IT Service Desk Agent 2nd Shift

General Description

BRP offers a career opportunity as a Service Desk Agent , a customer-focused professional with strong collaboration skills, experience working with cross-functional teams, and a problem-solving, analytical mindset. The Service Desk Agent provides timely and effective technical support while ensuring ticket resolution in accordance with the IT Operations Model.

Experience and Education

- Technical diploma or bachelor's degree in Computer Science, Information Technology, or a related field.
- 3 years of experience working in a Service Desk, Deskside Support, or Technical Support environment preferred.
- English (Speaking 90%, Writing 60%, Reading 90%)

Knowledge, Skills and Certifications

- Customer-oriented approach with a commitment to maintaining a high level of customer satisfaction and service excellence.
- Excellent written and verbal communication skills with a focus on clear, professional, and empathetic interaction with users and colleagues.
- Strong time-management, organizational skills, and attention to detail, with the ability to effectively prioritize tasks and work under pressure to meet deadlines.
- Strong problem-solving and analytical skills to diagnose and resolve complex technical issues efficiently.
- Availability to work on the day shift, evening shift, and night shift.
- Good teammate, ability to work independently while contributing positively within a team environment.
- Familiarity with Service Management and ticketing tools (ServiceNow or equivalent).
- Knowledge of Windows operating systems, Microsoft 365, Google Workspace, and remote support tools.
- Punctual.

Main Tasks and Responsibilities

- Working hours are during the second shift.
- Regular end user support (Professionals).
- Provide first-line technical support to end-users through multiple communication channels, including phone, email, and chat, ensuring a high level of customer satisfaction.
- Accurately document all support interactions, incidents, and resolutions in the ticketing system to ensure clear historical tracking and knowledge transfer.
- End user equipment supports and troubleshooting (DELL [laptop, desktop, workstation], Ricoh [regular printers and MP], etc).
- Standard BRP applications deployment (Through SCCM).
- Microsoft Office Suite & Google Workspace Office Suite.
- Wireless connectivity.
- Mobile devices configuration and support (Samsung & Apple).
- Participate in knowledge management activities by creating, updating, and maintaining support documentation, procedures, and work instructions.
- Manufacturing Environment (commonly called Shop-Floor).
- Zebra printers & Scanners (preventive and corrective maintenance along with LAN configuration [Wi-Fi]).
- Software configuration (Mobisys).
- Perform basic troubleshooting of infrastructure services, networking equipment, telecommunications assets, VPN connectivity, and wireless access issues.
- Shop floor support and equipment installation.
- Shop floor apps installation (part of the configuration tool).
- Tablets installation, configuration and support.
- Schedule preventive maintenance of manufacture devices.
- Always ensure to prioritize the necessary interventions on production operations to reduce, or even proactively eliminate, downtime and loss of vehicles.
- Proactively analyze incident data to identify and address root causes of recurring technical issues to improve overall service stability.
- Receipt/validate and maintain all assets appropriately within the AM database to constantly reflect the condition of the equipment under its immediate responsibility.
- Collaborate with IT support teams and subject matter experts to ensure timely resolution of incidents and requests, escalating complex issues when required while meeting established service level targets.
- Periodically report progress and communicate or escalate any problem or risk requiring the immediate attention of the immediate supervisor. Report open tasks between shifts for IT Services continuity.
- Initiate, maintain and develop all work instructions essential to the good maintenance of the services offered.
- Participate in compliance with the QMS (Quality Management System) determined for their role in relation to the standard ISO 9001: 2015.
- Comply with safety rules according to the function.
- Comply on time with planned training related to Quality and Training.
- Identify and report any quality and compliance issues and support corrective actions.

ACKNOWLEDGING THE POWER OF DIVERSITY

BRP is dedicated to nurturing a culture that invites, connects, and propels the ambitions of people of all backgrounds, profiles, beliefs, and experiences. Ultimately, the diversity and uniqueness of our people fuel our ingenuity and set the course for the path ahead!

For this reason, we value diversity and we strive to always push each other forward to build an inclusive workplace where every employee feels like they belong, where they can grow and find meaning.

WELCOME TO BRP

We’re a world leader in recreational vehicles and boats, creating innovative ways to move on snow, water, asphalt, dirt, and even in the air. Headquartered in the Canadian town of Valcourt, Quebec, our company is rooted in a spirit of ingenuity and intense customer focus. Today, we operate manufacturing facilities in Canada, the United States, Mexico, Finland, Australia, and Austria, with a workforce made up of close to 17,000 spirited people, all driven by the deeply held belief that at work, as with life itself, it’s not about the destination; It’s about the journey.

www.brp.com
Follow us on:
LinkedIn @BRP
Twitter@BRPnews
Resumes in English will be preferred.