IT Service Desk Technician

6 days ago

SaintLaurent, Canada Aversan Full time

**IT SERVICE DESK TECHNICIAN**

**Location**: St. Laurent, QC

**Job Type**: Hybrid**RESPONSIBILITIES**
- Responsible for the incident management process (incident identification and classification, problem investigation, incidents solutions and escalation);
- Responsible to trigger change management processes on hardware software and other information assets;
- Providing analysis of IT Support metrics (requests, incidents, etc.);
- Providing overall escalation management and technical solutions when issues are reported including but not limited to, review of open issues daily, updating the customers on the status of their escalated cases, and assisting in the reproduction of issues;
- Respond, research, resolve, assign and escalate end-user requests;
- Document customer interactions using ticket management software;
- Responsible for managing 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;
- Responsible for improving the user experience by providing a Hight class service.

**BASIC QUALIFICATIONS**
- Must have knowledge of Active Directory, Microsoft Windows, and Office365 (O365);
- 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;
- Possess strong analytical and problem-solving skills;
- Possess strong documentation and communication skills;
- Bilingual, French and English is required;
- Knowledge of tools such as SCCM/Intune, Jira, PowerShell, and Azure AD are considered strong assets;
- Display information technology security awareness;
- In this role, you may be required to be available to work on week-end.

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