4/5/2013
Service Desk Agent
Montreal
Information Technologies
2013-04-05_906
Salaried

Ivanhoé Cambridge is a world-class real estate company that leverages its high-level expertise in all aspects of real estate including investment, development, asset management, leasing and operations, to deliver an optimal return for its investors.

                                              
Through its multiple subsidiaries, its assets in more than 20 countries are valued at over Cdn$35 billion as at December 31, 2012. Ivanhoé Cambridge is a 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 Help Desk Supervisor, provides level I user support with a prompt and efficient technical and logistical help desk service in order to maintain superior client satisfaction.
  • Own and Manage level 1 requests in the helpdesk system within flexible hours:
    • Respond, Log, analyze well document and solve user requests to their entire satisfaction;
    • Assign open tickets to the appropriate team member;
    • Ensures close follow up with users;
    • Make sure that user queries are handled according to established service criteria.
  • Provide desktop/application/network basic troubleshooting and end-user support services for all users up to the highest level according to established procedures:
    • Install and configure hardware and software according to established criteria;
    • Ensure workstations and peripherals are operational and optimally used;
    • Ensure compliance with vendor-negotiated contracts;
    • Participate to maintain corporate IT inventories.
  • Document, analyze and continually improve procedures, problems and their resolution;
  • Take part of different projects;
  • Provide consulting services to the users;
  • Provide backup to peer group during any absences.
     
Key requirements 
  • College Diploma in Computer Science or equivalent;
  • Two to four years experience in a help desk centre;
  • Possess a good knowledge of the Microsoft Windows platform, as well as Microsoft Office suite, office tools, desktop and laptop computer and their peripheral equipment;
  • Knowledge of Footprints software and Citrix, an asset;
  • Strong communication skills and a good commend of French and English, both oral and written;
  • Ability to work under pressure, have a sense of urgency and be customer-service;
  • Willingness to work outside usual office hours and to travel occasionally.
 
  
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.