines.
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