Bilingual IT Support Specialist/ Service Desk

Michael Page CA

*What You Will Do *· Evaluate documented resolutions, analyze trends and implement ways to prevent future problems· Alert management to emerging trends in incidents· Develop procedures to create standards for supporting the infrastructure environment, the business, brokers and other clients· Assist in hardware upgrades and software releases and communication or training for the end users· Take ownership of Service Requests and categorize, prioritize document and gather as much information from the end user or customer to resolve incidents and requests· Respond to customers and resolve issues in a timely manner· Escalate problems (when required) to the appropriate technician or Manager· Ensure that service requests are completed and includes information including all successful and unsuccessful decisions made, and actions taken, through to final resolution· Monitor, troubleshoot and fix any daily or periodic operational system processes and escalate as required· Provide technical desk side support to all Associates· Support and troubleshoot appropriate software and hardware used by the organization· Test fixes to ensure problem has been adequately resolved· Perform post-resolution follow ups to help requests· Develop help sheets and FAQ lists for end-users· Reinforce SLAs to manage end-user expectations· Participate in software testing and roll out· Own the access management process to ensure appropriate security is appliedMPI does not discriminate on the basis of race, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, or based on an individual’s status in any group or class otherwise protected under applicable human rights legislation. MPI encourages applications from minorities, women, the disabled and all other qualified applicants*Who You Are *· Completed college diploma or university degree in computer science· Certifications in A+ and MSCE is preferred· Minimum 5 years experience in a similar postions· Direct, hands-on experience with Service Desk tools· Knowledge of Windows operating system, different web browsers, MS Office (Word, Excel, PowerPoint, Outlook, Access, MS Project), Remote support tools, Citrix, Printer and other computer peripheral setup· Knowledge of Active Directory and access management and Exchange· Knowledge of computer hardware and its components and ability to troubleshoot and fix issues· Knowledge of the relationships between server and client applications· Experience in setting up desktop images· Knowledge of system development lifecycleprovides Personal and Commercial Specialty Insurance solutions to protect Canadian families and businesses across Canada, through our trusted network of Broker partnersgreat opportunity