Technicien informatique (Help Desk)

Posted 4 weeks ago

Progression3 is in search of an IT Service Desk Analyst for a 3-month mandate with our client in Montreal.

Job Summary

The Service Desk Analyst will act as the single point of contact responsible providing first-level support through taking calls and handling the resulting incidents or service requests using the incident management and request fulfillment processes, in line with the Service Desk objectives.

This role is responsible for collecting information through a customer conversation via phone/email or other communication methods. Problems beyond the scope of their ability or responsibility are resolved by engaging in a timely manner other support service resources within the IT organization.

Specific Responsibilities

  • Ensure end-to-end customer experience and act as the single point of contact for all incidents and service requests via phone, email or other mediums
  • Perform initial assessment, troubleshooting, diagnosis and triaging of all incidents
  • Troubleshoot and resolve complex hardware, software, laptop, printers and smartphones
  • Record, track and document the service desk or incident request, including all successful and unsuccessful decisions made and actions taken to final resolution
  • Take ownership of all incidents and service requests until fully resolved
  • Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
  • Escalation to appropriate IT infrastructure and application groups when required
  • Perform post-resolution follow-ups on all incidents
  • Develop, implement, and/or participate in the preparation knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements

General Responsibilities

  • Fully qualified to execute job/role accountabilities working independently on most aspects of work
  • Self-directed in dealing with customers (internal); updates customers on issues or changes to the request
  • Develop internal relationships and partnerships with peers
  • Ensure to respect and adhere to company policies and procedures
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Ensure to sustain job performance standards and objectives set through the performance management process.
  • Perform other duties as assigned


  • Minimum of two (2) years’ experience within an IT Support or Service Desk position
  • CEGEP degree in Information Technology or related field
  • Must be able to work rotating schedules which include evenings, weekends and holidays
  • Ability to work efficiently under pressure and in crisis situations
  • Demonstrates the ability to learn customer support processes and techniques
  • Ability to function effectively in a team environment as well as autonomously
  • Strong interpersonal and customer service skills
  • Good analytical skills
  • Strong problem solving and decision making abilities
  • Organized, methodical with rigorous work approach
  • Ability to maintain a positive mental attitude in a highly flexible environment
  • Excellent written and oral communication skills
  • Bilingual
  • Proficiency in using ITSM Tools (Remedy)
  • Detailed knowledge of PC related hardware with excellent PC and laptop troubleshooting
  • Working knowledge of Active Directory administration, setting up users, resetting passwords and working with organization units
  • Competency in MS Office Suite, VPN and remote access tools
  • ITIL Foundation and A+ certification an asset
  • Proficiency in supporting SAP a desired asset

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