Location: Montreal, Quebec, CA

Contract Type: Independent Contractor / Freelancer

Start Date: Immediate

Eligibility: Canadian Citizens and Permanent Residents Preferred

Key Responsibilities

• Escalate issues as appropriate and act as a technical escalation for the end user
• Constantly monitor the individual queue to resolve routine and non‑routine desktop issues and requests
• Maintain a high level of customer satisfaction
• Comply with the desktop group practices and procedures
• Update ServiceNow and other data repositories (e.g. knowledge base) in a timely manner
• Identify technical and process issues and recommend improvements
• Achieve target ticket volumes and ticket resolution levels
• Maintain productive relationships with peers and management in IT and with clients whose issues are being worked on
• Follow the processes and pract...