Bilingual Desktop End User Support Manager

2 weeks ago


Montréal, Canada Asset Inventories Inc. Full time

Asset Inventories is hiring for a **Desktop End User Support manager **who will have a minimum of 5 years Management experience (Preferably in the Financial Services industry) or 8 years of desktop support experience with some supervisory responsibilities. Individual should demonstrate relevant technical management experience in planning, implementation and oversight of Daily activities of desktop support technicians as well as experience managing large-scale projects.

**Missions**
- Department Summary: Team manage desktop support L2 for all type end users (business and IT users) in Canada located in Montreal
- Currently deployment IT equipment, software, PC and laptops maintenance and etc, request and incident support

**Day-to-Day Responsibilities**:
Manage the following activities:

- Services as required by ServiceNow tickets when assigned
- Actively participate in all projects / initiatives that either directly (desktop) or indirectly (Backend) impact user experience
- Troubleshoot various Desktop PC related issues
- Enter PeopleSoft requisitions on behalf of employees, resulting from ServiceNow tickets
- Provide the project team with a status and keep accurate details of all work being performed
- Work to manage end user testing for upcoming products and projects through managing pilot user programs

**Profile**

Technical and soft Skills:

- PC - Rebuild - Hardware replacements.
- Outlook - Configure
- Assist with Global Relay
- Group Mailbox assistance
- Installing - Configuring - Troubleshooting Printer - Maintenance - Mapping
- Submitting Security Access Requests
- Processing and troubleshooting Security Access Requests Strong authentication - ID card Pre-Personalization
- Move Add Change Security
- Troubleshooting - Directory Updates Bloomberg - Hardware replacements
- Application installations
- Account transfers
- Excellent interpersonal and customer service skills

**Education & Experience Requirements**:

- University or College Diploma in Technology/Computer Science
- Minimum of 4 years experience performing Level 2 technology support. Bachelors Degree is required (Computer Science preferred.)
- Strong problem solving abilities and working knowledge of Microsoft Office Suite and Microsoft operating systems as well as knowledge of windows tools such as active directory.
- Ability to work with Level 1 and Level 2 technicians with support providing Help desk Level 1, break-fix functionality, Level 1 and all Desktop Support software issues level 2.
- Handle all daily tasks to transfer unresolved issues to Level 3 Engineering Team

**Job Types**: Full-time, Permanent

Pay: $90,000.00-$110,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Paid time off
- Work from home

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Monday to Friday
- Morning shift
- Night shift
- Overtime
- Weekend availability

Supplemental pay types:

- Overtime pay

Ability to commute/relocate:

- Montréal, QC: reliably commute or plan to relocate before starting work (required)

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- IT related: 7 years (required)
- Software troubleshooting: 6 years (required)
- Banking industry: 3 years (preferred)
- Level 2 desktop support: 5 years (required)
- Customer service: 8 years (required)

**Language**:

- French (required)

Work Location: One location

Expected start date: 2023-05-01


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