95 Helpdesk Lead jobs in Canada

Job Description

Job Description

Our team is looking to hire an Associate, Service Desk to support various brands, as part of Internet Companies Group (ICG), a division of Bell Canada serving both consumer and business needs across Canada.

LOCATION:

• Longueuil, Quebec

ABOUT THE OPPORTUNITY:
The Bilingual Associate, Service Desk will be responsible for providing technical support and assistance to end-users experiencing computer, software, and network-related issues. The ideal candidate must demonstrate strong problem-solving abilities, excellent communication skills, and be detail-oriented with the ability to document issues accurately and comprehensively.

The successful candidate must be proficient in both French and English, both orally and in writing, and possess a genuine passion for helping others resolve technology challenges.
 

KEY RESPONSIBILITIES:
 

• Provide technical assistance and support for incoming queries and issues from end-users related to computer systems, software, and hardware in both French and English
• Install, configure, and maintain computer systems and peripherals
• Manage user accounts and permissions in Active Directory
• Administer email systems and remote access tools
• Record, track, and document the problem-solving process and actions taken through to final resolution in the ticketing application
• Escalate service requests to the appropriate IS or Operational Support teams as required
• Assist with Service Desk/IT projects and initiatives as needed
• Maintain an inventory of IT equipment and supplies
• Ensure compliance with company policies and procedures
• Follow up with customers, provide feedback, and see problems through to resolution
• Develop solutions, answers, and document frequently asked questions for end users in the service desk environment
• Maintain strict confidentiality of information that may be disclosed when working on users' systems
• Other related duties as assigned

WORKING CONDITIONS:

• Hybrid working arrangement, with 2 to 3 days in office or as needed for real-time support needs.

CREDENTIALS:

• Bachelor's degree or College Diploma in Information Technology, Computer Science, or acceptable combination of education, training, and experience
• Professional certifications in information technology or product certifications would be considered assets (CompTIA A+, Network+, or similar)
• Minimum one (1) year's experience in a Help Desk or IT support role with knowledge of advanced computer hardware including mobile devices and virtual environments

LANGUAGE REQUIREMENTS:

• Fluency in both French and English (written and spoken)

SKILLS & ABILITIES:

• Strong knowledge of Windows and Mac operating systems
• Knowledge in O365 Admin (Exchange, SharePoint, OneDrive, and Teams), Active Directory (including Azure AD), and Intune
• Familiarity with Microsoft Office Suite and common business applications
• Basic knowledge of network infrastructure and security principles
• Ability to utilize PowerShell scripting for automation and task management
• Knowledge of ITIL practices
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Strong organizational and time management skills

(ENGLISH VERSION FOLLOWS)

VOICI CE QUI EST PRÉVU POUR VOUS

Expérimentez une multitude d'opportunités que seule une entreprise en pleine croissance peut offrir en rejoignant une équipe dynamique qui travaille avec vigilance pour remodeler le paysage des télécommunications.

Le cœur et l'âme de notre programme de rémunération sont construits sur les fondations de notre vision, de notre mission et de nos valeurs.

• Un programme de prestations médicales et dentaires d'entreprise de premier plan.
• Nombreux autres avantages.
• Vous aurez des opportunités de croissance et de développement.

La diversité et l'inclusion sont importantes chez nous. Nous apprécions l'unicité de chaque individu et croyons que nos différences nous rendent plus forts. On s'engage à offrir un lieu de travail garantissant l'égalité des chances, le développement et l'avancement pour tous.

QUE SE PASSE-T-IL APRÈS L'ENVOI DE VOTRE CANDIDATURE ?

Si votre candidature correspond aux critères de recherche du responsable, vous pourriez être contacté pour un entretien préliminaire.

En raison du grand nombre de candidatures, tous les postulants n'ayant pas été contactés ne seront pas retenus.

La diversité et l'inclusion sont importantes pour nous. Nous apprécions l'unicité de chaque individu et croyons que nos différences nous rendent plus forts. On s'engage à offrir un lieu de travail garantissant l'égalité des chances, le développement et l'avancement pour tous les employés actuels et futurs.

Des aménagements sont disponibles sur demande pour les candidats participant à tous les aspects du processus de sélection. Pour une demande confidentielle, envoyez simplement un courriel directement à votre recruteur.

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HERE’S WHAT’S IN IT FOR YOU:

Experience a wealth of opportunities that only a growing company can offer by joining a dynamic team that’s vigilantly working together towards reshaping the telecommunications landscape.

The heart and soul of our compensation program is built from the foundation of our vision, mission and values.

• Industry-leading Corporate Medical and Dental benefits program, in addition to many other perks.
• We promote work-life balance with generous PTO.
• We provide a great work environment!
• Opportunities for growth & development.

Diversity and inclusion are very important to us. We appreciate the uniqueness of all individuals and believe that our differences are what make us stronger. We are committed to providing a workplace that ensures equal opportunities, development, and advancement for all.

WHAT HAPPENS AFTER YOU SUBMIT YOUR APPLICATION?

If your application matches the manager’s search criteria, you may be contacted for a pre-screen interview.

Due to high volumes of applications, not all applicants who submit an application will be contacted.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email your recruiter directly.

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Job Description

Job Description

Salary:

The Service Desk Dispatcher is responsible for attaining maximum utilization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client requests so that they can be dispatched to the appropriate resource. The role coordinates tasks, escalations and communicates with both external and internal stakeholders. This role is crucial for maintaining our commitment to exceptional customer service.

Qualifications:

• High school diploma or equivalent; additional education or certifications in IT or related fields is a plus.

Experience:

• Minimum 1+ years of experience in a customer-facing role, preferably in a support or service capacity, would be valuable. The candidate should be skilled in effective communication with users or clients, ensuring their satisfaction throughout the implementation and deployment processes.
• Experience building and maintaining support relationships with clients.
• Experience in a professional office environment.

Knowledge, Skills, and Abilities:

• A customer service mindset and excellent verbal and written communication skills.
• Strong organizational and multitasking skills with the ability to prioritize tasks effectively in a high paced environment.
• Excellent active listening and interpersonal skills.
• Proficiency in using computer software, including service management tools and Microsoft Office Suite.
• Basic understanding of IT concepts and terminology.
• Ability to work in a fast-paced environment and handle high-pressure situations with professionalism.
• Ability to process large amounts of variable information.

PRINCIPAL ACCOUNTABILITIES

• Receive, prioritize, and schedule service requests from clients.
• Coordinate and dispatch IT service technicians to client sites or remote support sessions.
• Monitor technician progress and update clients on the status of their service requests.
• Maintain accurate records of service requests, technician assignments, and work performed.
• Collaborate with the technical team to ensure appropriate resources are allocated to each task.
• Track and audit service tickets
• Maintain ongoing and professional customer communication, keeping them informed of incident progress, as well as notifying them of impending changes and agreed outages.
• Assist in managing and tracking inventory of IT equipment and parts.
• Provide administrative support to the service department as needed.
• Escalate service requests that cannot be scheduled within agreed service levels.
• Report the utilization of Support resources and successful completion of service requests to the Service Manager.
• Utilize the CRM system to provide improved support and services to clients.

Job Description

Job Description

Description

Fixed Term Contract: 12 months contract.

At CI, we see a great place to work as one that is a safe place for everyone to have a voice, where people are empowered to take ownership over meaningful work, where there is an opportunity to grow through stretching themselves, where they can work on innovative products and projects, and where employees are supported and engaged in doing so.

The Service Desk Analyst is responsible to provide technology-related support and problem resolution to all employees of CI Financial and its subsidiaries, including Assante and Stonegate financial advisors and branch staff. This individual will support the user's incidents and requests promptly while maintaining a high standard of quality and service. They must work as a member of the team to support one another in brainstorming solutions and may be asked to mentor peers, assist in onboarding new employees, and develop and maintain knowledge articles for the team.

WHAT YOU WILL DO  

• Handle inbound telephone and email inquiries for all user hardware, software applications and platforms
• Strive for resolution at first contact with minimal hand-offs as required
• Provide face-to-face service for customers as required on-site at corporate office locations in the Greater Toronto Area
• Deliver a high standard of customer services based on communication, professionalism, timeliness and accuracy of technical information provided
• Log requests, follow up on outstanding items and provide instructions and status updates to users in a clear, professional manner (written and verbal)
• Investigate and resolve issues using internal resources as well as conducting research from sources publicly available
• Determine the scope of user issues and escalate to the applicable team when appropriate following our Incident Management Process
• Prioritize and manage multiple requests based on urgency and scope of the issue
• Assist other teams with desk moves and deployments
• Work as a team and help determine the scope of user issues and escalate to applicable team or manager when appropriate
• Monitor queues and maintain service levels and wait times
• Maintain and promote within the team a high standard of customer service based on communication, professionalism, timeliness and accuracy of technical information provided
• May be asked to assist in handling call escalations from customers when appropriate and escalate to management when necessary
• May be asked to serve as an escalation and consultation point for other End User Support Specialists on the team
• Draft, edit, review and approve internal notifications
• Maintain team knowledge base, ensure internal resources about processes, systems and devices used by the company are up to date
• Represent Service desk and attend meetings when delegated to do so
• Assist with recording metrics and tracking the performance of the team
• Coordination of the ITS "Did You Know" newsletter, ensuring that an edition with a relevant topic is sent out at regularly scheduled intervals.
• Assist Service Desk manager with onboarding and training of new hires
• Assist in planning, development, review and indexing of new materials and programs for training
• Maintain knowledge and help keep internal resources about our Services and Applications up to date
• Share knowledge to the team as it becomes available using the appropriate tools

WHAT YOU WILL BRING  

Education/Training

• University degree/college diploma or equivalent in an IT-related discipline.
• A+, Network + and/or ITIL certification

Experience

• Previous experience in a technology-related role
• Previous experience in a customer service role
• Familiarity with hardware, software applications and platforms used by CI Financial and its subsidiaries
• Previous experience using a ticketing system to log incidents and service requests

Knowledge, Skills & Abilities

• Technical and practical knowledge of Windows and iOS operating systems, as well as the MS Office suite of products
• Technical knowledge of end-user hardware including PCs, Apple devices
• Basic knowledge of networking including TCP/IP and Windows
• Good understanding of internet technologies (http, e-mail, VPN, etc.)
• Understanding of Active Directory and familiarity with managing user access
• Customer service oriented
• Strong written and verbal communication skills
• Excellent problem-solving skills
• Strong interpersonal skills
• Strong organizational skills
• Propensity to learn
• Typing at a medium to fast rate with accuracy
• Ability to manage client expectations by actively listening and communicating in a friendly, professional manner.
• Able to make sound judgments and decisions after a thorough investigation of an incident.
• Ability to prioritize and multi-task several requests in a short period.
• Willing to take initiative and ownership in assisting users, as well as during low call/email volumes.

WHAT WE OFFER 

• Modern HQ location within walking distance from Union Station.
• Equipment Purchase Program.
• Training Reimbursement.
• Paid Professional Designations.
• Employee Share Purchase Program (ESPP).
• Corporate Discount Program.
• Enhanced group benefits.
• Parental Leave Top–up program.
• Fitness membership discounts.
• Volunteer paid Days.

We are focused on building a diverse and inclusive workforce. If you are excited about this role and are not confident you meet all the qualification requirements, we encourage you to apply to investigate the opportunity further.

Please submit your resume in confidence by clicking “Apply”. Only qualified candidates selected for an interview will be contacted. CI Financial Corp. and all of our affiliates (“CI”) are committed to fair and accessible employment practices and provide reasonable accommodations for persons with disabilities. If you require accommodations in order to apply for any job opportunities, require this posting in an additional format, or require accommodation at any stage of the recruitment process please contact us at , or call ext. 4747.

IKO Industries Ltd. is a market leader in the manufacturing of roofing and building materials. IKO is a Canadian owned and operated business with production facilities worldwide and has many years of unparalleled success in the roofing materials industry. Quality, integrity, and trustworthiness are the values that underlie this success, and we have built this company by hiring people who hold these values. People like you!
Job Description
Reporting to the Director, Global Service Desk, the
Manager, Service Desk
has overall responsibility for the Service Desk support and service delivery. This includes but is not limited to incident management, hardware support, application support, end users support and escalations. Coupled with resource management, the focus is to be timely and effective by meeting and exceeding end usersu2019 expectations and the outlined SLAs and KPIs to improve the measured experiences. Provide leadership and direction to a geographically dispersed team that provides end user support. This role is based fully onsite out of our Mississauga office location.
Benefits
Health Insurance (includes Virtual Health, and HCSA)
Dental Insurance
Vision Insurance
Life Insurance
Long-term Disability
Short-term Disability
RRSP Match
Paid Vacation
Floating Days
Employee Assistance Program
Employee Engagement Events
Awards and Recognition
Tuition reimbursement
Service Awards
Employee Perks & Discounts
Job Responsibilities
Drive continuous service improvement and innovation, including meeting/exceeding SLAs.
Collect, analyze, and report on key Analyst performance metrics.
Timely response and resolution or escalation of all incidents and requests logged.
Provide desktop support to all internal users. This includes, but is not limited to technologies such as networks, end-point management solutions, remote access, telephony, and conferencing services.
Provide first level triage and report on successes u2013 first contact resolution.
Driving customer survey adoption and results.
Continuous reliability and responsiveness of all site-based technology through effective monitoring, proper maintenance, and timely resolution.
Drive a high standard of customer service excellence, through knowledge of IT general controls and a management style that fosters engagement and cohesiveness in a distributed team.
Collaborate with business partners to proactively mitigate service support risks.
Manage the Service Desk Support team in their day-to-day operations preventing backlog.
Proactively identify opportunities for process improvement, coaching, employee development or training needs within the Service Desk team.
Instill Problem Management discipline and work with others in IT to permanently resolve any identified problems.
Develop escalation procedures and act as primary point of escalation.
Derive and adhere to appropriate service levels according to business requirements in consultation with stakeholders.
Schedule staff to ensure relevant coverage both during regular operating hours and on call/standby, and after-hours support.
Create and maintain performance dashboards.
Audit and report on case quality based on Analyst performance and survey results.
Define KPIs, success metrics for improved performance.
Maintain inventory of all hardware and software assets by location related to operational utilization.
Contribute to the strategy of the department and drive implementation of department goals that support the companyu2019s core values.
Participate in the budgeting process.
Contribute to the development of a service-driven technology roadmap that will inform and guide the annual planning process.
Build productive and effective relationships with internal and external stakeholders as well as develop an understanding of the current needs of stakeholders, and an awareness of how to meet those needs.
Qualifications
Minimum 5 to 10 years of demonstrated IT/Service Desk Management experience in a multi-site, complex environment managing remote teams.
Must-have minimum of 3 to 5 years of experience as a people manager
Demonstrated experience in the operation and administration of (including but not limited to) servers, network switches, Wi-Fi infrastructure, mobile devices and MDM, asset and incident management systems, network management diagnostic tools, backup/restore, proactive monitoring tools, remote management tools, data center technologies (UPS/power, cooling), desktop hardware and imaging, printing.
Wide breadth of IT knowledge through exposure to a variety of technologies, both hardware/infrastructure and software/applications.
Superior trouble-shooting and analytical skills Strong leadership skills with focus to empower and develop the team, properly defining goals and providing feedback, and promoting team members'' ability to work independently.
Acute attention to detail, organized and precise to demonstrate Analytical, methodical and a strong problem-solver.
Strong oral and written communication skills paired with excellent listening skills
Experience supporting both onsite and remote users in a global environment. Ability to work with minimum supervision and guidance.
Strong adherence to best practice standards, and all departmental policies, processes, and procedures.
Strong leadership skills with focus to empower and develop the team. u201cRoll up the sleevesu201d attitude.
ITIL certification
15% business travel slated across North America
#LI-SM2
Benefits of Employment: IKO recognizes that its success is due to the strength of its employees. A primary goal of IKO is to promote individual employee''s sense of accomplishment and contribution so that employees enjoy their association with IKO. The Company invests in its employees so that they are the most knowledgeable in the industry, and undertakes great efforts to nurture loyalty to, and teamwork at, IKO. We are pleased to offer competitive compensation, health care, a progressive and challenging workplace and a commitment to teamwork and integrity.
Diversity and Equal Opportunity Employment: IKO Industries Ltd. is an equal opportunity employer. We are committed to diversity and inclusion and are pleased to consider all qualified applicants for employment without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability. IKO Industries Ltd. encourages and welcomes applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

IKO Industries Ltd. is a market leader in the manufacturing of roofing and building materials. IKO is a Canadian owned and operated business with production facilities worldwide and has many years of unparalleled success in the roofing materials industry. Quality, integrity, and trustworthiness are the values that underlie this success, and we have built this company by hiring people who hold these values. People like you!
Job Description
Reporting to the Director, Global Service Desk, the
Manager, Service Desk
has overall responsibility for the Service Desk support and service delivery. This includes but is not limited to incident management, hardware support, application support, end users support and escalations. Coupled with resource management, the focus is to be timely and effective by meeting and exceeding end usersu2019 expectations and the outlined SLAs and KPIs to improve the measured experiences. Provide leadership and direction to a geographically dispersed team that provides end user support. This role is based fully onsite out of our Mississauga office location.
Benefits
Health Insurance (includes Virtual Health, and HCSA)
Dental Insurance
Vision Insurance
Life Insurance
Long-term Disability
Short-term Disability
RRSP Match
Paid Vacation
Floating Days
Employee Assistance Program
Employee Engagement Events
Awards and Recognition
Tuition reimbursement
Service Awards
Employee Perks & Discounts
Job Responsibilities
Drive continuous service improvement and innovation, including meeting/exceeding SLAs.
Collect, analyze, and report on key Analyst performance metrics.
Timely response and resolution or escalation of all incidents and requests logged.
Provide desktop support to all internal users. This includes, but is not limited to technologies such as networks, end-point management solutions, remote access, telephony, and conferencing services.
Provide first level triage and report on successes u2013 first contact resolution.
Driving customer survey adoption and results.
Continuous reliability and responsiveness of all site-based technology through effective monitoring, proper maintenance, and timely resolution.
Drive a high standard of customer service excellence, through knowledge of IT general controls and a management style that fosters engagement and cohesiveness in a distributed team.
Collaborate with business partners to proactively mitigate service support risks.
Manage the Service Desk Support team in their day-to-day operations preventing backlog.
Proactively identify opportunities for process improvement, coaching, employee development or training needs within the Service Desk team.
Instill Problem Management discipline and work with others in IT to permanently resolve any identified problems.
Develop escalation procedures and act as primary point of escalation.
Derive and adhere to appropriate service levels according to business requirements in consultation with stakeholders.
Schedule staff to ensure relevant coverage both during regular operating hours and on call/standby, and after-hours support.
Create and maintain performance dashboards.
Audit and report on case quality based on Analyst performance and survey results.
Define KPIs, success metrics for improved performance.
Maintain inventory of all hardware and software assets by location related to operational utilization.
Contribute to the strategy of the department and drive implementation of department goals that support the companyu2019s core values.
Participate in the budgeting process.
Contribute to the development of a service-driven technology roadmap that will inform and guide the annual planning process.
Build productive and effective relationships with internal and external stakeholders as well as develop an understanding of the current needs of stakeholders, and an awareness of how to meet those needs.
Qualifications
Minimum 5 to 10 years of demonstrated IT/Service Desk Management experience in a multi-site, complex environment managing remote teams.
Must-have minimum of 3 to 5 years of experience as a people manager
Demonstrated experience in the operation and administration of (including but not limited to) servers, network switches, Wi-Fi infrastructure, mobile devices and MDM, asset and incident management systems, network management diagnostic tools, backup/restore, proactive monitoring tools, remote management tools, data center technologies (UPS/power, cooling), desktop hardware and imaging, printing.
Wide breadth of IT knowledge through exposure to a variety of technologies, both hardware/infrastructure and software/applications.
Superior trouble-shooting and analytical skills Strong leadership skills with focus to empower and develop the team, properly defining goals and providing feedback, and promoting team members'' ability to work independently.
Acute attention to detail, organized and precise to demonstrate Analytical, methodical and a strong problem-solver.
Strong oral and written communication skills paired with excellent listening skills
Experience supporting both onsite and remote users in a global environment. Ability to work with minimum supervision and guidance.
Strong adherence to best practice standards, and all departmental policies, processes, and procedures.
Strong leadership skills with focus to empower and develop the team. u201cRoll up the sleevesu201d attitude.
ITIL certification
15% business travel slated across North America
#LI-SM2
Benefits of Employment: IKO recognizes that its success is due to the strength of its employees. A primary goal of IKO is to promote individual employee''s sense of accomplishment and contribution so that employees enjoy their association with IKO. The Company invests in its employees so that they are the most knowledgeable in the industry, and undertakes great efforts to nurture loyalty to, and teamwork at, IKO. We are pleased to offer competitive compensation, health care, a progressive and challenging workplace and a commitment to teamwork and integrity.
Diversity and Equal Opportunity Employment: IKO Industries Ltd. is an equal opportunity employer. We are committed to diversity and inclusion and are pleased to consider all qualified applicants for employment without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability. IKO Industries Ltd. encourages and welcomes applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Job Description

Job Description

Location: 530 West Broadway, Vancouver BC, Canada 
Core hours: Monday to Friday from 8am – 4:30pm PST

This position is required to be onsite 5 days a week.

Role Summary
As the Service Desk Analyst, you will be responsible for providing users with hardware setup, password resets, email troubleshooting, and general desktop application support. You will also be responsible for configuring new PCs, supporting printers, deploying technical equipment, and logging all technical support calls into the ticketing system. This role will require you to have a strong passion for troubleshooting and supporting users remotely and in the office setting. You will be reporting directly to the Service Desk Manager.

Responsibilities

• First point of contact for all technical support tickets
• Log and update tickets into the JIRA Ticketing system
• Prioritize and troubleshoot issues either in person or using remote control software
• Resolve hardware and software technical issues according to their priority
• Remediate all workstations, software patches, updates, and upgrades
• Deploy technology equipment for new users and set up hardware, including workstations, telephone and printers
• Assist with keeping build images and workstation deployment methods up to date
• Maintain inventory tracking and update the inventory logs of supplies, users, UP, service tags etc.
• Maintain project and network related documentation, and documentation on user processes, hardware, and software
• Inform users of incident/service request status, new systems ,procedures, and updates
• Conduct technology onboarding for new Team Members

Qualifications

• 3-6 years of experience in providing technical support in a busy office environment
• 3-6 years of experience providing front-line technical support for computers
• Demonstrated ability to install software and hardware
• Demonstrated ability to create and maintain new Users via Exchange or Active Director/AD Manager
• Ability to facilitate support sessions using Remote Desktop Connection and other remote-control tools
• Experience in Windows installation and troubleshoot including MS Teams administration and O365 management
• Experience in basic networking and cable management
• Ability to solve issues with third-party hardware and software vendors
• Jira Administration experience is an asset
• RingCentral configuration and troubleshooting experience is an asset
• High level of accuracy, attention to detail, communication skills, and customer service skills
• Ability to exercise diplomacy and discretion and to handle highly confidential information appropriately

The Application
Please submit a resume with a cover letter.
Applications are currently being reviewed. Immediate submissions are still welcome.

Our Company
Eminence Organic Skin Care provides premium products and unparalleled service to leading salons, spas, beauty professionals, and retail customers. For more than 10 years in a row, skin care professionals have voted Eminence Organic Skin Care as their Favorite Skin Care Line and their favorite company for Product Education. As a Certified B Corporation®, we are looking for Team-members who seek to positively impact lives within our communities, give back through philanthropic endeavours, and make choices to exemplify sustainability and be stewards of the environment.
Eminence Organic Skin Care is proud to be an equal opportunity employer. We are passionate about maintaining an inclusive workplace that encourages and values diversity.

 

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