IT Service Desk Specialist

2 weeks ago

SaintLaurent, Canada Soho Square Solutions Full time

**IT service desk Specialist**
As an IT service desk Specialist, your mission is to improve the user experience by providing a Hight class service.
You are responsible for prioritize requests, resolve first level end-user access problems, trigger required changes, and where required, escalate request to IT team members

**Your Role & Main Responsibilities**
Be an active contributor to the employee experience
- Respond, research, resolve, assign and escalate end-user requests.
- Document customer interactions using ticket management software.
- Manage 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

Be contributor to elevate the IT service desk function
- Contribute to the incident management process (incident identification and classification, problem investigation, incidents solutions and escalation).
- Trigger change management processes on hardware software and other information assets.
- Provide analysis of IT Support metrics (requests, incidents, etc..)
- Provide overall escalation management and technical solutions when issues are reported to them, including but not limited to, review of open issues daily, updating our customers on the status of their escalated cases, and assisting in the reproduction of issues.

Be an inspirational and motivational colleague
- Share your knowledge with the team members & Contribute to the Team Knowledge Base
- Contribute to the collaborative and stimulating work environment
- Be a change agent & Agile mindset promoter
- Be connected to the industry to know tendencies and suggest innovative ideas

**Your Qualifications**
- 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.
- Desire to investigate problems.
- Able to accurately follow written technical work instructions.
- Bilingual, French and English.

**Technical skills**
- Possess knowledge of Active Directory, Microsoft Windows, and Office365 (O365).
- Possess knowledge of tools such as SCCM/Intune, Jira, PowerShell, and Azure AD are considered strong assets.
- Display information technology security awareness.

**Job Type**: Fixed term contract

Pay: $20.00-$27.00 per hour

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Saint-Laurent, QC: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Kanban methodologies: 3 years (preferred)
- Controlled goods: 3 years (preferred)
- IT analytics: 3 years (preferred)
- IT support: 3 years (preferred)
- French: 3 years (preferred)

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