Responsibilities: Coordinate incident and request handling processes Assessing, prioritizing, and fulfilling user requests and follow up as needed Provide first level incident and request resolution as first call resolution (FCR) when possible Timely dispatching of all incidents and requests not handled as FCR (ITIL Structure) Provide accurate description, information, and resolution notes into ticketing system Manage Active Directory, BES, and a variety of ERP accounts and services Manage users'' expectations including providing timely responses to all concerns when applicable or involving other resource support in a timely manner to handle.

Work with team members and other IT members to ensure a consistent level of service After Hours support when scheduled (Weekly rotation between members of the Service Desk Team)



Support Hardware and Software installations and configurations as defined by current standardized procedures Assist with the development and preparation of various processes and procedures, documentation, and projects.

Maintain integrity of PC and communications asset management Seek opportunities to improve user satisfaction Education & Certifications: Post-secondary education in a related field Qualifications: Strong communication skills (verbal and written) Working knowledge of MS Office applications Robust troubleshooting skills Understanding of Remote Connectivity (i.e.

Modem/Dial-up/VPN) Strong working experience in web-based products and web browsers Knowledge of various Windows Operating Systems Good phone communication manner Customer Service driven

📌 Analyst, Service Desk (Laval)
🏢 Samuel, Son
📍 Laval