Service Delivery Specialist HYBRID — FULL-TIMETORONTO

Toronto Edelman – IT / Full-Time / Hybrid

Edelman is a voice synonymous with trust, reimagining a future where the currency of communication is action. Our culture thrives on three promises: boldness is possibility, empathy is progress, and curiosity is momentum
At Edelman, we understand diversity, equity, inclusion and belonging (DEIB) transform our colleagues, our company, our clients, and our communities. We are in relentless pursuit of an equitable and inspiring workplace that is respectful of all, reflects and represents the world in which we live, and fosters trust, collaboration and belonging
We are seeking a highly motivated and service-oriented Service Delivery Specialist to join our IT team at Edelman. In this role, you will be the first line of support for ensuring smooth computer operations across our global network. You will play a critical part in resolving user issues, maintaining technical systems, and delivering an exceptional IT service experience to employees at all levels
This opportunity is ideal for someone with a strong foundation in IT service delivery, a collaborative spirit, and a passion for problem-solving in a fast-paced, communications-driven environment. If you're ready to bring your technical expertise and customer-first mindset to a globally recognized organization, we’d love to hear from you

Skills and Qualifications

• At least 2-3 years of relevant IT Service Delivery experience with a multinational company, ideally with communications marketing
• Excellent working knowledge of operating systems: Windows 11 and MacOS 13+ in a corporate/enterprise environment
• Excellent working knowledge of Microsoft 365 (OneDrive, Teams, SharePoint, Outlook, Word, PowerPoint, Excel)
• Knowledge of Help desk tools for tracking issues and resolution
• General networking and AV/Conferencing troubleshooting skills
• Excellent verbal and written communication skills with attention to detail and organizational skills. Excellent customer service skills with a willing to learn, “can-do” attitude
• Strong professional and collaboration skills to work in a team environment
• Ability to manage simultaneous tasks/issues/tickets
• Be able to lift-up to 55 lbs. / 25kg

Responsibilities and Expectations (including but not limited to)

• Provide 5-Star Excellence in Customer Service and helpful attitude foremployees at all levels
• Act professionally and as a collaborative peer in the global team
• Provide troubleshooting and maintenance on computer hardware and softwarefor Windows and Mac operating systems
• Provide advanced meeting room support, AV troubleshooting
• Support and train users with standard software and applications such asMicrosoft 365 (OneDrive, Teams, SharePoint, Outlook, Word, PowerPoint, Excel
• Responsible for assigned help desk tickets, tracking resolution, and performingfollow-up functions to ensure customer satisfaction and SLAResolution management
• Stock control of spare equipment inventory
• Warranty Repair, RMA & recycling of disposed assets
• Assist with hardware and software upgrades – ensuring "things just work.”
• Ensure all communication and escalation processes are followed
• Ensure regular check-in and maintenance of your KPIs
• Demonstrate behaviors consistent with Edelman’s values and Code of Ethicsand Business Conduct
• Participate in special assignments and projects as requested

We are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your experience doesn’t perfectly align with every qualification, we encourage you to apply anyway. You may be just the right candidate for this or other roles