Analyst, IT Service Desk (Help Desk)

Skillhub Solutions Inc.; Montreal; On-site; CAD 40,000 - 60,000; Full time

Job summary

Skillhub Solutions Inc. in Montreal, QC is seeking a full-time Help Desk Analyst to join our IT support team.

The role involves acting as the first level of escalation for the help centre, diagnosing incidents, and resolving most issues independently to maintain service levels. You will install and configure user workstations, coordinate major incident management with relevant teams, and contribute to a centralized knowledge base.

Qualifications

• College diploma in information technology.
• Three to five years of experience in a similar role.
• Familiarity with ServiceNow is an asset.
• Fluency in spoken and written French and English for daily work and professional communication across Canada.

Responsibilities

• Act as the first level of escalation for the help centre and diagnose and resolve most incidents independently.
• Help resolve problems affecting applications, production-related systems, and technical environments while considering operational risks and impacts.
• Install and configure user workstations and software.
• Identify and recommend process improvements to support service levels and user satisfaction.
• Maintain an inventory of computer equipment as it is received, assigned, and retrieved.
• Serve as a technical reference for help desk analysts and coordinate major incident management with the relevant teams.
• Write and maintain technical documentation and procedures in a centralized knowledge base.

Skills

Experience 3-5 years

Multilingual (French/English)

Education

College diploma in information technology

Tools

ServiceNow

Job description

Montreal, QC Full-time Salary not specified

Responsibilities

• Act as the first level of escalation for the help centre and diagnose and resolve most incidents independently.
• Help resolve problems affecting applications, production-related systems, and technical environments while considering operational risks and impacts.
• Install and configure user workstations and software.
• Identify and recommend process improvements to support service levels and user satisfaction.
• Maintain an inventory of computer equipment as it is received, assigned, and retrieved.
• Serve as a technical reference for help desk analysts and coordinate major incident management with the relevant teams.
• Write and maintain technical documentation and procedures in a centralized knowledge base.

Qualifications

• College diploma in information technology.
• Three to five years of experience in a similar role.
• Familiarity with ServiceNow is an asset.
• Fluency in spoken and written French and English for daily work and professional communication across Canada.