Location: Montreal, Quebec
Job Type: Full-Time, Onsite
Schedule: Monday to Friday
Position Overview
We are looking for a Mid to Senior-Level Service Desk Analyst to join our team in Montreal and provide technical support to end users in a large-scale corporate environment.
The successful candidate will be responsible for responding to technical issues and service requests, troubleshooting hardware and software, assisting users with account and access-related issues, and ensuring incidents are properly documented and resolved within established Service Level Agreements (SLAs).
The ideal candidate is technically knowledgeable, customer-focused, proactive, and able to communicate effectively with both technical and non-technical users.
Key Responsibilities
- Provide first-level technical support through phone, email, chat, and web-based ticketing systems.
- Respond to customer inquiries and technical incidents within established SLAs.
- Troubleshoot hardware, software, operating system, network, and application-related issues.
- Diagnose, verify, document, and report technical incidents and service disruptions.
- Perform account unlocks, password resets, and access-related requests according to established procedures.
- Accurately document all customer interactions, troubleshooting steps, and resolutions in the ticketing system.
- Classify, prioritize, and assign tickets to the appropriate support groups when escalation is required.
- Gather all relevant information before escalating incidents to ensure efficient resolution.
- Use knowledge bases, technical documentation, and established troubleshooting procedures to resolve incidents.
- Follow up on outstanding incidents and service requests through to resolution and closure.
- Install, configure, and troubleshoot desktop and laptop hardware and software.
- Provide support for Microsoft 365 and other corporate applications.
- Follow client-specific Standard Operating Procedures (SOPs), policies, and technical processes.
- Maintain a high level of customer service and professionalism throughout all interactions.
- Work effectively with technical teams, business users, and other support groups.
- Operate independently when required while maintaining accountability for assigned tickets and responsibilities.
Required Qualifications & Skills
- Mid to Senior-level experience in a Service Desk, Help Desk, Technical Support, or IT Support environment.
- Experience working in a large-scale corporate or enterprise Service Desk environment.
- Excellent verbal and written communication skills in English and French.
- Spanish language skills are considered an asset.
- Strong customer service and communication skills, including effective questioning and probing techniques.
- Strong troubleshooting and problem-solving abilities.
- Working knowledge of ITIL principles, including Incident, Service Request, and Problem Management.
- Working knowledge of current operating systems, technical protocols, and IT standards.
- Strong knowledge of Microsoft Office 365 / Microsoft 365.
- Good understanding of desktop and laptop hardware.
- Ability to work effectively with both technical and non-technical users.
- Ability to work with minimal supervision and take ownership of assigned tasks.
- Strong time-management and organizational skills, with the ability to prioritize multiple requests effectively.
- Ability to work within established customer procedures, policies, and SLAs.
- Self-motivated, proactive, and team-oriented approach.
Preferred Qualifications
- Experience supporting users in a large enterprise environment.
- Experience working with IT Service Management or ticketing platforms.
- ITIL certification or formal ITIL training.
- Experience supporting Microsoft 365 environments.
- Experience with remote troubleshooting and technical support tools.
- Previous experience in a bilingual English/French Service Desk environment.
Work Environment
This is an onsite position in Montreal, Quebec, requiring the successful candidate to work from the client location Monday through Friday.
The role involves regular interaction with end users and internal technical teams and requires a strong commitment to customer service, timely incident resolution, and adherence to established processes.
Schedule: Monday to Friday
Location: Montreal, Quebec
