Service Desk Technician Job

Job Overview

Location
Montreal, Quebec
Job Type
Full Time
Salary / Compensation
Details Not Provided
Date Posted
1 month ago

Additional Details

Experience
Some Exp. Required (2 - 5 Years)

Job Description

You will provide prompt, courteous and effective Level 1 technical and logistical support in order to maintain a high degree of satisfaction among users within the Company.

Main duties include the following:

  • Manage and process all requests and incidents submitted online or by telephone or on our IT Service Desk portal on a flexible schedule:
    • Answer all user requests, log them in a ITSM software, and analyze, document and resolve problems to users' complete satisfaction;
    • Escalate open tickets to Level 2;
    • Keep in close contact with users for the entire time their ticket is open;
    • Ensure that user requests are handled in accordance with established service criteria.
  • Perform basic remote desktop, application and network troubleshooting and provide high-level support to all users based on troubleshooting results and in accordance with established criteria:
    • Install computer hardware and software;
    • Identify and resolve various types of incidents related to workstations, printers/MFPs, mobile units, IP telephony and videoconferencing;
    • Ensure that workstations and peripherals are operational and optimally used;
    • Meet with users if a situation cannot be corrected remotely;
  • Help maintain the Company's IT inventory;
  • Prepare workstations for new employees and install the necessary devices;
  • Retrieve equipment from departing employees to visually document each item and update the inventory;
  • Travel to various offices near the Company‚Äôs headquarters to provide support;
  • Quickly diagnose and respond to our users' questions/incidents that come to our IT boutique.
  • Document and analyze procedures, problems and their solutions with a continuous improvement focus;
  • Participate in various projects;
  • Provide advice to users;
  • Fill in for absent team members as required.

The key to success !

  • College diploma in computer science or equivalent;
  • One to three years of experience at an IT service desk;
  • In-depth knowledge of Microsoft Windows 10, Office 365, office productivity tools, desktop and laptop computers, iPhones, iPads, MFPs and videoconferencing systems; familiarity with ServiceNow and Citrix software, an asset;
  • Knowledge of CSSM for sharing applications and Active Directory for assigning groups;
  • Excellent troubleshooting and incident resolution skills;
  • Strong communication skills; fluency in spoken and written French and English;
  • Good interpersonal skills, team player and contributor to a positive team dynamic;
  • Ability to work under pressure. Sense of urgency and client focus;
  • Versatility, ability to adapt to new technology and change;
  • Strong organization, prioritization and multitasking skills. Results-oriented;
  • Motivated, creative, flexible, responsible and proactive;
  • Availability to work outside regular hours.

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