Service Agent Desk

For those who dream of advancing our space in the Universe and on Earth, we’ll take you there.

Serving the world from our Canadian home and our global offices, MDA is an international space mission partner and robotics & space operations, satellite systems and geointelligence pioneer with a 50-year story of firsts on and above the Earth. Today, we're leading the charge towards viable Moon colonies, enhanced Earth observation, communication in a hyper-connected world, and more.

We’re fueled by a pioneering spirit that carries us beyond. And together we enable highly skilled people to continually push boundaries and tackle big challenges requiring solutions that endure and inspire.

Are you ready to launch the next stage of your career in the new space economy? We would love to hear from you

We’re on the hunt for a** Service Agent Desk** on our Satellite systems team at our Montreal office.

As the leading global independent commercial supplier of antennas, payloads, and electronics for communication and radar satellites, our team has successfully contributed to hundreds of missions in the past 60 years. With an extensive heritage in a wide range of solutions delivered to customers globally, our Satellite Systems team continues to grow and evolve on the ground and in the stars.

We’re a dream team of purpose-driven, collaborative and passionate people, and we are constantly looking for others to join #TeamMDA to ignite new and innovative approaches to problem-solving that push us forward to improve life on and above Earth. If you’re excited to expand our place in space and driven to inspire the next generation, we’ll take you there.

We have entered a new era of exploration and development, and MDA welcomes all who yearn to suit up and be part of it. An equal opportunity employer prizing diversity, integrity and collaboration, we are committed to growing MDA’s and Canada’s leadership in this next golden age.

**Role**:
The Service Desk Agent is primarily responsible for serving as the first point of contact for customers by handling internal Tier 1 Service Desk phone calls, tickets and chats.

Additional duties will include, account administration, software and hardware troubleshooting, diagnosing problems, installing software, creating end user documentation, and other tasks associated with end user readiness and support.

Lastly, the Service Desk Agent will provide computer support to all MDA staff (Engineering, Administrative, Information Technology, etc.) within established service levels.

The work is generally supervised and performed in accordance with established objectives and guidelines.

**Tasks**:

- Enter, prioritize, and manage incidents and service request tickets and ensure users are provided with timely updates on incident and service request tickets;
- Use customer service skills to clearly and effectively communicate with end users in English and/or French languages, using corporate telephony and messaging tools;
- Perform analysis, troubleshooting and resolution of end user technology (desktops, laptops, software, mobile devices, peripherals, access) issues and escalate when required;
- Act as liaison with field service (external and internal) personnel to identify and resolve system hardware and software problems, and escalate or make recommendations to IT management, as appropriate, regarding the completion of assigned projects;
- Create and maintain Service Desk procedures, user guides, and support documentation;
- Participates in technical testing and projects as directed.

**Required Qualifications**:

- Strong analytical and problem-solving skills with the ability to identify root causes;
- Strong communication and interpersonal skills, both written and verbal;
- Functional knowledge of ITIL (IT infrastructure Library) best practices;
- Ability to stay abreast of new technologies;
- Strong team player with the ability to work well with others and demonstrate a professional demeanor;
- Knowledge and expertise in Microsoft Windows 10, Active Directory, SCCM, Office 2016/O365 administration.

**Preferred Qualifications**:

- Professional or college level diploma in Information Technology or related field. A combination of other education and/or experience will be considered.
- 1 to 2 years of IT related experience.
- Bilingual in English and French, written and oral.

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**Comments/Special Considerations**:
**Benefits statement**:
MDA provides competitive compensation and benefits packages for its employees at all locations. As a team member of MDA, you and your qualified dependents are eligible to participate in a benefit plan that ensures a comprehensive level of protection through competitive health care including; extended healthcare and flexible drug plans, dental and vision benefits, disability income protection, life insurance, group retirement savings plans; and an employee and family assistance program.

**Equal opportunity statement**:
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