IT Service Desk Technician

2 weeks ago


Montréal, Canada Tecsys Full time

This is a 6 months temporary contract with the possibility of being permanent after 6 months.

We are seeking a **Level 1 Service Desk Technician **who will ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user service requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give personal, hands-on help at the desktop level.

**What you’ll do**

**A Level 1 IT Service Desk Technician is responsible for providing first-line technical support to users. The job responsibilities include but not limited to**:

- Troubleshooting and resolving basic technical issues such as password resets, software installations, and hardware troubleshooting.
- Logging and tracking customer incidents in our in-house ticketing system.
- Escalating complex issues to higher-level technical teams.
- Maintaining a high level of customer satisfaction through effective communication and problem resolution.
- Staying current with emerging technologies and industry trends.Alert management to emerging trends in incidents.

**What you bring to the role**

**Experience & Certification**
- Strong written and verbal communication skills.
- Ability to diagnose and resolve technical issues in a timely manner.
- Ability to work in a fast-paced, customer-focused environment..

**Personal Attributes**
- Strong customer service orientation.
- Strong analytical and problem-solving abilities.
- Strong English and French language skills.
- Good written, oral, and interpersonal communication skills.

**************

Il s'agit d'un CDD de 6 mois avec possibilité de CDI au bout de 6 mois.

Nous recherchons un **technicien de service d’assistance informatique de niveau 1** **qui veillera au bon fonctionnement des ordinateurs afin que les utilisateurs finaux puissent accomplir leurs tâches professionnelles. Il s'agit notamment de recevoir, hiérarchiser, documenter et résoudre activement les demandes de service des utilisateurs finaux et d'escalader les incidents lorsque cela est jugé approprié et nécessaire pour maintenir les attentes en matière d'accords de niveau de service. La résolution des problèmes peut impliquer l'utilisation d'outils de diagnostic et de suivi des demandes d'aide, ainsi que l'apport d'une aide personnelle et pratique au niveau du poste de travail.

**Ce que vous ferez**

**Le technicien du service d’assistance informatique de niveau 1 est chargé de fournir une assistance technique de première ligne aux utilisateurs. Les responsabilités du poste comprennent, entre autres**:

- Répondre aux demandes de service entrantes par téléphone, courriel ou clavardage.
- Dépanner et résoudre les problèmes techniques de base tels que la réinitialisation des mots de passe, l'installation de logiciels et le dépannage du matériel.
- Enregistrement et suivi des incidents clients dans notre système interne de gestion des tickets.
- Faire remonter les problèmes complexes aux équipes techniques de niveau supérieur.
- Maintenir un niveau élevé de satisfaction de la clientèle grâce à une communication efficace et à la résolution des problèmes.
- Se tenir au courant des technologies émergentes et des tendances de l'industrie et alerter la direction sur les tendances émergentes dans les incidents.

**Ce que vous apportez au poste**

**Expérience et certification**
- Solides compétences en matière de communication écrite et orale.
- Capacité à diagnostiquer et à résoudre les problèmes techniques dans les meilleurs délais.
- Capacité à travailler dans un environnement rapide et axé sur le client.

**Attributs personnels**
- Forte orientation vers le service client.
- Solides capacités d'analyse et de résolution de problèmes.
- Solides compétences linguistiques en anglais et en français.
- Bonne communication écrite, orale et interpersonnelle.

Note : Le masculin est utilisé pour alléger le texte, et ce, sans préjudice pour la forme féminine


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