Information Technology Support Analyst

Service Availability Representative I

📍 London, ON (100% Onsite)

📅 Contract (2 Years)

🔁 Potential for Conversion: Yes

About the Role

We are currently hiring Service Availability Representatives I to join a fast-paced, 24/7 technical support team. In this role, you will provide first-level IT support to colleagues, ensuring critical systems and services remain available and operational.

This is an excellent opportunity for someone with technical call center experience, strong customer service skills, and a passion for troubleshooting and problem-solving.

Work Schedule

• Rotational shifts (change every 2 weeks)
• 24x7x365 coverage (including evenings, weekends, and overnight shifts)
• Must be available for all shift types

💡 Note:

• No time off permitted during the first week of training
• Limited time off during weeks 2–4 (manager approval required)
• Maximum 3 weeks off annually (pre-approved)

Compensation

• Day Shift: $21.50/hour
• Evening Shift (after 9 PM): $22.36/hour
• Overnight Shift: $22.94/hour
• 4% vacation pay

Key Responsibilities

• Respond to inbound calls and emails from internal users
• Troubleshoot and resolve technical issues at first contact
• Accurately document incidents using ticketing systems
• Escalate complex issues and follow up to resolution
• Identify trends, outages, and improvement opportunities
• Maintain knowledge of systems, tools, and processes
• Deliver consistent, high-quality customer service

Must-Have Qualifications

✅ High School Diploma

✅ 1+ year of experience in:

• Technical support or IT-related role
• Customer service (preferably call center environment)

✅ Strong technical skills, including:

• Knowledge of Microsoft Office 365 (Word, Excel, PowerPoint, OneNote)
• Basic understanding of PC hardware and components
• Ability to type 35+ WPM

✅ Other key skills:

• Excellent communication and interpersonal skills
• Strong problem-solving abilities
• Ability to multitask and work in a fast-paced environment
• Team-oriented but capable of working independently

Nice-to-Have

➕ Experience with ticketing tools

➕ Technical diploma, degree, or IT certification

What Makes You a Great Fit

• Quick learner with strong attention to detail
• Tech-savvy and comfortable navigating multiple systems
• Customer-focused mindset with a proactive approach
• Able to handle high-volume support requests

Hiring Process

• 2 rounds of onsite interviews:

1. Technical & communication assessment
2. Full interview

🚀 Interviews begin ASAP

Important Notes for Applicants

• Please explain any employment gaps in your resume
• Confirm your location (London, ON) clearly in your application
• Candidates must be eligible to work fully onsite

If you're looking to advance your IT support career in a dynamic, collaborative environment, we encourage you to apply today!

Use AI for Hiring: Our recruitment process for this role includes the use of AI-based tools to help evaluate candidate qualifications and screen applications.

Why Kelly?

At Kelly®, we’re committed to finding rewarding opportunities that help you thrive - both professionally and personally. We partner with leading organizations across industries, connecting talented individuals to roles that fit their skills, interests, and goals. As part of the Kelly team, you’ll have access to a diverse network, ongoing career support, and resources to help you succeed. We value inclusion, respect, and work-life balance, and we offer competitive pay and benefits. Join us and discover what’s next for your career!