Desktop Analyst

Air Transat; Quebec; On-site; CAD 60,000 - 90,000; Full time

Job summary

Air Transat is seeking a rigorous and analytical Desktop Analyst to support the IT Service Desk and manage iPad fleet lifecycle. Reporting to the User Service Sector Manager, you will drive ITSD performance and reduce IT park vulnerabilities while coordinating with security teams and IT operations.

You will work with AI tools, dashboards and documentation, ensuring strong collaboration with colleagues and stakeholders in both official languages.

Qualifications

• College or university diploma in computer science, information technology or related field.
• Minimum of 5 years of experience in IT support, user support or IT services or mobile fleet management.
• Minimum of 3 years of experience in analysis, process improvement or IT operations optimization.
• Experience in mobile device management, ideally in an iOS environment, as well as level 2 technical support.
• Strong analytical, problem-solving, autonomy, priority management and customer service skills.
• Excellent mastery of Microsoft environments (Windows 11, Windows 365, Citrix, Azure, Microsoft 365), MDM solutions (Intune), Apple Business Manager (DEP, VPP), and comfort with AI tools.
• Knowledge of vulnerability management processes; IT service desk or air transport industry experience; knowledge of ISO27001, GDPR is a plus.
• Oral and written mastery of French and English.

Responsibilities

• Analyze priorities, workload, performance, trends and ITSD indicators to identify improvement opportunities.
• Produce dashboards, reports and recommendations to support decision-making and performance.
• Assist teams in using AI tools and act as a resource on operational and analytical aspects.
• Maintain and evolve procedures, documentation and the ITSD knowledge base.
• Co-administer the organization's mobile device fleet and lifecycle management of iPads.
• Administer mobility solutions, including Intune and Apple Business Manager, and provide level 2 support when needed.
• Analyze vulnerabilities, coordinate security patches, and collaborate with cybersecurity and IT teams.
• Contribute to optimization, automation and continuous improvement of IT services.

Skills

IT support experience

Analytical thinking

Strong communication

Bilingual French/English

Autonomy & prioritization

Education

College or university diploma in computer science / IT or related field

Tools

Intune

Apple Business Manager

MDM solutions

Azure

Citrix

Microsoft 365

Job description

Be part of the journey!

Our mission is to be our customers' and team's favorite airline.

An open mind, care for others, intelligence at work and above all a healthy dose of fun allow us to accomplish great things every day, such as becoming the first international tour operator to obtain Travelife certification for our commitment to sustainable tourism. We have also won several times the title of world's best leisure airline. And this is just the beginning.

Want to join us? From hiring, you will enjoy travel privileges to discover the world. You will also have the opportunity to work in modern and inspiring working environments.

In full evolution, Transat's IT Services Directorate (ISD) is looking for a rigorous and analytical Desktop Analyst to support the performance of the IT Service Desk (ITSD). Reporting to the User Service Sector Manager, the person contributes to improving ITSD operations, ensures the management of the iPad mobile fleet and actively participates in reducing the vulnerabilities of the IT park.

Responsibilities

• Analyze priorities, workload, performance, trends and ITSD indicators (SLA, volumes, deadlines, tickets) in order to identify opportunities for improvement;
• Produce dashboards, reports and recommendations to support decision-making and operational performance;
• Accompany teams in the use of artificial intelligence tools and act as a resource person on operational and analytical aspects;
• Maintain and evolve procedures, documentation and the ITSD knowledge base;
• Co-administer the organization's mobile device fleet and ensure complete lifecycle management of iPads;
• Administer mobility solutions, notably Intune and Apple Business Manager, and offer level 2 technical support when required;
• Analyze vulnerabilities, coordinate security patches, facilitate escalations and collaborate with cybersecurity, infrastructure and systems administration teams;
• Participate in the optimization, automation and continuous improvement of IT services, including the reduction of operational irritants.

Qualifications

• College or university diploma in computer science, information technology or a related field;
• Minimum of 5 years of experience in IT support, user support or IT services or mobile fleet management;
• Minimum of 3 years of experience in a role of analysis, process improvement or IT operations optimization;
• Experience in mobile device management, ideally in an iOS environment, as well as level 2 technical support;
• Strong analytical, problem-solving, autonomy, priority management and customer service skills;
• Excellent mastery of Microsoft environments (Windows 11, Windows 365, Citrix, Azure, Microsoft 365), MDM solutions (Intune), Apple Business Manager (DEP, VPP), as well as ease with AI tools, including Microsoft Copilot;
• Strong skills in analysis, communication, popularization of technical concepts, collaboration, customer service and influence leadership;
• Knowledge of vulnerability management processes; experience in an IT service desk or in the air transport industry, as well as knowledge of information security standards (ISO 27001, GDPR), constitute assets;
• Oral and written mastery of French and English*.

Additional Information

*A good command of French is required for positions in Quebec. The incumbent will need to communicate frequently in English, orally and in writing, with colleagues, clients or other stakeholders, both in Quebec and internationally.

**Artificial intelligence tools are used for candidate analysis, whether to sort or pre-select profiles based on criteria related to job requirements. All applications are then reviewed by our recruitment team to ensure a fair and inclusive process.

Employment Equity

Transat is committed to fostering an inclusive and respectful environment where equity takes precedence. We strive to bring together a workforce that reflects the diversity of our customers as well as the communities in which we travel. We therefore encourage women, visible minorities, ethnic minorities, Indigenous people and persons with disabilities to apply. Transat will accommodate persons with disabilities throughout the selection and hiring process. If you need accommodation measures, contact us so that we can together meet your needs appropriately.