Service Desk Analyst

Jazz Aviation; Quebec; On-site; CAD 42,000 - 66,000; Full time

Job summary

Jazz Aviation is seeking a Service Desk Analyst to manage IT requests for the IT Department and provide first tier problem resolution with strong customer service and technical expertise.

You will record, monitor, and process requests in the ITSM system, communicate outages, and escalate when necessary, while helping develop IT support standards and documentation.

Qualifications

• Diploma or degree in IT or a related field.
• 0–2 years in a multi‑platform environment with problem‑solving skills.
• Tier 1 troubleshooting experience in telecom/network/end-user computing.
• Strong communication and customer service skills.

Responsibilities

• Provide 1st tier IT support with some 2nd tier for IT services.
• Record, monitor and process requests via ITSM software.
• Ensure all requests are acknowledged verbally or electronically.
• Escalate issues and communicate outages or incidents to users.
• Develop and implement IT support standards and documentation.
• Participate in knowledge transfer and team discussions.

Skills

Troubleshooting

Customer service

Communication

Ticketing

Organization

Problem-solving

Multi-platform support

Education

IT diploma or degree

Tools

ITSM software

Job description

Purpose of position

Manage IT requests for the IT Department.

The successful candidate will provide first tier problem resolution for Information Systems (IS) Services by employing a high degree of customer service and technical expertise. The Service Desk Analyst is responsible for the coordination of problem-handling processes for the IS Department and maintains a central point of contact with internal clients for all areas of customer support.

Key responsibilities

• Recording & troubleshooting requests
  • Perform 1st tier support and some 2nd tier support for IT services for our customers;
  • Receive requests via Phone, email, or IT Self Service;
  • Record and process requests in the ITSM software;
  • Ensure all requests are responded to verbally or electronically.
• Request monitoring
  • Monitor and action requests in service desk queue;
  • Trending incidents for Problem Management;
  • Communicating to the user community in the event of outages, major incidents, changes, upgrades, etc.;
  • Redirecting customers to the appropriate resources when necessary;
  • Escalate requests as needed.
• Development/Training
  • Participate in the development and implementation of Technical Support standards / policies;
  • Ensure that support documentation is up to date for ongoing Tier 1 support, Tier 2 support, and Customer self service;
  • Ongoing training knowledge transfer to support the technology in our environment;
  • Participate in departmental meetings, discussions, collaboration, and team challenges;
  • Perform duties in accordance with established policies and procedures while giving primary consideration to personal safety, and the safety of co-workers and customers;
  • Perform other related duties as assigned.

Required qualifications

• Technical College Diploma/Certificate or University Degree in an Information Technology or related field;
• 0-2 years work experience in a multi-platform environment with demonstrated problem-solving skills;
• Tier 1 level of experience/knowledge in troubleshooting telecommunications, network, and end user computing environments;
• Strong oral and written technical and non-technical communication skills;
• Excellent customer service and interpersonal skills;
• Email, instant messaging and telephone etiquette;
• Ability to use policy and procedure guidelines currently in practice;
• Basic understanding of first tier IT support and triage procedures;
• Excellent organization skills in handling ticket priority, routines tasks and incoming calls;
• Ability to maintain a high level of client trust and confidence in the IT Department’s knowledge and concern for clients’ needs.

Preferred qualifications

• Knowledge of Information Technology Infrastructure Library (ITIL);
• English and French language skills.

Note: The current shift for this position is scheduled to be from 10am to 6pm, Monday to Friday.

Benefits of joining our award-winning team

• Enjoy exclusive employee travel programs across the Air Canada network, giving you and your family access to incredible destinations.
• Secure your long-term financial well-being with our competitive, employer-supported retirement savings programs (defined contribution pension plan or voluntary group RRSP) for permanent employees.
• Benefit from a comprehensive health and wellness package, including health, dental, life, and accident insurance to keep you and your loved ones protected.