Reporting to the Manager, Infrastructure, IT, the IT Service Desk I will assist in supporting Lindt & Sprüngli (Canada), Inc. with desktop support and network. The IT Service Desk I is the first point of contact and will provide 1st level support to all Lindt Canada user communities. They will work with users to troubleshoot and resolve Laptop/Desktop hardware and software, network connectivity, printer, peripherals, Office365, and any other issues that are reported in ServiceNow. The analyst will triage, troubleshoot, and resolve or escalate issues as appropriate, while maintaining accurate documentation and contributing to knowledge base development. This will be a hybrid role with 4 days per week in the Toronto offices.

Key Responsibilities:

• Incident Management: Create, update, and close tickets in the ITSM tool. Perform troubleshooting to determine root cause and issue resolution for both Software and Hardware issues.
• User Support: Respond to support requests via phone, email, walk-up, or Service Now.
• Provide deskside support and basic “how-to” training to end users.
• Provide new hire deployments, system upgrades, relocate equipment as requested and verify functionality.
• Prioritization: Assess and prioritize incidents based on impact and urgency to ensure timely resolution.
• Escalation: Escalate unresolved issues to Tier 2 or appropriate support teams, ensuring proper documentation and handoff.
• Knowledge Management: Identify opportunities for new knowledge base articles and contribute to their creation and maintenance.
• Compliance & Policy Adherence: Validate and enforce compliance with IT policies and procedures during all support activities.
• Asset Handling: Assist with deployment and recovery of IT equipment (laptop, desktop, iPhone, tablet). Relocate assets as required.
• User Administration: Create, edit and manage users and systems within the Active Directory Environment.
• Other duties as required.

Qualifications:

• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication. Must be able to communicate and articulate ideas with ease.
• Must possess analytical, technical, and interpersonal skills.
• Willing to learn.
• Customer-focused with a professional and empathetic demeanor while understanding the ‘service’ nature of technical support.
• Basic understanding of Windows OS, Office 365, networking fundamentals, and remote support tools.
• Ability to work independently and as part of a team in a fast-paced environment.
• A "people" person, engaging, convincing, must be able to gain the trust and cooperation of users.
• French language would be an asset.
• Successful completion or currently pursuing a diploma/degree in a computer systems related program (ITIL Foundation, CompTIA A+, or Microsoft certifications are considered assets.)
• 2-3 years in a technical support or help desk environment, preferably in a Tier 1 capacity.
• Familiarity with ITSM tools (e.g., ServiceNow).
• Knowledge of current IT Infrastructure protocols and standards.
• Experience supporting windows-based desktop/laptop/tablet PCs.
• Experience installing software, patches, updates on Windows-based systems.
• Experience troubleshooting basic network, software, and printing problems.
• Experience troubleshooting hardware issues and coordinating hardware replacement/repairs of PCs, and mobile phones.
• Experience with M365, Azure & Entra.
• Experience with Apple Business Manager or other mobile device management tool (MDM).
• Experience with anti-virus and malware software.
• Experience managing Microsoft Teams Rooms (MTRs).
• Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.
• Highly self-motivated and directed, maintains a keen attention to detail.
• Proven analytical and problem-solving abilities.

Why Lindt Canada? Join our winning culture and become part of our team of passionate and dynamic individuals in our journey to become the leader in the Canadian chocolate market. Our environment characterizes personal commitment, drive, initiative and entrepreneurial spirit, working together as one team to reach outstanding results. We encourage, recognize and reward innovation, personal initiative, leadership and accountability throughout the organization. We are recognized as a Great Place to Work so come and grow your career with us, it’s a pretty sweet deal. To learn more about our winning culture, visit https://careers.lindtcanada.ca and or follow us on LinkedIn.

Lindt & Sprüngli is recognized as a leader in the market for premium quality chocolate, offering a large selection of products in more than 120 countries around the world. During more than 170 years of Lindt & Sprüngli's existence, it has become known as one of the most innovative and creative companies making premium chocolate, with 12 production sites in Europe and the USA, and distribution and sales companies on four continents.

We thank all those who have applied however, only selected candidates will be contacted. Lindt is committed to providing accommodations for people with disabilities. Accommodations are available upon request. Please contact our Human Resources department for more information.

#IT #CORPORATE #HYBRID #LI-LINDTCA #LI-AJ1