IT Service Desk Representative 12 months contract

Job title: IT Service Desk Representative 12 months contract

Company: Charles River Laboratories

Job description: Possibility to work from our different sites: Laval, Montreal, Sherbrooke or Boisbriand.

For 70 years, Charles River employees have worked together to assist in the discovery, development and safe manufacture of new drug therapies. When you join our family, you will have a significant impact on the health and well-being of people across the globe. Whether your background is in life sciences, finance, IT, sales or another area, your skills will play an important role in the work we perform. In return, we’ll help you build a career that you can feel passionate about.

We are seeking an experienced IT Service Desk Representative for our site located in Montreal (Quebec).

As an IT Service Desk Representative you will work as part of the 1st Line Service Desk team providing support to 12000+ Charles River colleagues. The IT Service Desk is responsible for providing support to all parts of the Charles River group spanning over 75 sites and multiple time zones. This role is crtiical to the management and coordination of newly submitted tickets into the IT ServiceDesk application and its respective queues. Provide queue monitoring in the Service Desk software tool and follow appropriate guidelines for ensuring that the ITIL processes are followed within approved SLAs. Monitor queue KPIs and provide solutions to improve results. Makes recommendations for continuous improvement of IT processes and systems for the better of the user experience and assist in the development of new processes and procedures to improve existing services.

• Education: Diploma of collegial studies(DCS/DEC) or equivalent in Computer Science or related discipline.
• Experience: One to two years related experience in IT or Customer Service facing environment. Service or helpdesk experience preferred.
• An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.
• Certification/Licensure: ITIL Certification preferred.
• Other: Knowledge of current IT technologies. Understanding of Active Directory. Excellent communication and interpersonal skills as well as attention to detail. Ability to work well in a team environment. Ability to troubleshoot/diagnose and resolve problems.

Expected salary:

Location: Senneville, QC

Job date: Sat, 17 Apr 2021 22:13:49 GMT