Service Desk Assistant

1 week ago

Montreal, Quebec, Canada United Nations Full time

The Information Management Services (IMS) Division falls under the auspices of the Bureau of Administration and Services (ADB) and is headed by the Chief Information Officer (CIO)/ Deputy Director, Information Management Services (IMS) who has responsibility for planning, developing and implementing an information management strategy, setting and enforcing common ICT standards throughout the Organization.

The IT Core Services and Infrastructure Management unit (CSIM) is one of the three units in ICT.

Under the leadership of the Unit Head, it is responsible for:

  • The core system services including the establishment, maintenance and management of operating systems on servers, workstations, storage and Storage Area Network (SAN) operations, implementation as well as the management of the Network Infrastructure.
  • Telephony, Conference Support and Delegations Services including the management and deployment of Telephony services, supporting meetings and events and delivering adhoc support services for Resident Delegations.


Under the supervision of the Information System Officer (Service Operation Manager) - P3, the incumbent is primarily responsible for acting as first point of contact for all user issues submitted through a Service Desk request, and providing first level IT support.


Responsibilities:

Function 1 (incl. Expected results)

Acts as a first point of contact and provide first level support for users, serving as the interface between users and Information Technology (IT) staff, achieving results such as:

  • Use of service desk support systems (i.e. Service Desk Plus) to manage incoming service requests.
  • Perform and assign evaluation of the call priority.
  • Correct escalation of Service Desk call in violation of Service Level Agreements (SLA).
  • Register, evaluate, and assign the issue to the correct group or technician.
  • Decide on allocation of appropriate resources to service user call.
  • Escalation of Service Desk call in violation of the established Service Level Agreement.
  • Provides first level support to ICAO IT users/Delegations and Regional Office staff remotely, in response to Service Desk requests.
  • Monitor status of all calls.
Function 2 (incl. Expected results)

Analyzes and diagnoses and take corrective action on technical difficulties or problem symptoms, and ensures that user expectations are met, achieving results such as:

  • Resolve issues related to first level IT services quickly on initial contact.
  • Brief/coach users at all levels on the usage of computer equipment and software, Evaluate, decide and advise users on appropriate remedial actions available for technical issues.
  • Inform users of ongoing event affecting the delivery of IT Services.
  • Follow up on assigned work orders with IT staff a ensure a timely resolution of the problem(s).
  • Follow up with users to ensure issues were resolved with satisfaction.
  • Communicates with different ETS team such as Agresso/SharePoint/Web Management Unit.
  • Records problem resolution.
  • Monitors adherence to the Service Level Agreement(s).
  • Manage and assist in password reset/expiration and contract extension using Adaxes system in Active Directory.
  • Processing software/hardware request forms as they are received.
  • Communicate with various level 2/3 IT support teams for all related requests.
  • Prepare Technical Documentation.
Function 3 (incl. Expected results)

Reports, informs, and monitors statistics, service levels, and service disruptions, achieving results such as:

  • Report on available Key Performance Indicators (KPI) for Service Desk performance, statistical data on call resolution and SLA status.
  • Actively review reports and highlight to senior IT management on any irregularities.
  • Participate in the periodic review of Service Level Agreements (SLA).
  • Reports Service Desk status/issues or failure to meet the SLA to the immediate supervisor and escalate to Senior IT management when required.
  • Inform users of ongoing event affecting the delivery of IT Services.
  • Provide training to all users on enterprise IT functions.
Function 4 (incl. Expected results)

Manages equipment loan to users from ICT equipment pool, achieving results such as:

  • Provide equipment on loan to the users including restaging with ICAO standard images for meeting and mission purposes as well as resetting equipments to manufactory settings default of all returned laptops, tablets, and other devices.
  • Provide iPad support including updating equipments to the most recent versions.
  • Maintain registry and inventory of loaner IT equipment and locations.
  • Followup on outstanding equipment loans, manage and coordinate incoming & outgoing.
  • Advise senior IT management on loaner equipment issues (availability, loss of equipment, etc).
  • Maintain the Clearance Certificate process for ETS, ensuring all users leaving ICAO have returned all equipment, and coordinate directly with the team to make sure the procedure is done properly.
Func

  • Analyst IT Service Desk

    2 weeks ago

    Montreal, Quebec, Canada Canadian National Railway Full time

    At CN, we work together to move our company—and North America—forward. Be part of our Information & Technology (I&T) team, a critical piece of the engine that keeps us in motion. From enterprise architecture to operational technology, our teams use the agile methodology to automate and digitize our railroad ensuring our operations run optimally and...

  • Service Desk Agent

    2 weeks ago

    Montreal, Quebec, Canada Sai Infotech Full time

    Minimum 4+ year of experienceRequired Technical skill - Service Desk SupportKnowledge of End Users computing Devices (Laptop, Desktop, VDI)Ability to provide Technical Support over the phoneAssist with support of network connectivity, PCs, and VPN connectivityExperience on Remote Desk Client Software'sJob Type: Fixed term contractContract length: 12...

  • Analyst, Service Desk

    1 week ago

    Montreal, Quebec, Canada Raymond James Financial Full time

    Analyst, Service Desk At Raymond James, __we __develop, __we __collaborate, __we __decide, __we __deliver, and __we __improve together_.Raymond James Ltd. is Canada's leading independent investment dealers offering high quality investment products and services to Canadians seeking customized solutions to their wealth management needs._ Analyst, Service...

  • Assistant Front Desk Manager

    4 weeks ago

    Montreal, Quebec, Canada Delta Hotels par Marriott Montréal Full time

    Job Number Job Category Rooms & Guest Services OperationsLocation Delta Hotels Montreal, 475 President-Kennedy Avenue, Montreal, QC, Canada VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Management JOB SUMMARY Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front...

  • Assistant Front Desk Manager

    2 months ago

    Montreal, Quebec, Canada Delta Hotels par Marriott Montréal Full time

    Job Number Job Category Rooms & Guest Services OperationsLocation Delta Hotels Montreal, 475 President-Kennedy Avenue, Montreal, QC, Canada VIEW ON MAPSchedule Full-TimeLocated Remotely? NRelocation? NPosition Type Management JOB SUMMARY Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front...

  • Service Desk

    2 weeks ago

    Montreal, Quebec, Canada Atlantis IT group Full time

    Service desk - BilingualMontreal, QC - Ful TimeRequired Skills:Should be efficient in understanding business requirements and negotiate with business if they are doable.Key Skills:Responsible for providing Bilingual Customer Service Support.Service Now reporting, perform ticket analytics, helpdesk analyst.providing L1/L1.5 support, excellent customer...

  • Service Desk Technician

    2 weeks ago

    Montreal, Quebec, Canada CGI Full time

    Would you like to be part of an IT organization offering greater opportunity and challenge? We have a position for you within our Technical Service Desk Join the CGI Service Desk and get your career on the fast track. As a leading-edge Global IT company, we are seeking talented professionals with all levels of information technology skills and expertise in...

  • Service desk Agents

    1 week ago

    Montreal, Quebec, Canada Kyndryl Full time

    Looking for Bilingual (French & English) Service Desk Agents:To work on site at offices in Montreal1 year contractIntermediate Service Desk AgentRequirements-3 years' experience providing Information Technology technical support services in client operating systems, networks operating software or commercial-off the-shelf (COTS) office products.Technical...

  • Service Desk Manager

    2 weeks ago

    Montreal, Quebec, Canada TALTEK | TALENT en TECHNOLOGIE Full time

    TALTEK cherche à combler le poste suivant pour l'un de ses clients : Permanent : Gestionnaire – Opérations d'infrastructure et centre d'appels Secteur publique/éducation e de l'infrastructure informatique, le/la gestionnaire de l'infrastructure et du support technique est chargé(e) de la gestion de l'infrastructure informatique de l'entreprise,...

  • Bilingual Service Desk

    1 week ago

    Montreal, Quebec, Canada Compugen Inc Full time

    **Job Title**- Bilingual Service Desk**Vacancy No**- VN6588**Work Location**- Montreal, QC**Base Pay Range**- To be discussed during the recruitment process**Job Details****Position: Bilingual Service Desk****Location**:**Montréal, QC****Position: Bilingual Service Desk*******Emplacement : Montréal, QC****À propos de Compugen**Compugen est l'un des plus...

  • Consultant Service Desk Analyst, IT Support

    2 weeks ago

    Montreal, Quebec, Canada Genpact Full time

    Job Description - Consultant] [Service Desk Analyst, IT Support] (ITO Consultant] [Service Desk Analyst, IT Support] - ITO078307 With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world's biggest brands—and we have fun doing it We dream in digital, dare in reality, and reinvent the ways companies...

  • Consultant Service Desk Analyst, IT Support

    2 weeks ago

    Montreal, Quebec, Canada Genpact Full time

    Job Description - Consultant] [Service Desk Analyst, IT Support] (ITO Consultant] [Service Desk Analyst, IT Support] - ITO078307 With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world's biggest brands—and we have fun doing it We dream in digital, dare in reality, and reinvent the ways companies...

  • Consultant Service Desk Analyst, IT Support

    1 week ago

    Montreal, Quebec, Canada Genpact Full time

    With a startup spirit and 115,000 + curious and courageous minds, we have the expertise to go deep with the world's biggest brands—and we have fun doing it We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We're harnessing the power of technology and humanity to create...

  • Manager, IT Help Desk

    2 weeks ago

    Montreal, Quebec, Canada Lightspeed Full time

    Hi there Thanks for stopping by Are you actively looking for a new opportunity? Or just checking the market? Well... you might just be in the right place We're looking for a Global IT Service Desk Manage to join our IT team in North America. As the Global IT Service Desk Manager, you will be responsible for leading and managing our global IT service...

  • Service Desk Analyst

    2 weeks ago

    Montreal, Quebec, Canada Motion Recruitment Full time

    Title:Service Desk Analyst Location: Montreal, Quebec H3A 1G1, CanadaABOUT THE ROLE TEAM:Our ServiceDesk in Montreal is a key\pillar in enabling our customer to maximize the use of our solutions. Reporting to the Regional Manager of the ServiceDesk the Analyst is overall responsible for the ex

  • Bilingual Service Desk Analyst

    2 weeks ago

    Montreal, Quebec, Canada Black & McDonald Full time

    ABOUT THIS CAREER OPPORTUNITY Black & McDonald's Corporate Service Group is growing If you are an analytical, organized, and detail-oriented professional searching for the opportunity to build a solid foundation for your career, this position is for you. The Bilingual Service Desk Analyst is in Markham/Thornhill, ON and typically reports directly to the...

  • Junior Service Desk analyst

    1 week ago

    Montreal, Quebec, Canada Morson Canada Full time

    Embark on a journey at the forefront of aerospace innovation by becoming a Junior Service Desk Analyst for our team. This role is not just a job; it's an opportunity to engage with cutting-edge technology and play a crucial role in maintaining seamless IT operations. Join a company that values your skills and dedication to excellence. Contract Duration: 12...

  • Front Desk Manager

    1 week ago

    Montreal, Quebec, Canada Marriott International Full time

    JOB SUMMARY Assists the Front Office Manager in administering front office functions and supervising staff on a daily basis. Front office areas include Bell/Door Staff, Switchboard and Guest Services/Front Desk. Position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures...

  • Service Desk Manager

    1 week ago

    Montreal, Quebec, Canada TALTEK | TALENT en TECHNOLOGIE Full time

    TALTEK cherche à combler le poste suivant pour l'un de ses clients :Permanent : Gestionnaire – Opérations d'infrastructure et centre d'appelsÀ PROPOS DU CLIENT· Organisation canadienne ; 4 000 employés· Secteur publique/éducationRÉSUMÉ DU POSTESous l'autorité du adjoint.e de l'infrastructure informatique, le/la gestionnaire de l'infrastructure...

  • Manager, IT Help Desk

    1 week ago

    Montreal, Quebec, Canada Lightspeed Commerce Full time

    Hi there Thanks for stopping byAre you actively looking for a new opportunity? Or just checking the market? Wellyou might just be in the right placeWe're looking for a Global IT Service Desk Manage to join our IT team in North America. As the Global IT Service Desk Manager, you will be responsible for leading and managing our global IT service desk...