Service Desk Agent

Toronto, Ontario, Canada · Support expand job description ↓


Do you want to be a part of a growing technology company in downtown Toronto? We are looking for motivated, qualified candidates to support Leonardo customers as a Level 1 Service Desk Agent.

As a Service Desk Agent your role will be to perform a number of customer support duties including troubleshooting client issues with Leonardo’s content management systems and issues related to distribution of media to websites.

Key Responsibilities

  • Provide 1st level support to internal and external clients, partners and external content providers: research and answer, via email and phone
  • Develop and maintain positive relations with clients, partners and internal stakeholders
  • Coordinate issue resolution to ensure all requests are handled appropriately and in a timely manner
  • Demonstrate a thorough technical understanding of products
  • Execute production processes such as media encoding and loading
  • Execute on various technical support and tasks as required


  • Minimum 1-3 years’ customer support experience in a technical (web based application) oriented environment
  • Very Strong written and verbal communication skills
  • Very Strong analytical and problem solving skills
  • A passion for delivering exceptional customer service each and every day
  • Open minded and logical thinker with top notch problem solving skills
  • Strong computer skills, including use of the internet and email
  • Must be a highly motivated self starter comfortable working in a fast paced environment
  • Must have excellent time and task management skills
  • Understanding of web application technologies such as Flash, web browsers, networks etc.
  • Ability to work shifts is required


If you have the drive and determination to succeed, Leonardo is the place where you can feel free to challenge yourself, to explore new ideas, and create:

  • Culture: Highly collaborative, teamwork-oriented environment, being able to wear jeans and work in a fun and relaxed environment where we have company sponsored socials and regular team socials.
  • Growth: Make an immediate impact on organization in this high visibility role
  • Opportunity: Ability to drive change within organization with a focus on Customer Success improvement
  • Stability: Strong executive leadership team

About Leonardo

Leonardo is a technology company with the belief that the future of digital marketing is visual storytelling. Guided by this motto, Leonardo sets out to provide comprehensive solutions to e-marketers at hotels, hotel chains and travel websites that help them leverage modern day media to tell compelling visually-driven stories that reach, engage convert and satisfy today’s travel shoppers.

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