Overview of salaries statistics of the profession "IT Helpdesk Manager in Canada"

Libellé du titre d'emploiPersonne qui évalue ou analyse les besoins techniques des utilisateurs, conçoit les systèmes appropriés, assure leur formulation, leur implantation et leur évolution. Elle effectue l'analyse des coûts et des économies qu'entraînera le système proposé. Elle coordonne l'implantation des systèmes, des technologies et des applications. Elle s'assure de l'utilisation optimale du parc informatique. Elle peut organiser les activités nécessaires à la surveillance de l'environnement technique.Fonctions spécifiques- Prend les mesures nécessaires afin que les données des différents systèmes et applications qui utilisent une base de données soient accessibles et disponibles en tout temps;- Développe des applications afin de résoudre des problèmes, d’automatiser des tâches redondantes, d’optimiser le travail du personnel et de faciliter l’installation de nouveaux postes informatiques;- Analyse les besoins des utilisateurs et la programmation de diverses applications JAVA, JSP, JSF2.0 C# .Net et autres du Centre d’assistance, de TCR10Index et gestion des adressographes, de Kanban, de Helpdesk, de Rapports GRH, du LogonScript pour automatisation des tâches redondantes, des backup Microsoft Outlook du céduleur de backup, des menusTSE et de ZipFolder et Server Manager, par exemple.Profil recherché et exigencesDétenir un baccalauréat en informatique ou dans une autre discipline universitaire appropriée;Maîtriser la langue française et écrite;Service de garde à effectuer à tour de rôle;Avoir un permis de conduire valide au Québec, car la personne devra se déplacer sur tout le territoire. Des avantages qui se démarquent Prime annuelle de disparité régionale de 6 472 $ ou de 9 258 $ *; Possibilité d’une déduction fiscale annuelle de 4 015 $ *; Paiement des frais de déménagement*; Crédit d’impôt de 8 000 $ ou 10 000 $ pour nouveaux diplômés*; Allocation de 0,25 $/km pour les frais de déplacement pour l’entrevue de sélection (si plus de 50 km) *; Allocation d’hébergement de 100 $ pour l’entrevue de sélection (si déplacement de 300 km ou plus) *; Programme de bourses d’études allant jusqu’à 5 000 $ par année; Accompagnement dans la recherche de logement ou de résidence; Et plus encore! * Sujet à des changements sans préavis.Pour de plus amples renseignements, visitez-nous au : www.vivresespassions.caLe CRSSSBJ applique un programme d’accès à l’égalité et invite les femmes et les membres des minorités visibles et ethniques, les Autochtones et les personnes handicapées à présenter leur candidature. Des mesures d’adaptation peuvent être offertes aux personnes handicapées en fonction de leurs besoins. Nous communiquons uniquement avec les personnes retenues à la suite de l’analyse des dossiers.Réf. : 2021-1123-0271 (7113)

About NomadisFounded in 2001, Nomadis is a company specializing in workforce logistics as well as the logistics of health services in remote areas.Through our participation in several projects in Nunavik and Nunavut, we have encountered significant challenges in managing travel and accommodation for Indigenous communities. Our software solutions were born from the need to provide a more reliable, innovative and cost-effective solution to meet these challenges.Today, Nomadis helps organizations around the world reduce costs and risks associated with workforce management, travel and accommodation. We provide consulting and integration services to streamline our clients' business processes and ensure they are equipped to achieve their goals and commitments.Position : Application Support Technician (#E2403-AST)We are currently looking for a technical / application support technician. This person will have as principal responsibility of providing a technical application assistance (level 2 and level 3) and to assure the total satisfaction of our customers.The person will configure our applications and accompany our customers in their use to answer various questions and solve technical problems.ResponsibilitiesConfigure, maintain and update our applications on client installations and in our cloud infrastructure;Act as the primary point of contact for Level 2/3 expert technical support to our clients, across multiple channels: helpdesk, email, phone, chat;Take ownership of the client’s requests and ensure quick response and resolution of all issues, escalating to the technical/product team or account manager only as required;Respond to and resolve emergency incidents on a 24/7 basis (on occasional occurrences);Ensure client requests, issues and bug reports are always captured in the Helpdesk system and Issue/Development tracking systems;Monitor the cloud infrastructure and quickly address any issues or warnings arising to ensure the SLAs are met;Contribute to technical and user documentation as required;Engage in continuous training and knowledge sharing activities with the team to always be on the forefront of technologies and methodologies;Promote the values, mission and culture of the company.Skills and ProfileResourcefulness, autonomy and ability to work collaboratively with an extended team and the clients;Versatility and ability to adapt to a continuously evolving environment, technologies and methodologies;Strong analytical and problem-solving skills with the persistence and determination in solving complex problems and working within constraints;Bilingual French/English. Spanish is a strong asset.We OfferJoin our team and immerse yourself in a friendly, dynamic and inspiring work environment where fairness, respect, trust and collaboration reign.With us, your well-being is a priority, and we offer you:A competitive salary,Flexible working conditions (time and location),Social benefits,A collective retirement savings plan and a deferred profit sharing planDevelopment opportunities,Promising career prospectsWe operate in hybrid mode with flexibility on scheduling and teleworking – we provide all the tools required to be able to work remotely while maintaining close collaboration and a strong team spirit. The mandate also involves traveling periodically for various events and trade missions.First and foremost, we recruit energetic and dedicated people who are passionate about their work and who fit perfectly with the company culture.You can submit your application from our website at https://nomadis.co/fr/carrieres/. Required Technical SkillsDemonstrated experience in solving technical problems in IT applications;Basic knowledge of SQL language;Knowledge or experience in software development (full stack) an asset.Professional and Academic ExperienceDEC, AEC or DEP in Information Technology;3 years relevant work experience dealing directly with clients (“B2B”);Experience with an international clientele is an asset.

Application Deadline: 04/07/2024Address:100 King Street WestThe position entails playing a pivotal role in the successful launch and ongoing support of various modules within the Governance Risk and Compliance (GRC) platform. The primary responsibility involves triaging and managing the helpdesk and providing end user support for queries, defects, and other system-related issues. This role requires effective communication with users and collaboration with cross-functional teams. Duties include but are not limited to:Triage and manage the helpdesk for various modules on the GRC platform.Provide end user support for queries related to the GRC platform modules.Document and track user reported issues and resolutions.Develop and maintain a knowledge base to assist users with common inquiries.Communicate effectively with users and vendor support to provide updates and resolutions to their inquiries.Identify opportunities for process improvements and efficiencies in the helpdesk management process.Assist in UAT (User Acceptance Testing) for new module launches and updates.Stay informed about updates and enhancements to the platform modules.Provides production and end-user support and governance for the risk technical platform and system environment that supports risk data & control structures (e.g. process controls, user access controls, data integrity controls) to enable risk processes and operations. Supports and oversees the planning, maintenance and change management for risk system strategies, process changes, system parameter changes, production schedules, and operational tasks. Oversees the management of system parameter changes. Works with stakeholders to resolve issues and provide solutions that ensure service delivery and effectiveness.Develops solutions and makes recommendations based on an understanding of the business strategy and stakeholder needs.Provides advice and guidance to assigned business/group on implementation of solutions.Supports the planning and execution of system management infrastructure planning and development activities for a designated portfolio.Supports development and execution of strategic initiatives in collaboration with internal and external stakeholders including product enhancements; Initiative areas can include intake, requirements, design, development, testing, simulation, sign-offs, production and post-implementation activities.Breaks down strategic problems, and analyses data and information to provide insights and recommendations.Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.Leads or assists in the execution of oversight/governance activities.Acts as a resource for team members with less experienceLeads/participates in the design, implementation and management of changes to the risk productionprocesses & systems.Monitors the risk system technical infrastructure, applications and/or business transactions across the environment.Collaborates with Technology service providers and other stakeholders to investigate, perform root cause analysis and plan corrective actions; follows production environment support processes and guidelines.Collaborates with internal and external stakeholders to deliver on business objectives.Builds effective relationships with internal/external stakeholders.Ensures alignment between stakeholders.Monitors and tracks performance and addresses any issues.Tracks metrics and milestones, makes recommendations for resolution and escalates as appropriate when issues arise.Analyzes data and information to provide insights and recommendations.Monitors and tracks performance; addresses any issues.Supports the data reconciliation / provisioning processes between core risk systems.Performs verification and monitoring activities for all changes implemented in the production environments according to guidelines and policies.Supports the development and maintenance of system and process documentation / process controls / knowledge assets required for the operation.Focus is primarily on business/group within BMO; may have broader, enterprise-wide focus.Exercises judgment to identify, diagnose, and solve problems within given rules.Works independently on a range of complex tasks, which may include unique situations.Broader work or accountabilities may be assigned as needed.Qualifications:Typically between 4 - 6 years of relevant experience and post-secondary degree in related field of study or an equivalent combination of education and experience.In-depth knowledge of risk system management concepts and applications.In-depth knowledge & experience with risk policy frameworks; quality control / testing frameworks.Technical proficiency gained through education and/or business experience.Verbal & written communication skills - In-depth.Collaboration & team skills - In-depth.Analytical and problem solving skills - In-depth.Influence skills - In-depth.Data driven decision making - In-depth.Grade:6Job Category:Individual Contributor / CollaborateurWe're here to helpAt BMO we are driven by a shared Purpose: Boldly Grow the Good in business and life. It calls on us to create lasting, positive change for our customers, our communities and our people. By working together, innovating and pushing boundaries, we transform lives and businesses, and power economic growth around the world.As a member of the BMO team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one - for yourself and our customers. We'll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we'll help you gain valuable experience, and broaden your skillset.BMO is committed to an inclusive, equitable and accessible workplace. By learning from each other's differences, we gain strength through our people and our perspectives. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request accommodation, please contact your recruiter.

"PBS is the fastest growing "All Inclusive Business Platform" vendor in North America and we've only just begun!" The Opportunity: We are changing the way people buy and service cars one dealership at a time. In business for over 30 years, PBS is the third largest DMS (Dealership Management System) provider to the North American retail automotive industry. Each month we welcome hundreds of new users to our software platform, and we need your help. We are unique in the industry because we view our customers as business partners, technology innovators, and friends. Our software can run all aspects of an automotive dealership with sales, service, inventory management, and accounting modules. And that's where you come into the picture. While specific roles are posted, PBS is always open to pivoting with quality people and adding to the team based on your skills and the needs of our customers. After you join the team, we will continue the process of moving you into new roles based on your talents, growth, and interests. The Role: As a Team Lead - Bilingual Support , you will be responsible for providing guidance, coaching and support to your team. In addition, you will be providing remote and on-site support and training to our clients that use our software both in English and French . This is a r emote work opportunity based out of Quebec (Montréal area preferred) and requires travel to customer sites in Canada, the US, or the Caribbean. This position will support mostly our Quebec based clients. Half of your work will be done from home, the other half you will be traveling to the dealership's site as part of the installation team. Job Requirements: Handling incoming external and internal issues, concerns, and requests through all our support channels (Phone, Email, Live Chat, etc.) within our department, and ensuring they are addressed in a professional and timely manner. Logging and documenting all customer interactions within our ticketing system and escalating matters as required. Collaborating with other groups/departments to streamline service delivery. Identify opportunities to drive process improvements that positively impact the client's experience. Develop knowledge and understanding of our software and the supporting Infrastructure. Achieve program certification within your primary group within 6 months, and additional program certification/s within 18 months, up to PBS Certified Professional status. Maintaining a high level of punctuality as well as a consistent, reliable attendance standard. Achieving and exceeding KPI targets and other Metrics defined by the department. Available to travel as and when the need arises throughout the US and Canada. Keeping abreast of Software enhancements and new released, by attending Apogees and reviewing release notes. Assisting and training current as well as new staff members. Maintaining and contributing knowledge-based articles including informational articles, how-to's, troubleshooting guides and FAQs. Escalating Incidents, Problems, and Enhancement tickets to our development team. Ticket/ Queue Management - Reviewing and actioning outstanding tickets as required. Problem Management - Define, address, and manage the root cause of a problem, to help prevent further issues. Communicate and coach direct reports on daily performance and quality & quantity of work, behavior, punctuality, and attendance standards within the team. Analyze and evaluate KPI targets and other Metrics defined by the department, and use results for performance reviews, to help develop Analysts and improve team performance. Manage/coordinate client escalations and communications. Escalate client as well as staffing issues and concerns to the Program Manager. Collaborating with other team leads to ensure adequate staffing levels are scheduled and maintained. Commit to an ongoing personal development and cross-training as recommended by the Program Manager. Create a positive workplace culture. Qualifications: Excellent communication and listening skills with the ability to communicate clearly and professionally, both verbally and in writing. Strong Leadership and coaching abilities Strong time management & organization skills. Strong decision making and analytical abilities. Strong detail orientation. Excellent computer skills with a proficiency in Microsoft products including but not limited to Windows 10/11, Outlook, Excel, Word, Teams, etc. Ability to work independently and within a team environment. College Diploma. Must have Valid Drivers license. Previous customer service, helpdesk or dealership experience will be considered an asset. Over 3+ years of PBS experience, Dealership/Automotive or leadership experience within a customer support environment What we offer: Internal promotion and growth opportunities An education department dedicated to helping you with professional and personal development The opportunity to travel Free parking Staff events Competitive annual base salary Bonus for product certification up to $4,800 per year Great referral bonus Staff discounts with GM, Dell, Goodlife and more. Should you be selected for an interview, you will be contacted via email. Please monitor your junk/spam folder. PBS is an equal opportunity employer. Accommodations will be provided during the hiring process as required.

"PBS is the fastest growing "All Inclusive Business Platform" vendor in North America and we've only just begun!" The Opportunity: We are changing the way people buy and service cars one dealership at a time. In business for over 30 years, PBS is the third largest DMS (Dealership Management System) provider to the North American retail automotive industry. Each month we welcome hundreds of new users to our software platform, and we need your help. We are unique in the industry because we view our customers as business partners, technology innovators, and friends. Our software can run all aspects of an automotive dealership with sales, service, inventory management, and accounting modules. And that's where you come into the picture. While specific roles are posted, PBS is always open to pivoting with quality people and adding to the team based on your skills and the needs of our customers. After you join the team, we will continue the process of moving you into new roles based on your talents, growth, and interests. The Role: As a Team Lead - Bilingual Support , you will be responsible for providing guidance, coaching and support to your team. In addition, you will be providing remote and on-site support and training to our clients that use our software both in English and French . This is not a remote work opportunity. Job Requirements: Handling incoming external and internal issues, concerns, and requests through all our support channels (Phone, Email, Live Chat, etc.) within our department, and ensuring they are addressed in a professional and timely manner. Logging and documenting all customer interactions within our ticketing system and escalating matters as required. Collaborating with other groups/departments to streamline service delivery. Identify opportunities to drive process improvements that positively impact the client's experience. Develop knowledge and understanding of our software and the supporting Infrastructure. Achieve program certification within your primary group within 6 months, and additional program certification/s within 18 months, up to PBS Certified Professional status. Maintaining a high level of punctuality as well as a consistent, reliable attendance standard. Achieving and exceeding KPI targets and other Metrics defined by the department. Available to travel as and when the need arises throughout the US and Canada. Keeping abreast of Software enhancements and new released, by attending Apogees and reviewing release notes. Assisting and training current as well as new staff members. Maintaining and contributing knowledge-based articles including informational articles, how-to's, troubleshooting guides and FAQs. Escalating Incidents, Problems, and Enhancement tickets to our development team. Ticket/ Queue Management - Reviewing and actioning outstanding tickets as required. Problem Management - Define, address, and manage the root cause of a problem, to help prevent further issues. Communicate and coach direct reports on daily performance and quality & quantity of work, behavior, punctuality, and attendance standards within the team. Analyze and evaluate KPI targets and other Metrics defined by the department, and use results for performance reviews, to help develop Analysts and improve team performance. Manage/coordinate client escalations and communications. Escalate client as well as staffing issues and concerns to the Program Manager. Collaborating with other team leads to ensure adequate staffing levels are scheduled and maintained. Commit to an ongoing personal development and cross-training as recommended by the Program Manager. Create a positive workplace culture. Qualifications: Excellent communication and listening skills with the ability to communicate clearly and professionally, both verbally and in writing. Strong Leadership and coaching abilities Strong time management & organization skills. Strong decision making and analytical abilities. Strong detail orientation. Excellent computer skills with a proficiency in Microsoft products including but not limited to Windows 10/11, Outlook, Excel, Word, Teams, etc. Ability to work independently and within a team environment. College Diploma. Must have Valid Drivers license. Previous customer service, helpdesk or dealership experience will be considered an asset. Over 3+ years of PBS experience, Dealership/Automotive or leadership experience within a customer support environment What we offer: Internal promotion and growth opportunities An education department dedicated to helping you with professional and personal development The opportunity to travel Free parking Staff events Competitive annual base salary Bonus for product certification up to $4,800 per year Great referral bonus Staff discounts with GM, Dell, Goodlife and more. Should you be selected for an interview, you will be contacted via email. Please monitor your junk/spam folder. PBS is an equal opportunity employer. Accommodations will be provided during the hiring process as required.

Come Build Your Career at Aecon! As a Canadian leader in infrastructure development, Aecon is safely and sustainably building what matters for future generations to thrive! We lead some of the most impactful infrastructure projects of our generation, at the forefront of transformational change in transportation and energy, and partnering every day to build, connect, power, and strengthen our communities. At Aecon, you can count on: Safety Always. Our number one core value. If we cant do it safely, we dont do it at all. Integrity. We lead by example, with humility and courage. Accountability. Were passionate about delivering on our commitments. Inclusion. We provide equitable opportunities for everyone. We lead the infrastructure industry with purpose, and our people are at the heart of everything we do. So, we invest in our people, just like they invest in us! At Aecon we: Ensure you and your family receive the services needed to support your mental, emotional, and physical well-being. Believe in helping you build your career through our Aecon University and Leadership Programs. Are committed to supporting and investing in inclusive work environments, through initiatives like Equity, Diversity & Inclusion training, our Aecon Women in Trades and Aecon Diversity in Trades programs, and our Employee Resource Groups (ERGs) to ensure we are building inclusion into every aspect of our culture at Aecon. Are a leader in sustainable construction. With a strong commitment to operating responsibly by minimizing our impact on the environment and surrounding communities. Our business success relies on strong execution and continuous improvement driven by the diversity, expertise and teamwork of our people. Were always searching the globe for innovative, collaborative minds to join our best-in-class Aecon community! The Opportunity Aecon is well-positioned in the Canadian marketplace as an industry leader in the development and construction of infrastructure. We have a roster of ongoing major projects here and abroad, record backlog diversified across multiple sectors and duration, and a robust pipeline of future project pursuits. We are in a strong market position, but we are ultimately aiming higher. Reporting to the Client Services Manager, the position is responsible for branch office support, network infrastructure support and the successful completion of helpdesk requests within their support queue and overall management of the service provided to all Aecon field activities. What you will Do Here Support Corporate and key branch offices with second level support. Imaging and deploying equipment, making CMDB updates as necessary. Keeping site records up to date and accurate, and maintaining proper equipment inventories. Act as subject-matter-experts for support applications like Microsoft Intunes, Microsoft Teams, Bomgar, and O365 products. Assist in gathering info for jobsites and working with the Estimator on site quotes. Assist the Service Desk and Field Operations team as needed. Helps co-ordinates quality standards and ensures public company compliance. Adheres to Aecons Core Values and Policies and Procedures. Adheres to Aecons IT Services Policies, Procedures and Guidelines. Supports organisational change. What you Bring to the Team Minimum of a Post Secondary Education with information technology degree or diploma from a Canadian accredited institution. Demonstrable experience with and training on multiple technologies including (but not limited to) BMC Remedy, Cisco equipment, Lenovo hardware, Logtitech voice conferencing equipment, and Microsoft technologies (Intunes, Teams, O365 suite). Has an up to date and clean driving record. Preferred to have; up to date passport Aecon fosters diversity, inclusion and belonging within and across our organization. We welcome all to apply including, women, visible minorities, Indigenous peoples, persons with disabilities, and persons of any sexual orientation or gender identity. We are committed to adhering to the objectives and requirements outlined in the Accessible Canada Act (ACA), and to meeting the accessibility needs of persons with disabilities in a timely manner, through the implementation of the requirements of the ACA and its applicable regulations. If you require accommodation under the ACA during any step of the application process please click here.