IT Help Desk Agent

1 week ago

Montreal, Quebec, Canada Desjardins Full time
At Desjardins, we believe in equity, diversity and inclusion.

We're committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all.

At Desjardins, we have zero tolerance for discrimination of any kind. We believe our teams should reflect the diversity of the members, clients and communities we serve.

Job Level

NV-05

This position is within a division of the Desjardins Group called Collabria.


Collabria is a Canadian credit card issuer offering white-label card programs to Canadian credit unions that serve their consumer and commercial members.

As a client-centric provider, Collabria focuses on delivering convenient, secure and valuable credit card programs. This helps the credit unions develop broader and deeper relationships with their members. At its core, what sets Collabria apart is its foundation in partnership, collaboration, and responsiveness.


At Collabria, we are passionate about providing Canadian credit unions with unique credit card services to help them stay competitive against the big banks.

Our services give credit unions the ability to personalize product offerings with their brands and enhance the overall experience for their members.

We are a rapidly growing company with a lot of exciting openings and opportunities for career advancement.

General Information on the Position

  • Main responsibilities
  • Answer, evaluate, prioritize, and resolve helpdesk tickets from users experiencing problems with computer related technologies
  • Track and monitors the requests to insure a timely resolutionDraft and maintain the required technical documentation, knowledge base of common technical issues and their solutions
  • Work with our IT suppliers to resolve specific issues
  • Delegate specific tasks to other teams or our IT Suppliers when needed
  • Other working conditions
  • Workplace: Position located in Toronto, Calgary, Winnipeg or Montreal, depending on the applicant selected. The work arrangement for the position is remote #LIremote
  • Number of jobs available : 1
  • Qualifications
  • College diploma in computer Science or in a related field
  • A minimum of 1 year of relevant experience
  • Experience in an IT support position
  • Experience with Salesforce CRM
  • Experience in the financial industry
  • Please note that other combinations of qualifications and relevant experience may be considered
  • IT Certification
  • For vacant positions available in Quebec, please note that knowledge of French is required
  • Specific knowledge
  • Basic knowledge of ITIL
  • Knowledge of user account management
  • Knowledge of incident and request management
  • Complete proficiency in English due to the nature of the duties or work tools or because the position involves interactions with (english)speaking partners, members and/or clientsDesjardins Crosssector skills
Action oriented, Customer Focus, Differences, Nimble learning

Key competencies for the job

Collaborates, Self-awareness, Situational adaptability

Work Location

11, King Street West

Trade Union

Non Syndiqué

Unposting Date

Job Family

Information technology (FG)

Desjardins Group is the largest cooperative financial group in Canada, and one of the largest employers in the country.

It offers a full range of financial products and services and is home to a wealth of expertise in property and casualty insurance, life and health insurance, wealth management, services for businesses of all sizes, securities brokerage, asset management, venture capital, and secure, leading-edge virtual access methods.

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