IT Apprentice

The Service Desk Apprentice is in charge for assisting IT staff through various needs within the department. Strong customer service acumen with a desire to investigate situations that arise and find solutions are key components of this position.

In this role, you will...

• Act as the first point of contact for customers requesting technical assistance by using the ticketing tool, in person, e-mail (Service Now).
• Record, track and document the helpdesk ITSM tool to set up a problem resolution process and feed a follow-up action that was taken to reach the final resolution.
• perform problem solving at the desktop level with hands-on approach (Example: installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications...)
• Perform remote troubleshooting through technical diagnostic and relevant questions.
• Determine the best solution based on the problem identification and the details provided by the end-user.
• Support clients throughout the problem-solving process.
• Escalate unresolved problems to higher level support staff.
• Update the inventory
• Monitor and update customer status and information.
• Forward customer comments or suggestions to the relevant internal team
• Identify and propose relevant improvements to procedures.
• Assist the Team with a project where we will be replacing hardware for EMEA locations.
• Work 35 hours per week, Monday - Friday.

• At least on year of higher education
• Experience supporting a large geographically dispersed IT infrastructure.
• The ability to learn new technologies and skills quickly
• Great time management and communication skills.
• Great team spirit
• Knowledge /ability on using remote assistance tool.
• Good understanding of computer systems, mobile devices, and other technology products.
• Adequate knowledge of basic computer hardware, including PCs, Servers, and Printers.
• Strong Customer service orientation.
• Excellent verbal and written communication skills including strong interpersonal skills with ability to speak effectively in small group settings.
• Ability to identify and resolve problems in a timely manner by defining problems, troubleshooting problems, collecting data, establishing facts, and drawing valid conclusions.
• Ability to remain composed and exhibit professionalism in all types of situations.
• Ability to adapt to change, delays and unexpected events.
• Ability to read and interpret documents such as instructions and procedure manuals.
• Ability to work cooperatively and successfully with co-employees within the company.
• Fluent in English & French
• Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment
• Consideration for privacy and security obligations