Analyst, IT Service Desk (Help Desk)

COFOMO; Montreal; On-site; CAD 45,000 - 65,000; Full time

Job summary

COFOMO is seeking an IT Service Desk Analyst in Montreal to act as the first line of support, diagnose incidents, and coordinate resolutions across a hybrid work environment. The role requires a college diploma in IT, 3–5 years of experience, and fluency in French and English.

The successful candidate will install and configure workstations, maintain documentation, and contribute to process improvements while supporting users across Canada. Hybrid work arrangements apply.

Qualifications

• Three to five years of experience in a similar role.
• College diploma in information technology.
• Experience with ServiceNow ticketing tool preferred.
• Ability to write and maintain documentation in a centralized knowledge base.
• Fluency in French and English for daily tasks.

Responsibilities

• Act as the first level of escalation for the help center.
• Diagnose and resolve incidents and problems affecting applications and production systems.
• Manage installation and configuration of users' workstations and software.
• Adapt quickly to new work environments in a large corporate context.
• Maintain an up-to-date inventory of computer equipment and update knowledge base.
• Coordinate major incident management with stakeholders.

Skills

Incident management

ServiceNow familiarity

Documentation & procedures

Bilingual French/English

Workstation setup & config

Education

College diploma in information technology

Tools

ServiceNow

Job description

# Analyst, IT Service Desk (Help Desk)MontrealHybridCloud and InfrastructureApplyWith over 30 years of recognized expertise, COFOMO is now a leading Canadian consulting firm specializing in digital and artificial intelligence. Supported by more than 3,000 experts, 10 Centers of Excellence, and 4 offices across the country, we are uniquely positioned to successfully guide our clients through their transformations. Both strategic and tactical, we help organizations across a wide range of industries thrive in today’s rapidly evolving world.## Our promiseHelp our clients succeed and maximize the impact of their transformation initiatives, turning them into powerful drivers of growth and innovation.## Job description**Here's a brief overview of the tasks and responsibilities you'll be able to do:** * Act as the first level of escalation for the help center;* Diagnose and resolve the majority of incidents on their own;* Participate in the resolution of problems affecting applications, production-related systems and technical environments, taking into account risks and impacts on operations;* Manage the installation and configuration of users' workstations and software;* Adapt quickly to new work environments in a large corporate context;* Contribute to improved service levels and user satisfaction by identifying and recommending opportunities for process optimization;* Maintain an up-to-date inventory of computer equipment when receiving, assigning and retrieving;* Serve as a technical reference for help desk analysts;* Coordinate the major incident management process in collaboration with those responsible. **The profile you are looking for is as follows:** * Hold a college diploma in information technology;* Three to five years of experience in a similar position;* Be familiar with the ServiceNow ticketing tool (an asset);* Demonstrate an ability to write and maintain documentation and technical procedures in a centralized knowledge base;* This position requires fluency in French and English for daily tasks, understanding documentation, and professional communication with customers, suppliers, and colleagues across Canada. French and English language skills are essential, both oral and written.