Why this opportunity at Calligo?
Calligo is the world's first end-to-end managed data services provider, with a global track record in improving organizations' productivity & profitability by making their data more available, secure and safe.
Connect with colleagues globally
Working closely with colleagues across the UK, Europe and North America we have vibrant, modern office spaces all over the world! This is an exciting role for an individual to join the Service Operations team.
Supportive and dynamic team
You’ll be joining our award-winning team and play a role in a successful company that will allow you to build your technical skills and have an incredible growth path.
We know how hard our employees work and that our success comes from our people – a safe and supportive culture and employee wellbeing are at the heart of what we do.
Interested?
This role is ideal for an individual who embraces a client-first mindset, consistently prioritizing client needs and cultivating trusted, long-term relationships. The successful candidate will leverage their technical expertise to deliver outstanding customer support, effectively communicate complex technical information, and troubleshoot and resolve a wide range of technical issues, from basic inquiries to advanced support requests.
**Calligo Canada is an equal opportunity employer and we are committed to achieving greater accessibility by providing accommodation for people with disabilities during our hiring process. Accommodations are available on request for qualified candidates during each stage of the recruitment process.
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Logging, categorization and resolution of incidents reported by customers of Calligo services
- Effective escalation and handover of Incidents where it is not possible to resolve directly / alone
- Clear, effective communication to customers and colleagues
- Ownership and management of Service Tickets to which they have been assigned
- Provide reporting as required to line manager
- Effective and professional handover between team members.
- Complete all work in accordance with the internal compliance procedures
- Create and maintain documentation
- Maintain and develop professional skill set
- Support and knowledge share with other members of the team
- Foster strong working relationships with Calligo’s customers
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Good communication skills both written and verbal in English
- 0-2 years technical experience gained in an internal IT team, within a consultancy or Co-Op/Internship
- Experience of PSA platforms for Service Desk operations, Halo specifically being an advantage.
- Proven track record in support methodologies, e.g. ITIL.
- Sound problem analysis skills and an ability to manage and deliver under pressure in a Service Desk environment
- Working knowledge of Windows Server, Windows Client, Linux, and Active Directory
- Experienced practical knowledge of VMware Infrastructure (Azure, VMware, Hyper-V)
- Working knowledge of Microsoft Exchange
- Working knowledge of Microsoft Azure and Microsoft 365
- Notions in networking and security
- Previous experience of working in a Customer Services/IT Service Desk role including use Service Desk management tools
- Knowledge of IaaS & cloud environments and deployments
- Certifications:
- o MS-900:Microsoft 365 Fundamentals
o ITIL v4 Foundation
o AZ-900:Azure Fundamentals
Competencies
- Strong customer service orientation
- Strong analytical and problem-solving abilities
- Able to prioritize and execute tasks in a high-pressure environment
- Good oral and interpersonal communication skills
- Highly self-motivated, organized and discipline
- Enthusiasm, Drive and Initiative
- Ability to work alone and within a team
- Ability to work to deadlines
Key is a "client-first" approach that prioritizes client needs, building trust and long-term partnerships.
Core values include transparency, empathy, responsiveness, and proactive problem-solving.
Core Values and Principles of a Client-First Culture
- Empathy and Listening: Understanding the client’s unique challenges and goals, treating them as if they are the only client.
- Transparency and Trust: Being honest and transparent, which builds credibility.
- Proactive Service: Anticipating needs before they arise, going beyond simple reactivity to provide solutions that exceed expectations.
- Commitment to Success: Embedding client goals as the primary focus, aligning efforts to ensure their success.
- Responsiveness and Reliability: Consistently delivering on promises and responding quickly to requests.
- Long-Term Partnership: Focusing on building long-term loyalty rather than just short-term transactions
What can Calligo offer YOU?
- Training and development for career growth
- 25 Days Vacation, increasing with length of service
- RRSP employer matching
- Healthcare
- Life Assurance
- Flexible working
- Paid family leave
Calligo transforms data into businesses’ most lucrative asset. We combine great minds in data science, privacy, security and engineering with leading machine learning, data analytics and cloud platforms to support the operational, customer-centric and revenue-generation aspirations of some of the world's most ambitious and progressive organizations.
