IT Service Desk Analyst

Montreal, Quebec, Canada

IT Service Desk Analyst

Montreal, Quebec, Canada

Please note that candidates must have an eligible work permit for Canada and be fluent in French. The position is available in either Montreal or Trois-Rivières, and is remote until further notice.

Do you want to experience the essence of a large organization in a company with a personal touch? Come and work with us! We are looking for creative, innovative, and collaborative people like you to join our team.

At the heart of Alithya’s values is the well-being of our employees and their families. That's why, we continue to follow the Public Health Agency of Canada’s recommendations closely. 

We remain close to you, while keeping our distance via Phone, Skype, Zoom or however you like. 

Take your ambitions to the next level
Under the direction of the IT Service Desk Manager, and in accordance with established procedures, policies and available tools, the incumbent is responsible for providing Level 1/remote support on reported incidents or logged service requests to users in the Quebec and/or Ontario offices.
  • Provide efficient and timely Level 1/remote support to IT Service Desk users;
  • Process incoming requests to the Service Desk via telephone/e-mail/web and ensure courteous, timely and effective resolution of end user issues/requests;
  • Create tickets and prioritize as required, as per ITSM process;
  • Ensure tickets are handled in accordance with service-level agreements;
  • Diagnose issues/requests based on functional or technical description provided by users;
  • Solve issues/requests through remote control software or operating processes;
  • Support/coach users as required;
  • Ensure efficient and clear handoff to other support groups and conduct effective ticket lifecycle management, as required;
  • 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;
  • Assist other departmental requests as required and perform special projects, as assigned.
When it just clicks!
Does this sound like you?
  • Minimum three (3) years in an IT Service Desk environment;

  • College diploma in Computer Science, or combination of equivalent education and work experience;
  • Literacy in various hard skills: basic hotline service skills, remote handling and Level 1 incident solving;
  • Knowledge of Microsoft Office Suite, PC architecture and technology, peripherals and networks, and Windows OS and its evolutions;
  • General understanding of client/server and network architecture;
  • Knowledge of Remedy Help Desk;
  • Knowledge of ITSM concepts - ITIL Certification is an asset;
  • Organizational/planning skills and rigour are essential;
  • Excellent sense of service with strong customer focus (active listening, self-control);
  • Excellent interpersonal skills with the ability to establish good working relationship with others;
  • Good resistance to stress and pressure;
  • Self-motivated with the ability to take initiative in identifying and resolving problems independently;
  • Quality-oriented;
  • Ability to adapt quickly to a maturing environment;
  • Knowledge of Service Desk administration tools and procedures;
  • Analytical mind;
  • Mature and professional approach to work;
  • Very good team spirit;
  • Capable or adapting quickly to changing technologies;
  • Bilingualism is mandatory, excellent oral and written communication skills;
  • Languages required:
    • French: 4/4 
    • English: 4/4
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WHERE YOU NEED TO BE

Life at Alithya
  • 35.0 hours per week;
  • Opportunities to develop and grow your career;
  • Work with diverse technologies, projects, clients and sectors;
  • Spend your days in a creative and innovative environment;
  • Share experience and knowledge as part of an agile and dynamic team;
  • A great balance between work and personal life;
  • Access to exciting educational opportunities (internal, conferences, events, courses, certifications, etc.);
  • Personal recognition of your important professional contributions;
  • Great cultural diversity across our teams.
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Why join our team?

Because creativity, passion, integrity and wellness are the company’s core values, we are looking for people like you who are enthusiastic, innovative, open-minded, team players and eager to learn.

Working at Alithya is a chance to be part of an energetic, dynamic, and growing team of more than 2,000 professionals in Canada, the United States and France. Our diverse practices and the extensive major projects entrusted to us by our prestigious clients allows us to offer many high growth potential opportunities to our employees in well-established technologies.

Alithya Group is an advocate for workforce diversity and as such, encourages the participation of women in management roles. We belong to the 30% Club, which encourages women’s access to leadership positions.

Meet your co-workers!

We have made a video series about our employees called 1 minute, 1 career!

Meet Rowena, a Java Analyst Developer at the Digital Solutions Center in Montreal.

“What's also great at Alithya is that we are exposed to a variety of technologies and this helps me add to my working portfolio.”