Analyst, Service Desk
3 weeks ago
**Job title**: Analyst, Service Desk (a working knowledge of French is **required)**
**Location**: Montreal (hybrid)
**Reports to**: Manager, IT Service Desk
Poste aussi affiché en français sous le nom Analyste, centre de soutien TI
The IT Service Desk provides to the employees a unique point of contact for all incidents and service requests. It aims to be a trusted IT partner to provide a quality customer experience and an accurate and timely resolution. Working closely with other IT teams, the Service Desk enables users of IT services to successfully perform their daily tasks.
**Job Responsibilities/Accountabilities**:
- Resolve first level technical problems;
- Escalate calls and requests to second level support and/or appropriate department when required;
- Collaborate with second level IT teams for incidents and requests follow-ups and resolution;
- Ensure calls and requests are followed up until resolution. In addition, ensure that follow up and closing of the incident is notified to user/client.
- When required, perform some level 2 specific tasks that the Service Desk is responsible for.
**Key Skills**:
- You have good communication skills (verbal and written);
- You have good troubleshooting skills;
- You are known for your ability to listen and enter data simultaneously;
- You demonstrate punctuality and keep a good attendance record;
- You are available for a variable work schedule;
- Work experience in customer service and a Service Desk environment;
- Work experience in IT incident resolution;
- Spoken and written, good level of English & a **working knowledge of French** is essential;
- You are available to work on statutory holidays.
**Professional Experience/Qualifications**:
- You hold a college diploma in information technology or an AEC;
- You have a minimum of 2 years of experience in a similar role;
- Knowledge of an incident or service request software is required.
- You must successfully complete a selection process that includes interviews, aptitude tests (for some positions) and reference verification._
- Domtar is an equal opportunity employer. We invite women, Aboriginal peoples, persons with disabilities and members of visible minorities to apply._
**Our offer**:
- A downtown location (Place-des-Arts metro) - Garden/park;
- Alternative Work Arrangements; hybrid remote work and flextime;
- A modern, spacious and dynamic environment;
- Competitive compensation, including annual bonus plan;
- An extended flexible insurance plan (life, medical, dental);
- An employee assistance program;
- A pension plan with matching company contributions to help make planning for your retirement easy;
- Employer-paid development and continuing education;
- A childcare Centre on location.
**Job Types**: Full-time, Permanent
**Benefits**:
- Casual dress
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Flexible schedule
- Flextime
- Life insurance
- On-site childcare
- Paid time off
- Vision care
- Wellness program
- Work from home
Schedule:
- Day shift
- Monday to Friday
Supplemental pay types:
- Bonus pay
Ability to commute/relocate:
- Montréal, QC: reliably commute or plan to relocate before starting work (preferred)
Application question(s):
- What are your salary expectations?
- What is your level of French on a scale of 1 to 10? A working knowledge is required for this position
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