IT User Support Specialist

3 months ago

Montréal QC, Canada Allstate Full time

À Allstate, de grandes choses se produisent lorsque les membres de notre personnel unissent leurs forces pour protéger les familles et leurs biens des incertitudes de la vie. Et depuis plus de 90 ans, notre sens de l’innovation nous a permis de devancer l’évolution des besoins de notre clientèle. De la défense des ceintures de sécurité, des coussins gonflables et des lois sur les permis de conduire, Allstate est devenue un chef de file de l’industrie en matière de sophistication des prix, de télématique et, plus récemment, de protection des appareils et de l’identité.

**Description du poste**

Le consultant au Service Desk I joue un rôle crucial dans le soutien de l'infrastructure informatique en fournissant un support technique expert, en guidant les membres moins expérimentés de l'équipe et en dirigeant des projets pour améliorer la prestation de services. Ce poste nécessite une connaissance approfondie des systèmes informatiques, de solides compétences en résolution de problèmes, ainsi que la capacité de communiquer efficacement à tous les niveaux de l'organisation.
- ___________________

The Service Desk Rep Consultant I plays a crucial role in supporting the IT infrastructure by providing expert technical support, guiding less experienced team members, and leading projects to enhance service delivery. This position requires extensive knowledge of IT systems, superior problem-solving skills, and the ability to communicate effectively across all levels of the organization.

**Responsabilités principales**

**1. Installation et Configuration - 25%**
- Surveille et maintient les systèmes matériels et logiciels informatiques centrés sur l'utilisateur et les réseaux de portée et de complexité modérées pour optimiser l'utilisation, améliorer les performances du système et sécuriser les données.
- Installe et configure les systèmes matériels et logiciels, les réseaux et les périphériques (par exemple, imprimantes, scanners, etc.).

**2. Tests et Dépannage - 30%**
- Teste les nouvelles technologies pour garantir leur bon fonctionnement.
- Répond, diagnostique et résout les problèmes, requêtes ou plaintes des utilisateurs par le biais de discussions avec les utilisateurs (par exemple, dépannage, rectification de pannes, escalade des problèmes, etc.) pour respecter les accords de niveau de service (SLA).
- Répond, diagnostique, résout et documente les problèmes et les demandes de service des utilisateurs au fur et à mesure qu'ils surviennent afin de maintenir et d'améliorer le fonctionnement des systèmes matériels et logiciels conformément aux accords de niveau de service internes (SLA).
- Répare et/ou remplace les équipements défectueux.

**3. Administration des Comptes et Formation des Utilisateurs - 25%**
- Administre les comptes utilisateurs en fonction des politiques de l'entreprise.
- Forme les utilisateurs finaux sur les fonctionnalités des matériels et des logiciels.

**4. Maturation des Pratiques - 20%**
- Maintient un inventaire des logiciels installés ; surveille et met à jour les licences logicielles, et crée des politiques et des procédures pour les mises à niveau des systèmes des utilisateurs.
- Reste informé des dernières tendances en matière d'informatique et de logiciels afin de recommander des mises à jour des procédures et des contrôles pour la prévention et la résolution des problèmes.

**Formation**
- Diplôme de baccalauréat en informatique / génie informatique ou expérience équivalente.

**Expérience**
- Certification ITIL, connaissance de SCCM
- Bilingue (français et anglais)
- Nécessite 2 à 5 ans d'expérience dans le support utilisateur informatique.
- Processus de réponse aux incidents pour enquêter et répondre aux problèmes, requêtes ou plaintes des utilisateurs.
- Connaissance technique étendue dans divers domaines informatiques (par exemple, infrastructure, développement, opérations, assurance qualité, etc.).
- Applications interfonctionnelles et interdépendances pour une variété de plateformes et de solutions techniques, y compris les concepts et protocoles de réseau.
- Principes, normes et meilleures pratiques en matière de gouvernance, risque et conformité (GRC) informatique (par exemple, gestion des risques, gouvernance, contrôles de sécurité de l'information, etc.).
- Cycle de vie du développement des systèmes (SDLC) et méthodologie et principes Agile.
- Coordination et collaboration de projet de bout en bout.
- Outils de gestion des tickets d'incidents.
- Outils de gestion de version de code (par exemple, GIT).
- Compétences en service à la clientèle.
- Compétences en coaching et formation.
- Compétences interpersonnelles, orales et écrites.
- Compétences en analyse, pensée critique et résolution de problèmes.
- Compétences en coordination de projet, organisation, priorisation et gestion du temps avec attention aux détails.
- Connaissance des outils Sys

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