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Analyst, IT Service Desk

Serti Placement TI inc.

This is a Contract position in Montréal, QC posted April 4, 2018.

Our client, a large-scale company, is seeking an Analyst, IT Service Desk (7693).




  • Provide efficient and fast first level / remote support for IT support users;
  • Handle incoming calls to Service Desk via phone / email / web and ensure courteous, fast and efficient resolution of user issues or requests;
  • According to ITSM processes, create tickets and set priorities as needed;
  • Ensure tickets are processed according to service level agreements;
  • Provide a first-level resolution to the Service Desk for incidents and requests;
  • Diagnose problems / requests based on functional or technical description provided by users;
  • Solve problems / requests via remote control software or business processes;
  • Support / coach users as needed;
  • If necessary, ensure that other support groups are effective and transparent, and ensure effective management of the ticket lifecycle (Assume responsibility for assigned notes from receipt to completion and closure);
  • Manage critical user incidents, associated user communications, activities, and any appropriate escalation as needed;
  • Communicate effectively and appropriately with users, assuming control of the relationship;
  • Participate in the development of documentation, knowledge base artefacts and optimization of technical support procedures;
  • Assists other ministerial requests as needed and carries out assigned special projects.

  • At least three years of experience in an IT service center environment;
  • Excellent written and oral communication skills;
  • Mastery in a number of skills: basic emergency service skills, remote handling and level 1 incident resolution;
  • Knowledge of the Microsoft Office suite software, architecture and technology of PCs, peripherals and networks, window OS and its evolution;
  • General understanding of the client / servers and the network architecture;
  • Knowledge of Remedy Helpdesk;
  • Knowledge of ITSM concepts – ITIL certification is an asset;
  • Organizational skills and rigor are essential for this position;
  • Excellent sense of service with a strong customer orientation (active listening, self-control);
  • Excellent interpersonal skills with the ability to build good working relationships with others;
  • Good resistance to stress and pressure;
  • Self-motivated with the ability to take initiatives to identify and solve problems independently. Monitors his own work for quality;
  • Knowledge of Service Desk administration tools and procedures;
  • Very good analytical skills and organizational and planning skills;
  • Mature and professional approach to work;
  • Very good team spirit.

Please include your résumé: (preferably in Word format)

Skills Required

  • Education level: None
  • Work experience (years): None


Salary: N/D

How to Apply