Bilingual (French & English) Level 1 IT Service Desk Support x 2

We are currently seeking an IT Service Desk Technician to join the Level 1 Support team within the Information Technology group. This is a highly visible role that requires strong technical troubleshooting abilities excellent communication and customer service skills. You will be supporting users across multiple Canadian offices and ensuring a world-class IT service experience.

• Serve as the first point of contact for all IT-related queries (hardware software printers applications licenses etc.) via phone email or in person.

• Provide desktop and application support at the first/second-line level with professionalism and efficiency.

• Log and update all issues within the ticketing system in accordance with defined processes.

• Escalate issues to Level 2 and Level 3 teams where appropriate.

• Own and manage IT Level 1 incidents for assigned customers through to resolution.

• Proactively identify process improvement opportunities and contribute to continuous improvement initiatives.

• Participate in knowledge transfer maintaining up-to-date documentation and knowledge base articles.

• Previous experience providing Level 1 IT support in a busy professional services or corporate environment (supporting 1000 users preferred).

• Strong background in ticket management systems and/or call centre support.

• Experience working with high-profile customers in demanding time-sensitive situations.

• Strong troubleshooting skills with the ability to distinguish between needs vs. wants to deliver appropriate solutions.

• Process-driven mindset with attention to detail and ability to follow tasks through to completion.

• Excellent customer care and communication skills across all levels of the organization.

Candidates should have proven ability in supporting:

• Microsoft Windows 10 or higher

• Microsoft Office 365 suite

• Mobile Device Management tools (Intune or equivalent)

• Apple devices (Mac iPhone iPad)

• Printing solutions (desktop & multifunction devices)

• Active Directory

• File transfer solutions

• Document Management Systems (e.g. iManage or equivalent)

• Client Management Systems (CMS)

• Time recording applications

• Encryption and security software

• Dictation and transcription tools

• Remote access tools (VPN Terminal Services TeamViewer etc.)

• Multi-factor authentication tools (e.g. Microsoft Authenticator)

• ITIL certification

• Microsoft certifications