IT Service Desk Technician

**Role and Responsibilities** CAE’s Information Technology Team works closely with all internal stakeholders so they can, in return, offer the best experience possible to the pilots and healthcare professionals. **Here are few reasons why folks love working at CAE** - Meaningful work that drives professional development - Ability to enter and grow within the technology industry - Work in a collaborative environment - Be part of a high-performance team **Your mission** 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 **In this role, you are requested to be available to work on the day & shift **night** and week-end.** **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. **What we have to offer** - _ Financial Perks:_ Numerous corporate discounts - _ Personal and Family Programs:_ Physical Wellness Plan & Supplementary Maternity Plan - _ Fun at work:_ social and community events all-year round Join the engine that is changing CAE, pointing towards the next horizon of growth through digital innovations to support our customers in their success. LI-CL1 LI-hybrid **Position Type** Regular CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted. **Equal Employment Opportunity** At CAE, everyone is welcome to contribute to our success. With no exception. As captured in our overarching value "One CAE", we’re proud to work as one passionate, boundaryless and inclusive team. At CAE, all employees are welcome regardless of race, nationality, colour, religion, sex, gender identity or expression, sexual orientation, disability, neurodiversity or age. The masculine form may be used in this job description solely for ease of reading, but refers to men, women and the gender diverse.