Quebec City, Quebec

Help Desk Support – IT Agent

Tasks Help desk IT agent
Quebec City

  • 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 GSK (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.

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