Essential Duties and Responsibilities:
• Understand business strategic priorities and projects prioritization
• Meet service level expectations by working / collaborating with the technical teams and partners in ensuring proper response to incidents and service requests in a timely and professional manner
• Perform analysis on incidents and requests trends while driving better IT services for the business
• Organize activities based upon priority, urgency, and escalations
• Escalate service or incident requests to the appropriate IT groups or partners as required
• Perform post-resolution follow-ups on all incidents to ensure customer satisfaction
• Collaborate with partners to ensure assets replacements are completed according to the assets lifecycle program
• Adhere to established policies and procedures
• Develop and maintain internal processes, standards, guidelines, and knowledgebase articles to facilitate IT operations and user information
Education and/or Work Experience Requirements:
• Technical diploma in Computer Systems or Information Technology preferred
• Minimum of 4 years of experience in a support or analyst role in delivering IT services
• Responsible, autonomous, accountable, and able to work independently on most aspects of their role under a moderate degree of supervision
• Team player, good time-management and organizational skills
• Ability to work in crisis situations, in multi-tasking mode, and efficiently under pressure
• Excellent IT technical skills
• Excellent communication skills (listening, feedback, foster collaboration, and teamwork)
• Excellent written skills are required to create clear and concise documentation and procedures
• Strong experience and knowledge of Microsoft Office applications
• Strong interpersonal and customer service skills
• Knowledge of Service Now or similar incident/request management tools, preferred
• A+ certification, preferred
• ITIL Foundation certification, preferred
• Effective written and oral communication skills in English and French
• Work on-call rotation for after-hour support
• Travel as needed
• Other duties as assigned
• Must have a valid driver’s license and vehicle
This position offers you a work environment in which service, integrity, excellence, and teamwork are highly valued; opportunities for development and growth and a flexible schedule.
As an equal opportunity employer, Personnel Alter Ego values diversity in its workforce and seeks to ensure all groups remain fairly represented. Candidates must have the legal right to work in Canada.
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