2/25/2013
Technician, Query Management
Montreal
Information Technologies
2013-02-20_867
Salaried

Ivanhoé Cambridge is one of the ten largest real estate companies in the world, with over $30 billion of assets in the shopping centre, office, and multi-residential buildings in 20 countries as at December 31, 2011.

 
Headquartered in Montréal, Québec, Ivanhoé Cambridge is the real estate subsidiary of the Caisse de dépôt et placement du Québec, one of Canada's leading institutional fund managers. 
 

 

Specific accountabilities: 
 
Reporting to the Service Desk Supervisor, the Technician, Query Management is responsible for managing IT access and dealing with incidents and queries submitted by email, in accordance with the levels of service established by the department.

 

  • Manage and deal with all incoming level 1 queries received by email and online addressed to the IT Service Centre, based on a flexible work schedule:
    • Answer all requests submitted by users, enter them in the call management system, analyze and document them and resolve them to users’ full satisfaction.
    • Assign open issues to team members.
    • Ensure thorough follow-up with users.
    • Ensure users’ requests are handled in accordance with established service quality criteria.
  • Manage processes related to employee arrivals, transfers, promotions and departures:
    • Manage, in conjunction with Human Resources and managers, arrivals, transfers, promotions and departures and document them in the call management system.
    • Send the appropriate form to the manager, review the completed form once received and incorporate it into the call management system.
    • Initiate the UCMS process in the call management system.
    • Ensure daily follow-up for active UCMS issues.
  • Create and delete user profiles and access rights, in accordance with clients’ needs.
  • Serve as the resource person for basic access management and escalate mid-sized and large-scale problems.
  • Ensure thorough follow-up with all operations groups to monitor tasks to be completed and ensure SLOs are met for various queries:
  • Ensure all corresponding documentation is updated on a regular basis:
    • Create documentation relevant to the position and add it to the knowledge database.
    • Update existing documentation in the knowledge database.
  • Document, analyze and continuously improve procedures and methods for resolving queries.
  • Provide advice to users.
  • Ensure replacement of group members when absent.
  • Answer incoming service calls (occasionally, as required).

 

Key requirements

  • College diploma (DEC) in information technology or equivalent.
  • Two to four years of experience in an IT service centre.
  • In-depth knowledge of Active Directory, the Microsoft Windows 7 platform, the Microsoft Office 2010 suite, office productivity tools, desktop and laptop computers, components and peripherals.
  • Knowledge of Footprints, Citrix and SharePoint an asset.
  • Strong communication skills and solid command of written and spoken French and English.
  • Ability to perform under pressure; keen sense of urgency and customer service–oriented attitude.
  • Excellent troubleshooting and problem-solving skills.
  • Ability to adapt to new technologies and other changes.
  • Strong organizational, prioritization and multitasking skills and a results-oriented mindset.
  • Motivated, creative, flexible and accountable; an initiative-taker.
  • Available to work between 8 a.m. and 8 p.m. on weekdays.
  • Available outside of regular working hours.

 

If you are interested by this challenge, please submit your resume. 

A professional and appealing environment!  

Ivanhoé Cambridge has been recognized as one of the 100 Best Employers in Canada. We value the importance of human resources, which is why we provide a stimulating professional environment where integrity and respect, the drive to outperform, service excellence, teamwork and innovation are highly valued.