Help Desk Analyst

Insight Global; Montreal; Remote; CAD 60,000 - 80,000; Full time

Job summary

Join a leading company as a Help Desk Agent in Montreal, providing first-level support for technology products in the banking sector. This 12-month remote contract requires strong technical skills and a client-centric mindset. You'll troubleshoot issues, improve operational efficiencies, and provide on-call support during assigned shifts.

Qualifications

• 1+ year experience in a Windows OS environment.
• Experience with first and second level support.

Responsibilities

• Provide first level support with technology products.
• Resolve escalated client needs through service desk.

Skills

Technical Support

Client-Centric Mindset

Multi-tasking

Troubleshooting

Education

Post-secondary education

Tools

Microsoft Office

Citrix VPN

Job description

This range is provided by Insight Global. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$23.00/hr - $24.00/hr

12 month contract

Remote in Montreal

Pay: $23-24/hr T4

Required Skills & Experience

• Some prior technical/help desk experience (1+ year experience) in Windows OS environment
• You have strong knowledge of first and second level support; ability to multi-task and make sound judgments in a fast-paced, high stress environment;
• Experience with Microsoft application software (Word, Excel, Outlook, etc.)
• Strong client-centric mindset. You put our clients first, you engage with purpose to find the right solutions, and you go the extra mile because it's the right thing to do
• Familiar with Citrix VPN
• Familiar with Windows Hello for business
• Post-secondary education
• Previous experience in banking

Nice to Have Skills & Experience

• Experience with live chat

Job Description

You'll be joining the banks Employee Technology Services team as a Help Desk Agent, providing first level support with technology products or applications. You'll resolve escalated client needs (internal) through service desk from multiple lines of businesses related to infrastructure or applications; resolve and/or further escalate one or more products or services, while providing on-call support. You will interpret information received from first level of response when issues are escalated, identify gaps in existing problem resolution process to improve operational efficiencies, and determine solutions outside set procedure when a set procedure is not working and providing high-level expertise for extensive troubleshooting. This is a 12 month contract, remote. One of the two position will be dedicated to night, shift start at 11PM until 7AM. The second role will be primarily working on days but can expect to be swap to an evening or overnight position to cover vacation\absences.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  Banking

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