Internship-6 months)

Groupe Touchette•Montreal, QC

About The Position

The Help Desk Technician is responsible for providing technical assistance and support related to computer systems, hardware, or software. He/She will respond to queries, isolates problem, and determines and implements solutions.

Requirements

Relevant college diploma or 1 to 3 years of experience in a similar role
Excellent communication and interpersonal skills
Patient, customer-friendly attitude
Ability to work in a team environment
Ability to translate needs into business procedures and identify problems and challenges
Analytical and organizational skills
Ability to collaborate with various work teams
Fluent in both English and French, both written and spoken

Nice To Haves

Global vision allows you to provide adapted solutions that will contribute to the evolution of the SAP solution
Like to tackle problems and analyse situations and business solutions in order to increase performance
Inspire confidence in your colleagues and internal and external customers through your actions
Like to stay up to date on the latest technologies and are always seeking to learn more in your field in order to provide innovative business solutions adapted to users’ needs
Understand new trends and have a keen interest in technology, security and business procedures

Responsibilities

Provide first-response to service incidents
Perform entry-level to intermediate technical/application interventions, root cause analysis and provide escalation services
Walk end user through problem-solving process
Enter updates directly into the Ticketing System (start/end times, work performed details) immediately after completing each intervention
Interface effectively with the user during service interventions and maintain the highest degree of customer satisfaction; act as a point of contact for support requests
Have a thorough understanding of the Groupe Touchette Portfolio, and maintain an in-depth understanding of our operations to deliver exceptional maintenance and support services
Write documentation/training manuals/SOPs
Maintain documentation/training manuals/SOPs
Provide user training
All other related tasks