Help Desk (Remote)

Soroc Technology - Montréal, QC (il y a 30+ jours)

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Our client is seeking a Help Desk Specialist to join their team

Overview

Provide onsite first level IT Help Desk support for our client's end users with 7x24 duties for supported environment. This includes Market Risk Division, Analytics and Risk Report as well as our client's Capital Markets Production Operations which are the centre of competence for back office settlement, reconciliation, investigation and control.

KNOWLEDGE AND SKILLS

Knowledge:

· Possesses 3+ years of experience in help desk and first line application support experience, preferably in a trading environment

· Possesses a university degree/college diploma in applied technologies or equivalent business experience

· Experience working in a financial environment

· Demonstrates good knowledge of desktop hardware and software and related technologies (e.g. MS Windows, Citrix, blade PC technology and desktop virtualization)

Skills:

· Possesses excellent communication and interpersonal skills.

· Mobile Support/MaaS360

· Remote Access Support (RSA)

· ServiceNow Ticketing System

· Displays good problem solving and analytical skills.

· Illustrates good customer service skills and high attention to problem description, detail and impact

· Excellent organizational & multitasking skills

· Demonstrates good teamwork skills and able to work independently

· Is self-motivated, goal-oriented, customer-service oriented and able to manage change

· Is comfortable with shift rotation

ACCOUNTABILITIES:

· Is part of the Capital Markets (CM) and Enterprise Risk Portfolio Management (ERPM) team responsible for providing onsite help desk and first line technical support for front and back office, and related user groups for all technologies, including network/Internet connectivity, application and infrastructure issues

· Monitors performance and availability of hardware, systems, applications and links to ensure system and application service level availability objectives are met or exceeded for our partners

· Reports incident conditions immediately to senior/lead staff to expedite restoration of service or to eliminate the potential for a service disruption situation

· Completes incident record information and shift log documentation to document the incident for tracking purposes and logs details for shift turnover communications and follow-up activities

· Provides cost effective first-level IT support by applying known solutions to problems or performing basic research

· Escalate issues to second level support when the solution is unknown or cannot be found within 20 minutes

· Resolves 80% of incidents at first point of contact

Job Types: Full-time, Contract

Experience:

  • technical support: 2 years (Preferred)
  • Help Desk: 2 years (Preferred)