IPEX is one of the North American leading providers of advanced plastic piping systems. Our mission is to craft a better tomorrow by connecting people with water and energy.

We currently have an exciting opportunity as a Helpdesk Support Analyst. This role is based in our Montreal, QC Office and reports to the Operation Support Manager.

Do not miss the opportunity to join a broad family of people-centric professionals, leaders with vision and rapid thinkers, entrepreneurs in spirit and status quo-fighters!

Job Summary

The Helpdesk Support Analyst will support our customer first culture within the team. They will use digital technology to provide end user training, tutorials, blogs towards business transformation and do webinars to train end users new tricks and tips on current tools and Microsoft sophisticated features. They should constantly explore new tools, new ways of working and be able to drive value for end users.

Principal Responsibilities

• Ensure to deliver excellent customer service and that business client demands are answered in a timely manner.
• Assist in the development and documentation of Service desk standards and solutions.
• During a major incident, provide the accurate communication to the user community and provide the team with timely status updates.
• Contribute in delivering improvement and new ways to help the user community.
• Record all demands and requests in the ticketing system and follow departmental procedures and standards.
• Develop and ensure detailed documentation of service desk standards and solutions.
• Maintain Active Directory accounts.
• Cross-train other service desk members to ensure continuity of support. Pull statistical reports/dashboards from helpdesk system (i.e. ServiceNow) to advise IT management on tickets handling and put procedures in place to investigate root cause where applicable to get issues resolved in a permanent way.
• Implement IT standards when installing and configuring new desktop / laptop systems.
• Be available for shift work to meet the operational support requirements.
• Keep Operation Support manager aware of changes (e.g. capacity/performance, requirements, compatibility, etc.).
• Review and be accountable for meeting deadlines.

Qualifications & Experience

• Minimum of 2 years technical support experience in an IT environment.
• Strong customer service and client-focused mindset.
• Solid understanding of desktop and peripherals in a networked environment.
• Understand overall business processes.
• Ability to optimally distinguish validity of requirements through experience.
• Good solving skills.
• Being comfortable with Microsoft technology and similar EUT software.
• An acute curiosity about the field and a will to keep up with the new Information Technology trends.

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IPEX is committed to providing accommodations for people with disabilities throughout the recruitment process and, upon request, will work with qualified job applicants to provide suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability. Accommodation requests are available to candidates taking part in all aspects of the selection process for IPEX jobs. To request an accommodation, please contact HR at HR@ipexna.com