Analyst, IT Service Desk

Notre culture vous élève - il n'y a pas d'ego sur le chemin. Notre objectif commun? Nous voulons tous gagner pour nos clients. Nous visons à être toujours évolutifs, dynamiques et ambitieux. Nous croyons au pouvoir des connexions authentiques. Chaque employé fait partie de ce qui nous rend uniques sur le marché: agiles et dévoués.
- Time Type:
Régulier
- Job Description:
- Under the direction of the Manager, IT Service Desk and in accordance with established procedures, policies and available tools, the incumbent is responsible for providing first level / remote support on reported incidents or logged service requests to users in the Quebec and Ontario offices.
- KEY RESPONSIBILITIES
- Provide efficient and timely first level / remote support to Cogeco Employees.
- As per ITSM processes, create tickets and prioritize as required.
- Ensure tickets are handled in accordance with service-level agreements.
- Provide first level resolution at Service desk for incidents and requests.
- Diagnose issues / requests based on functional or technical description provided by users.
- Solve issues / requests through remote control software or operating processes.
- Support / coach users as required.
- When required, ensure efficient and clear hand off to other support groups and conduct effective ticket lifecycle management (Assume responsibility of assigned tickets, from receipt through completion and closure.)
- Handle critical user incidents, associated user communications, activities and any appropriate escalations as required. The Service Desk owns the Major Incident function and therefore has the ability to communicate to senior stakeholders as critical.
- Communicate efficiently and suitably with users, assuming control of the relationship
- Participate in developing documentation, knowledge base artifacts and optimizing technical support procedures.Assists with other departmental requests as required and performs special projects as assigned.
- As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
- To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.
- ESSENTIAL QUALIFICATIONS
- ACADEMIC TRAINING-
- College diploma, in Computer Science, or combination of equivalent education and work experience required- WORK EXPERIENCE-
- Minimum 3 years experience in an IT Service Desk environment.- SPECIFIC COMPETENCIES-
- Bilingualism (English/French) with excellent written and oral communication skills.-
- Literacy in a certain number of hard skills: basic skills in hot-line service, remote handling and level 1 incident solving.-
- Knowledge and experience of Active Directory, SCCM, Microsoft Office/0365, Google Suite, PC architecture and technology, peripherals, network, Window type OS, MAC and Linux and its evolutions.-
- Knowledge and experience in Mobility Management and subsequent support pertaining to both Android and iPhone.-
- General understanding of client/servers and network architecture.-
- Knowledge and experience in Remedy Help Desk and ServiceNow.-
- Knowledge of ITSM concepts - ITIL Certification is an asset.-
- Organizational skills, time keeping and general professionalism are essential to hold this position.-
- Excellent sense of service with strong customer focus (active listening, self-control and disciplined).-
- Excellent interpersonal skills with the ability to forge good working relationships with both internal and external employees..-
- Good resistance to stress and able to work in a pressurized environment.-
- Self motivated with the ability to take initiative in identifying and resolving problems independently, and monitors own work for quality.-
- Ability to adapt quickly to a maturing environment.-
- Knowledge of Service Desk administration tools and procedures.-
- Possess an analytical mind and hold strong organizational and planning skills.-
- Mature and professional approach to work.-
- Very good team spirit and team player.-
- Available and capable of adapting quickly to changing technologies.PHYSICAL& REMOTE DEMANDS-
- This position is a Hybrid model which provides plenty of flexibility with work schedules that can be extended (expected to work on call on rotation) to ensure support outside regular business hours is available. Includes weekdays and weekends.-
- Occasional travel required.- Location:
Montreal PVM 35HRS
- Company:
Cogeco Connexion Inc
- Chez Cogeco, nous savons que des origines, d