IT Support Specialist/ Service Desk

Job title: IT Support Specialist/ Service Desk

Job description: · Evaluate documented resolutions, analyze trends and implement preventative measures · Develop procedures to create standards for supporting the infrastructure environment, the business, brokers and other clients · Assist in hardware upgrades and software releases and communication or training for the end users · Take ownership of Service Requests and categorize, prioritize document and gather as much information from the end user or customer to resolve incidents and request · Respond to customers and resolve issues in a timely manner · Escalate problems (when required) to the appropriate technician or Manager · Ensure that service requests are completed and includes information including all successful and unsuccessful decisions made, and actions taken, through to final resolution · Monitor, troubleshoot and fix any daily or periodic operational system processes and escalate as required · Provide technical desk side support to all Associates · Support and troubleshoot appropriate software and hardware used by the organization. · Perform post-resolution follow ups to help requests · Develop help sheets and FAQ lists for end users · Reinforce SLAs to manage end-user expectations · Participate in software testing and roll out · Own the access management process to ensure appropriate security is appliedMPI does not discriminate on the basis of race, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, or based on an individual’s status in any group or class otherwise protected under applicable human rights legislation. MPI encourages applications from minorities, women, the disabled and all other qualified applicants · Four-year college diploma or university degree in computer science · 2+ years work experience in an IT Support environment · Bilingualism is an asset (French/English),written and verbal communication skills · Knowledge of Windows operating system, different web browsers, MS Office (Word, Excel, PowerPoint, Outlook, Access, MS Project), Remote support tools, Citrix, Printer and other computer peripheral setup · Certifications in A+ and MSCE is preferred · Strong customer-service orientation · Keen attention to detail · Some lifting may be required (flat screen monitors, desktops, printers) · Some travel between offices may be required · After hours support may be required Client Insurance provides Personal and Commercial Specialty Insurance solutions to protect Canadian families and businesses across Canada, through our trusted network of Broker partners. Client is a member of the a larger Group of Companies, and is an equal opportunity employer who offers a professional environment that champions collaboration, trust, and growth to drive success. We cultivate a great working dynamic to help us deliver what is best for our associates, Brokers, and Customers. *What’s In It For You* · Competitive total compensation and benefits package · Annual shared success program based on performance · Annual merit increases based on performance · Registered Retirement Savings Plan with a matching contribution component

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