IT Service Desk Technician

3 months ago


SaintLaurent, Canada Aversan Full time

**IT Service Desk Technician **to
***work on leading edge technology products

**Location**: St. Laurent, QC(Hybrid)

**RESPONSIBILITIES**:

- Responsible for prioritize requests, resolve first level end-user access problems, trigger required changes, and where required, escalate request to IT team members
- Respond, research, resolve, assign and escalate end-user requests.
- Document customer interactions using ticket management software.
- Manage access requests according to information security policies and procedures.
- Respond to incoming and outgoing IT Support calls with respect to the IT Security policies and processes.
- Contribute to the incident management process (incident identification and classification, problem investigation, incidents solutions and escalation).
- Trigger change management processes on hardware software and other information assets.
- Provide analysis of IT Support metrics (requests, incidents, etc..)
- Provide overall escalation management and technical solutions when issues are reported to them, including but not limited to, review of open issues daily, updating our customers on the status of their escalated cases, and assisting in the reproduction of issues.

**BASIC QUALIFICATIONS**:

- Must possess knowledge of Active Directory, Microsoft Windows, and Office365 (O365).
- Must have knowledge of tools such as SCCM/Intune, Jira, PowerShell, and Azure AD are considered strong assets.
- Must be interested to work in an environment using Kanban methodologies
- Display strong customer service skills and interpersonal skills.
- Ability to explain complex IT concepts in simple terms
- Bilingual, French and English.



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