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Service Desk Analyst

Serti Placement TI inc.

This is a Contract position in Montréal, QC posted January 29, 2019.

Our client, a large-scale company, is seeking a Service Desk Analyst (8143).


  • Provide efficient and timely first level / remote support to IT Service desk users;
  • Process incoming calls to the Service Desk via telephone / e-mail / Web and ensure courteous, timely and effective resolution of end user issues or requests;
  • As per ITSM processes, create tickets and prioritize as required;
  • Ensure tickets are handled in accordance with service-level agreements;
  • Provide first level resolution at Service desk for incidents and requests: Diagnose issues / requests based on functional or technical description provided by users, solve issues / requests through remote control software or operating processes and support / coach users as required;
  • When required, ensure efficient and clear hand off to other support groups and conduct effective ticket lifecycle management (Assume responsibility of assigned tickets, from receipt through completion and closure.);
  • Handle critical user incidents, associated user communications, activities and any appropriate escalations as required;
  • Communicate efficiently and suitably with users, assuming control of the relationship;
  • Participate in developing documentation, knowledge base artifacts and optimizing technical support procedures;
  • Assists with other departmental requests as required and performs special projects as assigned.

  • Minimum 3 years experience in an IT Service Desk environment;
  • Literacy in a certain number of hard skills: basic skills in hot-line service, remote handling and level 1 incident solving;
  • Knowledge of Microsoft Office suite software, PC architecture and technology, peripherals and networks, Window type OS and its evolutions;
  • General understanding of client/servers and network architecture;
  • Knowledge of Remedy Helpdesk;
  • Knowledge of ITSM concepts – ITIL Certification is an asset;
  • Organizational skills and rigor are essential to hold this position;
  • Excellent sense of service with strong customer focus (active listening, self-control);
  • Excellent interpersonal skills with the ability to establish good working relationships with others;
  • Good resistance to stress and pressure;
  • Self motivated with the ability to take initiative in identifying and resolving problems independently.  Monitors own work for quality;
  • Ability to adapt quickly to a maturing environment;
  • Knowledge of Service Desk administration tools and procedures;
  • Very good analytical mind and organizational and planning skills;
  • Mature and professional approach to work;
  • Very good team spirit ;
  • Available and capable of adapting quickly to changing technologies;
  •  Excellent written and oral communication skills.

Please include your résumé: (preferably in Word format)

Skills Required

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


Salary: N/D