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DLA Piper is a global law firm with lawyers located in more than 40 countries throughout the Americas, Europe, the Middle East, Africa and Asia Pacific, positioning us to help companies with their legal needs around the world. Our mission is to be the leading global business law firm. DLA Piper (Canada) LLP is one of Canada’s leading law firms with a team of innovative, proactive and dedicated lawyers, administrative and support staff who serve our clients in Canada and around the world.
If you are talented in providing unprecedented customer service, are enthusiastic and a team player, we are looking for you. We are currently looking for a Help Desk Analyst to join our ITdepartment and invite you to review the job description.
The Help Desk Analyst is responsible for providing exceptional customer support for all lawyers and support staff in all offices across Canada. This role assists DLA Piper (Canada) LLP users (internal clients) with all hardware and software support questions and assists with troubleshooting technical issues in order to maintain client satisfaction and productivity.
- Duties & Responsibilities _
- Monitor, track and document support requests using a ticketing system, ensuring accurate and timely resolution of issues while maintaining clear communication with internal clients.
- Provide basic network troubleshooting, including connectivity issues, password resets, and network printer configurations.
- Exercise good judgment to assess and escalate requests appropriately, collaborate with other IT team members to resolve complex technical problems, follow-up with clients to ensure resolution is complete and timely.
- Install, configure, and upgrade computer hardware, software, and operating systems, ensuring compatibility and adherence to organizational policies and procedures.
- Maintain an up-to-date inventory of IT assets, tracking hardware and software licenses, and assisting with asset lifecycle management activities.
- Assist in user on-boarding and off-boarding processes, including setting up user accounts, configuring access rights, and providing necessary training and support.
- Stay informed about emerging technologies and industry trends, continuously expanding technical knowledge and skills to enhance service delivery and provide excellent support.
- Develop an understanding of the user environment and maintain technical knowledge.
- Contribute to the development and improvement of IT support processes and procedures, suggesting proactive measures to minimize future incidents and improve efficiency.
- Knowledge, Qualities & Experience Required _
- Proven experience in providing technical support in a IT Service Desk or similar role with a minimum of 3-4 years of experience.
- High school diploma or equivalent; additional technical certifications, degrees or diploma in Computer Technology or IT-related fields are a plus.
- Proven problem-solving and analytical skills, with the ability to quickly understand and diagnose the problem, visualize and deliver creative solutions.
- Excellent customer service and communication skills (verbal and written), with the ability to explain technical concepts to non-technical users in a clear and concise manner.
- Self-motivated and able to work both independently and collaboratively within a team environment, and be adaptable to the needs of each client providing service beyond expectation.
- Exceptional organizational skills and attention to detail, with the ability to prioritize and manage multiple tasks simultaneously.
- Basic understanding of networking concepts, protocols, and troubleshooting of enterprise networking infrastructure.
- Ability to troubleshoot hardware and software issues of various platforms and Operating Systems; including desktops, laptops, smartphones, printers and meeting room audio/visual equipment.
- Experience with remote access solutions such as Citrix and VPN is preferred.
- Willingness to learn and adapt to new technologies.
Analyste support helpdesk - Montréal
DLA Piper est un cabinet d'avocats d'affaires international présent dans plus de 40 pays à travers l'Amérique du Nord, l'Amérique latine, l'Asie Pacifique, l'Europe et le Moyen-Orient. DLA Piper s'impose comme un partenaire de premier plan pour accompagner les entreprises partout dans le monde. Notre mission est d'être le leader parmi les cabinets d'avocats d'affaires internationaux. DLA Piper (Canada) s.e.n.c.r.l. est l'un des principaux cabinets d'avocats au Canada, avec une équipe d'avocats, de personnel de soutien et d'assistants novateurs, proactifs et dédiés, qui servent nos clients au Canada et dans le monde.
Vous êtes passionnée d'offrir un service à la clientèle sans précèdent, enthousiaste et avez un esprit d'équipe? Nous aimerions vous rencontrer. Nous cherchons un Analyste support helpdesk qui se