Quebec City, Quebec

Help Desk Support – IT Agent

Bilingual Help desk IT agent
Quebec City
Pharmaceutical industry


Resolve IT incidents via the IT incident management system (ticketing system) in compliance with the level of service established by the IT department;

  • Responsible to escalate any IT critical incident to IT responsible of the department and ensure follow-up to resolution;
  • Manage and maintain up-to-date IT asset inventories of hardware items (laptops, desktops, key boards, mouse and monitors) and mobile phones;
  • Support users when problematics on their account occur (locked account or password problems…);
  • Install and configure workstations as per user requests and configure VPN remote access if required;
  • Install and configure various computer peripherals to the standards of the client (printers, RF guns, Kaba…);
  • Actively participate in meetings with the local IT group for update on progress, issues and monitoring of local IT operations activities and incidents;
  • Apply the instructions, procedures and standards in health safety and environment practice an report any unsafe hazards, unusual incidents or near misses;
  • Make service calls to vendors when necessary;
  • Comply with the operating hours of the Service desk as decided by IT department;
  • May participate in various IT projects/other related duties such as :
    • write procedures or communication for the site;
    • ensure back up tapes every week;
    • audit material preparation;
  • Support continuous improvement of service with the evolution of applications/material.