Title Service Desk Analyst
Duration (Contract/Fixed Term) 12 months Vacancy
Location Montreal, QC
Discipline Information Technology

Specific Job Description 
Responsibilities include but are not limited to the following:
Process or assist with IT Services requests, including but not limited to:
Employee accounts and account requests processing Employee hardware and software issues/requests
Triage & escalation of support requests
Manage employee requests by phone, chat, and ticket submission
Researches and analyzes problems utilizing own expertise and historical database records Responds promptly with appropriate solutions
Maintains and updates records and tracking databases
Must have strong English and French Language Skills (Verbal, Reading & Written)
Demonstrated outstanding customer service skills and telephone etiquette
Comply with legislation and Company policies, processes and instructions

Required skills, qualifications and experience 
Bilingual English and French
Excellent customer service in an IT environment
Able to prioritize tasks and perform thorough troubleshooting
Able to follow detailed instructions from start to finish
Strong documentation and record-keeping skills
Resourcefulness and judgment in problem-solving skills
Interpersonal and professional skills when dealing with IT customers, your team, and other employees

Desired skills, qualifications and experience 
Community college with a diploma (IT technician) and/or related experience supporting end users in an IT environment
Clearance required for role 
Reliability Required Prior to Start Date