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IT Service Desk Analyst

3 weeks ago

Laval, Canada expertis solutions Full time

The Position: Service Desk Analyst
Location: Laval (QC)

This position is permanent, full-time
Reporting to the Managed Services Delivery Manager, the Service Desk Analyst is responsible for the remote monitoring and
remediation, telephone support, deployment services, inventory control and coordination of onsite technical interventions.
Information Technology is at the core of our business

Objectives of the Position:

- Provide first-response to service incidents (end-user computing, printing, and connectivity) requiring telephone

support or remote remediation within the established SLA.
- Manage service incidents requiring escalation and/or on-site intervention.
- Interface effectively with the client during service interventions and proactively communicate with the Client until

confirmed resolution of the incident/request.

Primary Responsibilities:

- Perform entry-level to intermediate technical interventions, root cause analysis and provide escalation services for all

workstation and print devices including network connectivity (Level-1 incidents).
- Perform configuration, imaging and staging services on laptop and desktop computers.
- Accurately diagnose, categorize, and identify business impact and urgency and respond accordingly for all incidents and

service requests.
- Strive for first-call resolution and maintain the highest level of customer satisfaction.
- Stay abreast of new technologies, participate in MicroAge sponsored training initiatives, maintain personal certification

requirements, and obtain manufacturer certifications relating to the work environment, as required.

We are Looking for:
High performing individuals who:

- Possess a College diploma in the field of IT or equivalent technical certificate
- Are punctual, analytical and possess excellent communication skills and business acumen
- Are fully bilingual, written and spoken (French & English)
- Are problem solvers with the ability to analyze, prioritize and understand the sense of urgency required to meet business

objectives.
- Possess technical proficiencies outlined below:

- Good knowledge and experience in administering and troubleshooting of:

- Hardware and software related issues on desktop and laptop computers and related peripherals
- Network connectivity
- Microsoft Windows 7/8/10 environments
- Standard Business Applications
- Basic knowledge and experience in the implementation and support of SMB internetworking infrastructure: LAN,
WAN and wireless appliances.
- Working knowledge and understanding of Antivirus, Anti-Malware and Next Generation Anti-Virus
- Intermediate knowledge and experience on Remote Management tools: N-Central, TeamViewer, GoToMeeting
and Microsoft Teams.
- Certifications an asset:

- Microsoft Certified Professional (MCP)
- CompTIA A+

**Job Types**: Full-time, Permanent

**Salary**: From $45,000.00 per year

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Laval, QC: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Do you have experience in Software & Hardware troubleshooting?
- Do you have any experience in O-365 or MS-365?
- Do you have any experience in Microsoft Windows 7/8/10?
- Do you have Microsoft Certified Professional (MCP)?
- Do you have CompTIA A+?

**Language**:

- French (required)

Licence/Certification:

- CompTIA A+ (required)
- MCP (required)