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IT User Support I

Intact Financial Corporation

Toronto, CAN

Full-time

Entry · 1+ years experience

Hybrid

CAD 50900-62200 yearly / year

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Role Overview

We’re looking for an IT User Support I to join our growing team!

What you’ll do here:

• Deliver exceptional customer service while managing a high call volume in a fast-paced helpdesk environment.

• 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 customer service experience in a call center or in a user support role

• Experience with Windows, MS Office, Lotus Notes, LAN / WAN

• Customer/People focused

• Team spirit and collaborative approach

• Degree in computer science or any combination of equivalent education and experience

• In-depth knowledge of PCs and centralized system environments

• Be proficient in diagnostics and documentation

• Be action and detail oriented

• No Canadian work experience required however must be eligible to work in Canada.

#LI-Hybrid

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 perspectives.

We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.

As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people.

This history extends through many centuries and continues to evolve today.

We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations).

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Full Job Posting

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):
Annual bonus target, based on the base salary, with a potential payout of up to double the target (subject to personal and company performance):
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.
About the role
We’re looking for an IT User Support I to join our growing team!
What you’ll do here:
Deliver exceptional customer service while managing a high call volume in a fast-paced helpdesk environment.
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 customer service experience in a call center or in a user support role
Experience with Windows, MS Office, Lotus Notes, LAN / WAN
Customer/People focused
Team spirit and collaborative approach
Degree in computer science or any combination of equivalent education and experience
In-depth knowledge of PCs and centralized system environments
Be proficient in diagnostics and documentation
Be action and detail oriented
No Canadian work experience required however must be eligible to work in Canada.
#LI-Hybrid
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 perspectives.
We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.
As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. This history extends through many centuries and continues to evolve today.
We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.
If we can provide a specific adjustment to make the recruitment process more accessible for you, please let us know when we reach out about a job opportunity. We’ll work with you to meet your needs.
Learn more about our recruitment process and your candidate journey here.
Please note that Intact does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. Candidates must be eligible to work in Canada from the anticipated start date and throughout their employment and are solely responsible for maintaining their work eligibility.
If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.

IT User Support I

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