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Service Desk Technician

March 18 2020
Industries Real Estate
Categories Information Technology, Help Desk, Database Dev. & Admin., Data Centre, Warehousing, Cloud, Training, Technical writer, Documentation, QA, Tester, Debug
Montreal, QC

Ivanhoé Cambridge develops and invests in high-quality real estate properties, projects and companies that are shaping the urban fabric in dynamic cities around the world. It does so responsibly, with a view to generate long-term performance. Ivanhoé Cambridge is committed to creating living spaces that foster the well-being of people and communities, while reducing its environmental footprint.

Vertically integrated in Canada, Ivanhoé Cambridge invests internationally alongside strategic partners and major real estate funds that are leaders in their markets. Through subsidiaries and partnerships, the Company holds interests in more than 1,000 buildings, primarily in the industrial and logistics, office, residential and retail sectors. Ivanhoé Cambridge held close to C$65 billion in real estate assets as at December 31, 2018 and is a real estate subsidiary of the Caisse de dépôt et placement du Québec (, one of Canada's leading institutional fund managers. For more information:

Department : Information Technology

Position type : Salaried

Specific accountabilities

The incumbent provides prompt, courteous and effective Level 1 technical and logistical support in order to maintain a high degree of satisfaction among users within the Company.

Main duties include the following:

  • Manage and process all requests and incidents submitted online or by telephone or on our IT Service Desk portal on a flexible schedule;
  • Answer all user requests, log them in a ITSM software, and analyze, document and resolve problems to users' complete satisfaction;
  • Escalate open tickets to Level 2;
  • Keep in close contact with users for the entire time their ticket is open;
  • Ensure that user requests are handled in accordance with established service criteria;
  • Perform basic remote desktop, application and network troubleshooting and provide high-level support to all users based on troubleshooting results and in accordance with established criteria;
  • Install computer hardware and software;
  • Identify and resolve various types of incidents related to workstations, printers/MFPs, mobile units, IP telephony and videoconferencing;
  • Ensure that workstations and peripherals are operational and optimally used;
  • Meet with users if a situation cannot be corrected remotely;
  • Help maintain the Company's IT inventory;
  • Prepare workstations for new employees and install the necessary devices;
  • Retrieve equipment from departing employees to visually document each item and update the inventory;
  • Travel to various offices near the Company's headquarters to provide support;
  • Quickly diagnose and respond to our users' questions/incidents that come to our IT boutique;
  • Document and analyze procedures, problems and their solutions with a continuous improvement focus;
  • Participate in various projects;
  • Provide advice to users;
  • Fill in for absent team members as required.

Key requirements

  • College diploma in computer science or equivalent;
  • One to three years of experience at an IT service desk;
  • In-depth knowledge of Microsoft Windows 10, Office 365, office productivity tools, desktop and laptop computers, iPhones, iPads, MFPs and videoconferencing systems; familiarity with ServiceNow and Citrix software, an asset;
  • Knowledge of CSSM for sharing applications and Active Directory for assigning groups;
  • Excellent troubleshooting and incident resolution skills;
  • Strong communication skills; fluency in spoken and written French and English;
  • Good interpersonal skills, team player and contributor to a positive team dynamic;
  • Ability to work under pressure. Sense of urgency and client focus;
  • Versatility, ability to adapt to new technology and change;
  • Strong organization, prioritization and multitasking skills. Results-oriented;
  • Motivated, creative, flexible, responsible and proactive;
  • Availability to work outside regular hours.


You have everything to gain!

When you join the Ivanhoé Cambridge team, you are eligible for employment benefits and a pension plan that are among the best in the industry. Our many health and wellness programs encourage you to balance your work and personal lives and fulfil your desire for social involvement, while maintaining a healthy lifestyle. At Ivanhoé Cambridge, you will have many opportunities to develop your skills and thrive professionally, in Canada or elsewhere in the world. Our initiatives aimed at creating an exceptional working environment that inspires our employees to give the best of themselves elevated Ivanhoé Cambridge into the ranks of 100 Top Employers in Canada. network