SW/App/Cloud Tech Support Analyst - Jobs in Montréal, QC

Job Description

Customer Service professionals build on a customer-centric service strategy to deliver foundational organization, business process, and technology capabilities required to deliver an optimal customer service.The Technology Support: Local (LTS) Canada Desktop Support associate reports directly to the LTS Canada / Ottawa Lead and the Canada GU-ITI Lead and has the following responsibilities:

• Provide workstation support services to personnel situated in the Ottawa GS and HDS Offices
• Assist a specific New Joiner Team in supporting large New Joiner Orientation sessions (US/Canada combined) using chat support via teams/Outlook Shared Mailbox and remote support tools (Log Me In Rescue)
• Develop and maintain proficiency in CIO standard tools, including (but not limited to) incident (Service Now) and asset tracking (FNMS) systems, and software and hardware upgrade methodologies.
• Support the life cycle of the workstation infrastructure to include installations, implementations, operations and support, service and decommissioning of all specified desktop, laptop and telephony elements.
• Work to minimize the impact of service disruption to customers and clients during outage situations.
• Interact with customers and leadership in order to understand their needs and maintain business relationships.
• Work to ensure that corporate workstation standards are maintained.
• Work to ensure that standard Accenture asset management procedures are followed.
• Interface with vendors and internal/external groups in order to support the workstation environment.
• Create documentation outlining specific workstation management processes/procedures.
• Participate in workstation-related projects/initiatives.
• Standard work hours of 08:00 to 5:00 or 9:00 – 6:00 typically apply. However, a flexible working attitude is required when considering critical milestones within project delivery.
• Periodic Overtime might be required
• Office based. Travel to other locations is rare but may be required from time to time.

Basic Qualifications

• 1+ Years demonstrated working knowledge of Microsoft Windows desktop operating systems.
• 1+ Years demonstrated working knowledge of Microsoft Office products.1+ Years demonstrated working knowledge of desktop and laptop hardware from multiple vendors (HP, Dell, etc.).
• 1+ Years of experience in a Customer-Service related role
• 1+ Years Asset Management Techniques
• High School Diploma/GED

Preferred Qualifications

• Formal Training in IT (College or University)
• IT Certification – A+/MCSA

Professional Skill Requirements

• Excellent customer service skills.
• Proven, excellent communications skills, both verbal and written.
• Excellent problem solving and analytical skills.
• Ability to remain calm and courteous in challenging situations.
• Willingness to work overtime and varying hours as required.
• Ability to multi-task and balance workload in a fast-paced contact center environment.
• Ability to prioritize tasks and complete assignments in a timely manner.
• Demonstrated ability to balance quality of work with task completion.
• Ability and desire to build additional technical skills.
• Demonstrated teamwork and collaboration in a professional setting

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