IT User Support I

Intact Financial Corporation; Saint-Hyacinthe; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading financial services provider in Canada is seeking an IT User Support I to join their team. The successful candidate will address users' computer system issues and document resolutions. Ideal candidates have at least one year of Help Desk experience, knowledge of ticket management software, and are bilingual in French and English. This role offers a hybrid work model and extensive benefits, including a flexible pension plan, wellness accounts, and community impact programs.

Benefits

Flexible work arrangements

Employee Share Purchase Plan

Wellness account

Access to virtual healthcare

Community Impact program

Qualifications

• At least 1 year of experience in a Help Desk environment.
• No Canadian work experience required, but must be eligible to work in Canada.
• In-depth knowledge of PCs and centralized system environments.

Responsibilities

• Respond to users regarding computer systems issues.
• Document the steps leading to problem resolution.
• Intervene in critical situations during system failures.
• Ensure management and integrity of user identity.

Skills

Help Desk experience

Customer orientation

Team spirit

Analysis and synthesis

Bilingual (French and English)

Tools

FreshDesk Ticketing system

Windows

MS Office

Lotus Notes

LAN/WAN knowledge

Job description

About the role

We’re looking for an IT User Support I to join our growing team!

What you’ll do here :

Respond to users (brokers / employees) regarding computer systems issues or questions.

Record all queries in order to document the steps leading to the resolution of the problem.

Intervene in critical situations in the event of a system failure.

Ensure allocation of the necessary technical resources in order to respond concretely to any situations by following the existing escalation scales.

Ensure the management and integrity of user identity by following the procedures in place to secure the use of computer systems.

Participate in the development of documentation intended for users in collaboration with the other support services of the company.

What you bring to the table :

At least 1 year of experience working in a Help Desk environment

Experience or knowledge of FreshDesk Ticketing system or any ticket management software

In-depth knowledge of PCs and centralized system environments

Knowledge of Windows, MS Office, Lotus Notes, LAN / WAN

Being customer oriented

Team spirit

Analysis and synthesis

Be action oriented

Bilingual (French and English) : Need to interact on a regular basis with an English-speaking clientele and colleagues across the country.

No Canadian work experience required however must be eligible to work in Canada.

#LI-Hybrid

What we offer

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team :

A financial rewards program that recognizes your success

An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased

An extensive flex pension and benefits package, with access to virtual healthcare

Flexible work arrangements

Possibility to purchase up to 5 extra days off per year

An annual wellness account that promotes an active and healthy lifestyle

Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues

A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs

Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities

Inspiring leaders and colleagues who will lift you up and help you grow

A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.