Information Systems Support

**Information Systems Support & Service Desk Technician**

**Bilingual - French/English**

**Hybrid Workplace Arrangement**

Being a part of PRA Group Canada means you are valued This is a place where your education, skills, and background contribute to your and our organization’s successes.

PRA Group Canada is an organization whose mission is to offer nonperforming loan solutions to customers in a respectful, ethical way. We go the extra mile to ensure the experience of all original account owners is professional, flexible, and customer oriented.

Are you a talented individual who is committed to providing superior IT internal end user support?

Do you enjoy helping others and feel satisfied when you solve problems, no matter how big or small?

Are you looking to continue your career in a service desk support role with a growing business?

Do you thrive in a company culture that is positive, engaging, and supports professional growth in a team environment?

Bring your IT skills and knowledge to PRA Group Canada as an Information Systems Support & Service Desk Technician Superstar

**Here’s what sets us apart**:
We want you to be successful PRA Group Canada values its employees and offers innovative programs that promote teamwork, positive morale, and employee recognition. In today’s ever-changing work environment, we pride ourselves on our commitment to work/life balance. At PRA, we know that company success is derived from the efforts of all our talented and hardworking employees. We are committed to delivering a total rewards program, including:

- Competitive salary, based on experience
- Annual incentive program
- Three weeks of vacation, to start
- Five paid days of sick/family responsibility leave
- Group health and dental program, mínimal cost to employee
- Pension plan
- Employee Assistance Program
- Tuition reimbursement program
- Recognition Programs
- Positive work/life balance

**What you will do**

Reporting to the IT Manager, you will be the first contact for end users who require IT systems assistance. This position must ensure a high level of customer service in a secure, reliable, and cost-effective manner. You will support all business units in person and remotely across all the PRA Canada offices. You will be based in the London, ONntariooffice and will be required to be in the office at times during the week.

More specifically, your duties will include:

- Ensuring the security and reliability of all systems used in the business operations
- Investigating and responding to the needs of all end users, according to established procedures and with appropriate urgency based on the situation
- Maintaining a high level of knowledge in IT end user support specific areas
- Promoting and explaining equipment and services through demonstration and discussion during staff contacts as appropriate
- New user training on IT systems and security
- Preparing and reviewing documentation for Policies, Standards and Procedures**, **as well as documenting new functionality and features.
- Ensuring prompt and courteous Service Desk support
- Additional duties and projects as assigned by Supervisor/Manager

**What you will bring**

Other qualifications include:

- Minimum Post-Secondary diploma or degree in an IT related field
- Minimum two (2) years’ experience in a service desk environment capacity
- Experience with first level end user support using a service desk system for tracking incidents
- Skills and knowledge of deploying and maintaining Windows desktops using imaging software
- Understanding of modern system administration concepts including configuration management, change management, and service desk metric/KPI reporting
- Excellent customer service and communication skills, both verbal and written in both English and French
- Ability to communicate to all levels of end users professionally and respectively
- Capable of adapting rapidly to changing situations as they occur
- Experience in a dynamic, fast-paced call center environment is an asset
- The ability to create clear, concise documentation for all tasks performed
- Ability to work flexible hours as demanded by the business, which includes participating in an on-call rotation schedule
- Pass criminal background check

**We are dedicated to employee safety**

Our priority is always the health and safety of our employees.To protect our employees, workstations are physically distanced, hand sanitizer is provided at each workstation, and masking is optional, although strongly recommended, when in open office areas.

**Be part of our amazing team**

This position features a schedule of business hours (37.5 hours per week), Monday to Friday, with some flexibility required, as this position participates in the On Call rotation for the after hours support. Enjoy the advantage of a hybrid work arrangement (on-site and remote work) with most of the time requirement being the need to be in our London, Ontario office.

Ready for a c