IT Service Desk Analyst (12-month contract)

Brookfield • Gatineau, QC

80d • Hybrid

About The Position

The IT End User Services group is looking to fill a position on the Service Desk
team, which serves at the first point of contact for Brookfield Renewable staff
to contact the IT team. Their focus is to resolve incidents, problems, and
requests, or to route tickets appropriately where required.

Requirements

• College Diploma or bachelor’s degree in Information Technology, Computer Programming / Science, Engineering, or other related field
• Equivalent work experience will be accepted
• Strong time management skills, able to manage multiple priorities and work on multiple tickets at once
• Customer-centric mindset and strong interpersonal skills
• Exceptional problem-solving ability
• Ability to articulate solutions to problems clearly and effectively to non-technical colleagues
• Ability to document repeated actions in relation to Problems and Incidents
• Experience using ServiceNow as a ticketing system
• Functional knowledge of Windows 7 and Windows 10 enterprise deployments
• Functional knowledge of the M365 toolset (i.e. Office Suite, Microsoft Teams, SharePoint)
• Working knowledge of ITIL processes
• Fluency in English and French is required

Nice To Haves

• Understanding of Group Policy structure is an asset

Responsibilities

• Receive, act on, and triage requests to the IT team via phone call, email, and ServiceNow portal
• Support End Users with Level 1 and 1.5 support including, but not limited to:
• Password resets
• Software install/uninstall
• Operating System (Windows 10) and Hardware issues
• Mobile device management utilizing In-Tune
• Printer setup
• Assist in the administration of enterprise-wide toolsets such as Office 365
• Provide remote support to users via TeamViewer and SCCM
• Provide after hours on call support once every 4-6 weeks on a rotating basis
• Assist in asset management and tracking of both hardware and software assets

Benefits

• We work to recognize you in meaningful, personalized ways including a competitive salary and a health benefits program.
• Our spaces are open, dynamic, and collaborative, giving you access to different businesses and teams. For your wellbeing, our building is equipped with a modern gym, bike storage, and healthy snacks and drinks.
• We cultivate a culture where we invest in your growth and development.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 501-1,000 employees