RESPONSIBILITIES

- Ensure systems, software, and mobile devices are UpToDate through system monitoring and regular upgrades.
- Coordinate incident and request handling processes
- Help in managing incoming incidents, tasks and interactions
- Provide network monitoring
- Provide technical support by phone and remote access as well as walk in support.
- Assessing, prioritizing, and fulfilling user requests and follow up as needed. Familiar with ServiceNow tracking system an asset.
- 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
- Work with team members and other IT members to ensure a consistent level of service
- Provide Telephone support using a Cloud based phone system
- 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
- Seeking opportunities to improve user satisfaction
- Deploy and configure desktops, laptops, and mobile devices using up-to-date imaging or provisioning tools (e.g., Autopilot, Intune, MDT).
- Support internal projects and technology rollouts as assigned.




- Occasionally walk the shop floor and office areas to assist with troubleshooting and the installation of IT equipment.

EDUCATION & CERTIFICATIONS

- Post-secondary education in a related field
- Strong communication skills (verbal and written)
- Working knowledge of MS Office applications
- Strong troubleshooting skills
- Understanding of Remote Connectivity (ie. VPN/Bomgar)
- Strong working experience in web-based products and web browsers
- Knowledge of various Windows Operating Systems
- Good phone communication manner
- Customer Service driven
- ITIL 3/4 Certification would be a benefit
- Knowledge and experience using ServiceNow would be an asset

KNOWLEDGE

- Bilingual (French/English) required: Given the nature of the position and the regular interactions with internal clients located both in Quebec and outside Quebec, proficiency in both French and English, both spoken and written, is required to ensure effective communication and quality service.
- Strong technical knowledge of IT
- Experience with Microsoft Suite (Excel, Word, Powerpoint)
- Experience with ITSM/ITIL applications (ServiceNow)

ATTRIBUTES

- Exceptional technical documentation skills
- Ability to present ideas in a user-friendly language
- Keen attention to detail
- Proven analytical and problem-solving abilities
- Ability to configure networked printing and imaging devices




- Ability to troubleshoot both hardware and software issues
- Ability to prioritize and execute tasks in a high-pressure environment
- Ability to work independently and collaboratively
- Excellent written and oral communication skills
- Excellent interpersonal skills
- Exceptional service orientation
- Strongly self-motivated and directed

WORK CONDITIONS

- Able to work various hours or start times to manage customer support from 7am to 8pm.

RESPONSABILITÉS

- Veiller à ce que les systèmes, les logiciels et les appareils mobiles soient à jour grâce à la surveillance des systèmes et à l’exécution régulière des mises à niveau.
- Coordonner le traitement des incidents et des demandes de service.
- Contribuer à la gestion des incidents entrants, des tâches et des interactions.
- Assurer la surveillance du réseau.
- Fournir du soutien technique par téléphone, à distance et en personne.
- Évaluer, prioriser et traiter les demandes des utilisateurs, et effectuer les suivis nécessaires.
- Utiliser le système de suivi ServiceNow. Une connaissance de cet outil constitue un atout.
- Résoudre les incidents et les demandes de premier niveau dès le premier contact (FCR), lorsque possible.
- Acheminer rapidement les incidents et les demandes qui ne peuvent être résolus dès le premier contact, conformément à la structure ITIL.
- Saisir des descriptions précises, les renseignements pertinents et les notes de résolution dans le système de billetterie.
- Gérer les comptes et les services liés à Active Directory, à BES e

📌 Analyst, Service Desk/Analyste, Centre de Service (Laval)
🏢 Samuel Packaging Systems Group
📍 Laval