Service Desk Analyst

4 weeks ago

montréal, Canada Experience AI Solutions Full time

Service Desk Analyst


Start Date: as soon as possible.

Type of employment: 12-month contract

Number of Positions: 1

Location: Montreal, Quebec (3 days per week in the office, 2 days remote)

Language skills: Strong English communication skills are required.

Perks: Work for a multinational, award-winning, socially responsible company with an operational presence in many countries, having been in business for over 75 years. It is a culturally diverse environment, employing thousands of people around the world.


As a Service Desk Analyst, you will be a crucial part of our ServiceDesk in Montreal, playing a pivotal role in enabling our customers to maximize the use of our solutions. This contributes to a greener and more sustainable aviation through the enablement of flight and air traffic optimization. Reporting to the Regional Manager of the ServiceDesk, the Analyst is overall responsible for the execution of Standard Operating Procedures related to ITIL Processes such as Incident Management and Request Fulfillment.


Principal Duties and Responsibilities:

· Implement standard operating procedures related to incident and request management, focusing on standardized/documented incident management, such as those related to our global VHF network or basic requests.

· Keep accurate records, incident reports and provide comprehensive updates to stakeholders.

· Record all actions in accordance with the company's standard policies and procedures.

· Coordinate with vendors and service providers, as field representatives, on incident resolution, ensuring effective communication and quick resolution.

· Use various tools to monitor, remediate, and manage any assigned tickets.


Education and certifications:

High school diploma or its equivalent, supplemented by additional technical certifications or a degree in a related field.


Required Skills:

· Demonstrated expertise in telecommunications within a large-scale environment.

· Proven track record in a customer service role, preferably within a technical support or service desk setting.

· Dedication to ongoing learning and keeping abreast of industry trends and best practices.

· Customer service orientation, showcasing the capability to convey technical concepts effectively.

· Exceptional time management and multitasking skills for managing numerous customer inquiries simultaneously in a dynamic environment.

· Availability to work in a shift-based schedule, including weekends and holidays, ensuring 24/7 coverage.

· Proficient documentation skills to precisely record customer interactions and resolutions.

· Capability to work independently or collaboratively in a team-oriented environment.

· Adaptability, resilience, and a positive approach to managing challenging customer situations.


Preferred Skills:

· ITIL v3 or v4 certification

· Airline experience and/or ATI know-how.

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