IT User Support I

About the role

Brokers have an urgent issue. You have the solution. Join PSI Intact as an IT user support and turn every technical hiccup into a smooth, simple experience. PSI (Partner Solutions Inc.) is a managed IT and security services provider that works exclusively with Canadian insurance partners. As a subsidiary of Intact, we are dedicated to offering turnkey technology solutions that help our partners accelerate their digital transformation and grow their business while providing a superior customer experience. PSI supports many partners working out of 500+ locations across Canada, serving more than 10,000 users. We are a digital enabler cloud integrator, and security partner, committed to helping our partners thrive in a modern IT ecosystem. The Service Desk at PSI provides world-class service, where being customer-focused is our absolute priority. We invest heavily in our team, training our staff across a wide range of applications, diverse businesses, and modern technology stacks. We deliberately foster a collaborative, non-competitive environment where team members lift one another up. At PSI, your professional journey is fully supported; we focus on helping every individual carve out their ideal career path. We pride ourselves on cultivating a transparent, high-trust workplace where you are encouraged to ask questions, learn from mistakes, and genuinely thrive. What you'll do here: Respond to users (brokers / employees) regarding computer systems issues or questions. Record all queries in order to document the steps leading to the resolution of the problem. Intervene in critical situations in the event of a system failure. Ensure allocation of the necessary technical resources in order to respond concretely to any situations by following the existing escalation scales. Ensure the management and integrity of user identity by following the procedures in place to secure the use of computer systems. Participate in the development of documentation intended for users in collaboration with the other support services of the company. What you bring to the table: At least 1 year of experience working in a Help Desk environment Experience or knowledge of FreshDesk Ticketing system or any ticket management software In-depth knowledge of PCs and centralized system environments Knowledge of Windows, MS Office, Lotus Notes, LAN / WAN Being customer oriented Team spirit Analysis and synthesis Be action oriented Bilingual (French and English): Need to interact on a regular basis with an English-speaking clientele and colleagues across the country. No Canadian work experience required however must be eligible to work in Canada. #LI-Hybrid Il s'agit d'un nouveau rôle au sein de notre équipe en pleine croissance | This role is a new member of our growing team. We are an equal opportunity employer At Intact, our Value of respect is founded on seeing diversity as a strength. We strive to create an accessible workplace where employees feel valued, included and encouraged to share their unique pers

Benefits

Additional Information

Our employees are at the heart of everything we do. Together, we help people, businesses, and society prosper in good times and be resilient in bad times. Our employee promise represents Intact's commitment to you in exchange for living our Values, striving to do your best work, being open to change and investing in your career. In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us. Pay at Intact is about much more than just salary. Flexible work arrangements and a hybrid work model Possibility to purchase up to 5 extra days off per year Multiple benefits offered to support physical and mental wellbeing, including telemedicine, Wellness account and much more Share plan & other savings: up to 12% of salary or even more (ask how you could earn guaranteed income for life) Salary range (but not limited to): 50,900 - 62,200 Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance): 5% As part of our commitment to Win As A Team , we share our success with employees through our annual bonus plan and Employee Share Purchase Plan (ESPP) - with Intact matching 50% of your net shares. Our pension offerings provide flexibility and long-term security for our employees beyond their careers. We are one of the few companies offering the opportunity to receive guaranteed income for life via our defined benefit pension plan. Salary for the candidate will be determined taking into consideration a number of factors including: experience, skills, qualifications, anticipated contribution to role, internal equity, etc. The salary range presented above is based on a 35-hour workweek and would represent a majority of different candidate profiles. However, we encourage candidates who may fall outside of this range to apply as well.

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