Help Desk

We are seeking a Service Desk Analyst for our Broader Public Sector client. This role is ideal for a tech-savvy professional with strong troubleshooting skills and a passion for delivering high-quality customer service. The successful candidate will be responsible for providing first-line technical support to end users, diagnosing and resolving issues, and ensuring a seamless IT experience.

Key Responsibilities

• Act as the first point of contact for IT-related issues, providing investigation and diagnosis for hardware and software problems.
• Log and manage user interactions in the call-management system.
• Provide remote and deskside support for calls that cannot be resolved via phone or remote tools.
• Install, move, and set up desktop, laptop, and peripheral devices.
• Deliver outstanding customer service while ensuring timely resolution of technical issues.
• Assist in maintaining a knowledge base for common technical issues and resolutions.
• Collaborate with internal teams to escalate complex issues when necessary.

Required Qualifications & Skills

• University degree or college diploma in Information Technology.
• Minimum of one (1) year of recent experience in an IT service desk or operational support environment.
• Minimum of three (3) years of customer service experience with a strong emphasis on technical support.
• Bilingual in English and French (preferred).

Additional Requirements

• Strong troubleshooting and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Ability to work effectively with individuals at all levels within an organization.
• A personal laptop meeting security and connectivity requirements may be needed.
• A smartphone capable of supporting the Microsoft Authenticator application.

We’re an equal opportunity employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.