Service Desk Administrator - Montréal, Canada - Q1 Technologies

Q1 Technologies

Verified Company

Montréal, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

"Skills Required:

Should have an experience of 13 years handling Service Desk
If the associate has worked on Service Now ticketing tool would be an advantage
ITIL V3/ V4 Foundation certified
Excellent spoken and written skills for both English and French. Must be fluent to a professional level in French (reading, writing and speaking)
Excellent Customer Service
Should have the capability to do multitasking
Should have good team skills
Should be Proactive and ready to take initiatives

Good to Have Skills:

Very good troubleshooting knowledge for PC and peripheral Hardware troubleshooting (including print & scanning devices)
Basic networking and Troubleshooting, LAN, WAN, Wireless, VPN, Dial up knowledge
Escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team
Exposure to ITIL processes
Ready to be flexible with shifts
Coordination with multiple stake holders / Third party Vendors for breakfix
Create the Standard Operating Procedure and update the knowledge database documentation whenever required
Remotely accessing hardware or software for clients to make changes and fix problems

Roles & Responsibilities:

Good understanding of Incident, Asset, Problem and Change Management (ITIL)
Provide first level support for any IT related problem following the Operation Procedures defined
Escalate to the right team and following the right procedure when the issue is outside of the SD support
Follow up the escalated tickets to the L2 team till closure
Do follow up with users to get additional information or to confirm the proper resolution (keep a small personal backlog
Strive hard to keep all the defines SLA's green (FCR, FLF, CSAT, AHT, ASA, backlog etc.)
Recommend technical/process improvement"

Job Types:
Full-time, Permanent

Salary:
Up to $110,000.00 per year

Benefits:

Schedule:

Supplemental pay types:

Ability to commute/relocate:

Montréal, QC: reliably commute or be willing to relocate with an employerprovided relocation package (required)

Experience:

- handling
Service Desk: 4 years (required)

Language:

Licence/Certification:

Kafka Administrator