Service Desk Specialist

Job Title: Service Desk Specialist

Vacancies: This posting is for (1) current vacancy

Location: Montreal, QC(Detailed office location information can be found by visiting this link:

Work Model: In-person work model

Salary Band: 4 ($55,000 - $60,000 CAD)

HELP SHAPE THE FUTURE OF CANCER CARE IN CANADA

The Canadian Cancer Society works tirelessly to save lives, improve lives and drive collective action against cancer. Together with patients, volunteers, donors and communities across the country, we raise funds to invest in transformative cancer research, we provide a caring support system for everyone affected by cancer and we advocate to governments to create a healthier future for all. It takes a society to take on cancer – and the Canadian Cancer Society is leading the way

Join a dynamic team of professionals helping to power the Canadian Cancer Society’s (CCS) operations and fuel our mission through innovative digital solutions.The Digital Strategy & Technology team is at the forefront of CCS’s digital transformation. Together, they are harnessing digital tools, data and technology to boost fundraising capabilities and enhance the experience of everyone who interacts with us online. With a passion for continuous improvement and a commitment to making an impact, the team ensures CCS’s digital presence is strategic and engaging, helping us inspire and empower more Canadians who care about cancer every day.

MAKING AN IMPACT

The Service Desk Specialist is one of the primary IT support contacts for users, across the country, for the Canadian Cancer Society. Located in Montreal, this position provides both national front-line and second level service to our customers by, answering inquiries, fulfilling requests and working remotely as part of a multi-location, national IT team to resolve issues.

Additionally, the Service Desk Specialist supports the information technology of the organization by providing assistance with; installing, diagnosing, repairing, maintaining, and upgrading all supported systems to ensure optimal performance. Supported systems includes but are not limited to, the desktop environment, printers, copiers and similar devices, telephony services and equipment as well as LAN equipment (excluding core switching, WAN and Data Centre operations). This is to be achieved in a timely and accurate fashion, while ensuring all effort is properly documented using the provided ticket management tool.

The core hours are Monday to Friday during business hours. The role requires availability for on-call support during a rotating schedule from time to time that is compensated.

What You’ll Be Doing

Customer Service and Support

• As part of the Service Centre team, provide a single point of contact for the triage of all IT related incidents.
• Serve as liaison between user community and the technology department to resolve issues.
• Create, update and manage customer Incident and Service Request tickets, ensuring timely and accurate communication and completion.
• Service Request fulfilment, working with other IT Team members, as well as other business groups, to provide services to our customers.

Desktop Support For

• Active Directory User Management (e.g. User account creation and maintenance).
• Office 365 account and access management.
• Desktop and associated hardware (e.g. PC, printers, copiers, etc.).
• Desktop software (e.g. Microsoft OS and productivity software, internally developed applications, etc.).
• Telephony systems (Ring Central, Mitel 3300, Avaya/Nortel BCM systems, Bell Alliant UC, etc.).
• LAN Connectivity (Basic knowledge of core switching, WAN and Data Centre operations, wireless).
• Remote and onsite support to offices across Canada.
• Vendor management for various managed services such as telephony.

Ticket Management

• Full documentation of all effort required to resolve identified incidents.
• Management of all created incident ticket to ensure accurate and timely handling and proactive communication and updates to users.
• Ongoing analysis of Incident tickets to identify chronic and problem issues.
• Proactive escalation of Incidents where needed to ensure timely action on tickets.

Change Management Fulfilment

• User management (e.g. user access management and maintenance).
• Computer and other technology purchasing, setup and deployment.
• Basic telephone setup and installation.
• Inventory management by individuals and offices (ensuring all changes are properly updated in our inventory system).
• License tracking of all purchased applications.

Preventative Maintenance

• Patch evaluation, testing and deployment.
• Software updates.
• Desktop Image Maintenance (MDT/WSUS/SCCM).
• Antivirus monitoring and updating.
• Other desktop preventative maintenance task (e.g. defragmentation, drive space monitoring).

Reporting and Analysis

• Hardware and Software Inventory Management reports published quarterly.
• Participate in process improvement exercises.
• Provide incident analysis and problem identification based on Service Desk ticket reviews
• Assist with the creation and publishing of Service Delivery Reports (e.g. SLA, Uptime and compliance reports).
• Participate in major incident and root cause analysis meetings and discussions.
• Participate in process development and implementation.
• Participate in the capacity planning process as it relates to Desktop.

Product Evaluation

• Evaluation and identification of desktop and associated hardware for future deployment.
• Desktop image creation.
• Desktop software evaluation.

Professional Development

• 2.5 hours of the work week are allocated for professional development
• Contribute to our culture of diversity, inclusion, belonging and equity (DIBE) by ensuring that all staff feel represented, valued, and heard across all aspects of their identity, including gender, age, religion, ethnicity, nationality, race, and sexuality.
• Other duties as assigned

Qualifications

• 2 or more years’ experience working in a structured technical customer service environment, providing IT support via telephone and email (Experience in an ITIL based environment preferred).
• 2 or more years’ experience working with desktop computers, supporting Windows environment (Win10/Server 2012+).
• Working knowledge of Active Directory, O365 administration and user management, LAN configuration and protocols and basic knowledge of WAN topology.
• Experience with ticket tracking system(s).
• Ability to manage multiple demands with time-related constraints in a fast-paced environment.
• Make decisions and recommendations requiring analysis and interpretation within established procedures.
• Excellent analytical and problem-solving skills.
• Strong interest in participating in process improvement.
• Strong time management skills and ability to prioritize tasks.
• Excellent communication skills, ability to effectively and calmly liaise with clients and IT team members to facilitate service delivery.
• A valid driver’s license and possession of a vehicle is considered asset, as some travel to the local office will be required
• Bilingualism (French/English) is required due to the organization’s nationwide operations and the need for effective communication across various regions.
• Others may apply

What You Can Expect From Us

COURAGEOUS UNITED CARING RIGOROUS

We offer a competitive salary, excellent benefits, including paid parental leave, family sick time, and health insurance—and a fulfilling work environment where your efforts make a meaningful impact daily.

COME AS YOU ARE

At CCS, we celebrate individuality and the strength of diversity. We are committed to fostering an inclusive and equitable workplace that empowers everyone. We encourage applications from all qualified candidates, including those from equity-deserving groups such as BIPOC, 2SLGBTQI+ communities, individuals with disabilities, veterans, and others who contribute to the richness of our organization. Together, we unite Canadians to shape the future of cancer care.

How To Apply

Qualified candidates are invited to submit their resume, cover letter and salary expectations by August 21, 2026 .

We thank all candidates for their interest and advise that only those selected for an interview will be contacted.

Other Information

CCS is dedicated to employment equity and encourages applications from all qualified candidates . In accordance with the local provincial

Accessibility Act , accommodation will be provided as requested throughout the recruitment process . We want to make the interview process a great experience for you!

Please note that in keeping with the mandate of CCS to model and promote healthy lifestyles , employees are not permitted to smoke in or about CCS premises or while carrying out CCS business.

Privacy Disclosure

We collect your personal information through forms, by phone or in person to evaluate your candidacy for the role(s) you have applied for, to contact you regarding your candidacy, and to generate recruitment-related reports. If selected for a position at CCS the information provided will be used for the purposes of pre-employment checks and added to your employee file. We may share your personal information with third parties, including recruitment consultants, within or outside your province or territory or outside Canada to carry out the purposes identified above, or as required by law. We may contact you by mail, email, phone or text. You can exercise your right to access your information or have it corrected, unsubscribe from communications or withdraw your consent by selecting these options within the ADP system, or by contacting View email address on ca.workus.org . For more information about our privacy practices , visit cancer.ca/privacy.

AI Disclosure

We are committed to transparency and, the responsible use of technology in our hiring process. Artificial intelligence (AI) tools may be used to assist with certain administrative or screening tasks; however, all hiring decisions are made by people. We review and approve AI-assisted outputs to ensure fairness, accuracy, and alignment with our values. For more information about our privacy practices, visit cancer.ca/privacy .

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