It Service Desk Specialist

IT service desk Specialist:

CAE’s Information Technology Team works closely with all internal stakeholders so they can, in return, offer the best experience possible to pilots and healthcare professionals.

Your mission

As an IT service desk Specialist, your mission is to improve the user experience by providing a Hight class service.

You are responsible for prioritizing requests, resolve first level end-user access problems, triggering required changes, and where required, escalating request to IT team members

Your Role & Main Responsibilities

Be an active contributor to the employee experience

• Respond, research, resolve, assign, and escalate end-user requests.

• Document customer interactions using ticket management software.

• Manage access requests according to information security policies and procedures.

• Respond to incoming and outgoing IT Support calls with respect to the IT Security policies and processes and Be a contributor to elevating the IT service desk function

• Contribute to the incident management process (incident identification and classification, problem investigation, incidents solutions, and escalation).

• Trigger change management processes on hardware software and other information assets.

• Provide analysis of IT Support metrics (requests, incidents, etc..)

• Provide overall escalation management and technical solutions when issues are reported to them, including but not limited to, review of open issues daily, updating our customers on the status of their escalated cases, and assisting in the reproduction of issues.

Be an inspirational and motivational colleague

• Share your knowledge with the team members & Contribute to the Team Knowledge Base

• Contribute to the collaborative and stimulating work environment

• Be a change agent & Agile mindset promoter

• Be connected to the industry to know tendencies and suggest innovative ideas

Your Qualifications

• Be interested to work in an environment using Kanban methodologies

• Display strong customer service skills and interpersonal skills.

• Ability to explain complex IT concepts in simple terms

• Possess strong analytical and problem-solving skills

• Possess strong documentation and communication skills.

• Desire to investigate problems.

• Able to accurately follow written technical work instructions.

• Bilingual, French and English.

Technical skills

• Possess knowledge of Active Directory, Microsoft Windows, and Office365 (O365).

• Possess knowledge of tools such as SCCM/Intune, Jira, PowerShell, and Azure AD are considered strong assets.

• Display information technology security awareness.