Help Desk Specialist - Level 3

We seek a dedicated IT Support Specialist to serve as the primary point of contact for internal users regarding technology-related inquiries and issues via phone, MS Teams, and email, in French and English.

Key Responsibilities :

• Serve as the main contact for internal users, addressing technology-related questions and concerns in both official languages (French and English).
• Assist new employees with their IT onboarding needs.
• Record all incidents, service requests, changes, and problems in the ticketing system.
• Take ownership of user incidents and service requests, ensuring timely follow-up and communication of progress on behalf of the user.
• Maintain a high standard of customer service for all support inquiries while adhering to service management principles in both languages.
• Monitor IT Service Desk issues to ensure swift resolution.
• Document system monitoring and reporting for hardware, software, phone systems, and network resources to maintain high availability, performance, security, and integrity levels.
• Resolve basic security issues, including malware detection and password resets.
• Provide technical support for end-users, including PCs, peripherals, and telecom devices.
• Participate in disaster recovery initiatives and special projects as needed.
• Uphold confidentiality regarding all employee and business information.

Qualifications :

• Strong communication skills in both French and English.
• Experience in IT support or a related field is preferred.
• Proficient in using ticketing systems and monitoring tools.
• If you are passionate about technology and customer service, we invite you to apply and join our team!

Candidates must be eligible for Government of Canada Reliability and / or Secret Security Clearance

If you are a proactive individual with a passion for IT support, we encourage you to apply for this exciting opportunity.

Advantages

Potential longer-term opportunity coming out of this contract. Hybrid work is potentially an option too.

Responsibilities

• Serve as the main contact for internal users, addressing technology-related questions and concerns in both official languages (French and English).
• Assist new employees with their IT onboarding needs.
• Record all incidents, service requests, changes, and problems in the ticketing system.
• Take ownership of user incidents and service requests, ensuring timely follow-up and communication of progress on behalf of the user.
• Maintain a high standard of customer service for all support inquiries while adhering to service management principles in both languages.
• Monitor IT Service Desk issues to ensure swift resolution.
• Document system monitoring and reporting for hardware, software, phone systems, and network resources to maintain high availability, performance, security, and integrity levels.
• Resolve basic security issues, including malware detection and password resets.
• Provide technical support for end-users, including PCs, peripherals, and telecom devices.
• Participate in disaster recovery initiatives and special projects as needed.
• Uphold confidentiality regarding all employee and business information.

Qualifications

Qualifications :

• Strong communication skills in both French and English.
• Experience in IT support or a related field is preferred.
• Proficient in using ticketing systems and monitoring tools.
• If you are passionate about technology and customer service, we invite you to apply and join our team!

Summary

If you are a proactive individual with a passion for IT support, we encourage you to apply for this exciting opportunity.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees.

In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary / gender non-conforming;

Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle.

We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.

ca to ensure their ability to fully participate in the interview process.