IT Service Desk Technician Level 1 or 2

Job title: IT Service Desk Technician Level 1 or 2

Job description: ABOUT THE JOB

Our client, a large professional services firm located in downtown Montreal, is looking for an IT Service Desk Technician level 1 or 2

YOUR RESPONSIBILITIES
– Act as the first point of contact for all IT requests (including hardware, printers, software licenses and applications) from assigned customers, whether in person, by email or by phone, and respond to these requests quickly, professionally and efficiently
– Enter and update all requests in the request logging system following established procedures
– Proactively identify and implement process improvements to support continuous improvement initiatives
– Participate in formal and informal knowledge transfer and ensure that knowledge assets are accessible to team members and up to date
– Manage and take ownership and responsibility for all Level 1 and 2 support requests for assigned clients
– Escalate issues that cannot be resolved immediately to the appropriate people on the Level 2 and 3 support teams
– Configure or reconfigure and install laptops and desktops as needed for assigned customers
– Be proactive in recognizing IT coaching and training needs and work collaboratively with assigned customers and the IT training team to meet those needs
– Provide technical support to internal visitors from other offices
– Assist users working remotely using Citrix/VPN

OUR OFFER
– 100% reimbursed group insurance
– Employer-paid group pension plan and RRSP
– Three weeks vacation
– Health account
– Six sick days and six personal days per year
– Reimbursement for gym and sports equipment
– Excellent opportunity for advancement and career development in a stimulating environment

OUR REQUIREMENTS
– Level 1 or 2 work experience in a fast-paced professional services firm with over 1,200 clients
– Experience working in a call center using a request management system
– Extensive experience working with large clients in a demanding, time-sensitive environment
– Ability to understand customer requests, diagnose their problem(s) and resolve them appropriately to meet their needs rather than their desires
– Process orientation, ability to focus on the result and get things done
– Ability to handle confidential information and have good judgment
– Excellent verbal and written communication skills
– Microsoft certification – desirable
– ITIL certification – desirable
– Bilingual (French and English)
– Shift Information
– 35 hours per week
– IT Service Desk team shifts are from 7:00 am to 10:00 pm (ET)
– Candidates must be willing to participate in an on-call schedule outside of regular hours
– Candidates must be willing to work overtime as necessary to meet the requirements of the position, either through extended shifts or occasional weekend work
– Candidates must be able to provide support for the following:
– Microsoft Windows 7 or higher
– Microsoft Office 2010 or higher
– Apple products
– Printing solutions (desktops and multifunction devices)
– Active Directory
– File transfer solutions
– Client Management System (CMS)
– Time recording system
– Encryption software
– Remote working tools (e.g. VPN, Terminal Services)
– SAP – desirable
– Dictation recording/transcription software (August)
– RSA tokens (or other two-factor authentication protocols) (August)
– MobileIron (or other mobile device management solutions) (asset)
– SCCM (data transmission, data management, data log analysis) – desirable
– Mimecast email management – desirable

CONTACT PERSON

Marie Claude Groulx

438-836-1483

DRAKKAR

After over 25 years of success, DRAKKAR is a recognized expert in outsourcing. Working in the logistics, manufacturing, digital and marketing sectors, DRAKKAR offers sector-based expertise that ensures the management of operational activities…

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