IT Helpdesk Support Analyst
BFL Canada
Montreal, QC, CA
1d ago

WHO WE ARE

Founded in 1987 by Barry F. Lorenzetti, BFL CANADA is the largest employee-owned and operated Risk Management, Insurance Brokerage, and Employee Benefits consulting services firms in Canada.

Our employees have free rein to demonstrate their creativity, leadership and entrepreneurial skills since we believe in each and every one of them.

We are more than 1000 professionals located in 23 cities across Canada. BFL CANADA is a founding partner of Lockton Global LLP, a company which is active in more than 140 countries worldwide.

BFL CANADA is looking for an IT Helpdesk Support Analysist for its Montreal Office!

Duties and Responsibilities :

  • Provide technical support to all staff on all of the firm’s software applications and user hardware (printers, smartphones, monitor, terminal, etc )
  • Responsible for opening, monitoring, escalating, resolving, closing, and following up on all calls in a timely manner.
  • Provide ongoing troubleshooting assistance to all staff members in regards to training and support of firm hardware and software.
  • Maintain advanced knowledge of firm's mission critical main software applications as well as a good working knowledge of all firm owned application software.
  • Updating of the Technical Support database and providing reports as requested.
  • Communicate with all IT team members.
  • Escalate calls in a timely manner to second or third level support and follow up on calls.
  • Provide input to help develop and implement Technical Support standards, policies and procedures as well as providing experimentation with and feedback on new software.
  • Use remote access software as required to connect to staff member computers.
  • Carry a smartphone (iPhone) during normal working hours.
  • Other duties as assigned.
  • Position Requirements :

  • Two or more years of experience in IT.
  • College certificate in PC support, or equivalent work experience.
  • Strong team player with excellent communication and interpersonal skills.
  • Advanced knowledge of Microsoft Office 2010 or 2016 (Word, PowerPoint, Excel, and Outlook).
  • Working knowledge of Windows 7 and Windows 10 (asset).
  • Ability to effectively prioritize workload, demonstrate good judgment, and able to work under pressure.
  • Normal working hours are 8 : 30am to 4 : 30pm
  • Bilingual, English and French, written and spoken.
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