Service Desk Analyst | Analyste du centre de services

Jesta I.S.•Westmount, QC

1d•Hybrid

About The Position

We’re looking for a Service Desk Analyst who is passionate about technology, customer experience, and problem‑solving. If you thrive in fast‑paced environments, enjoy owning issues end‑to‑end, and take pride in delivering reliable support, this role is for you. As a key member of our Customer Support team, you’ll independently resolve technical issues, support enterprise ERP users across North America, and contribute to continuous service improvement. This is an excellent opportunity to deepen your technical expertise and grow within an enterprise software environment.

Requirements

College diploma (DEC) in Computer Science, IT Support, or a related field.
1–3 years of experience in a service desk, technical support, or client‑facing IT role.
Working knowledge of ticketing systems, ERP usage, and standard IT support workflows.
Solid understanding of IT fundamentals and basic technical troubleshooting.
Experience supporting software applications and enterprise systems in a customer‑focused environment.
Experience with ticketing systems such as Zendesk or Ivanti.
Familiarity with knowledge base tools (e.g., Confluence).
Phone and VoIP support tools (e.g., CT Cloud Communicator).
Microsoft 365 tools, including Outlook and Microsoft Teams.
Experience using Microsoft Copilot or similar AI tools for documentation, analysis, and productivity.
Exposure to ERP platforms; experience with Jesta Vision is an asset.
Excellent customer service skills and professional phone etiquette.
Clear, effective written and verbal communication.
Strong attention to detail and accuracy in ticket documentation.
Ability to troubleshoot basic technical issues related to software, ERP, and networking.
Strong time‑management and prioritization skills in a high‑volume support environment.
Sound problem‑solving skills and good escalation judgment.
Accountability, reliability, and consistent follow‑through.
Ability to collaborate effectively with internal technical and functional teams.
Professionalism and composure under pressure.
Initiative, adaptability, and a continuous improvement mindset.
Effective and responsible use of Microsoft Copilot to enhance productivity and documentation quality.
English Proficiency: Advanced / Fluent (spoken and written), required due to regular support of clients, teams, and partners located outside Quebec

Nice To Haves

ITIL Foundation certification or customer support training is considered an asset.
Co‑op or internship experience in an IT support or service desk environment may be considered.
SQL knowledge, particularly beneficial for handling more advanced issues and future progression.
Basic networking knowledge, including IP configuration, VPNs, and firewall concepts.

Responsibilities

Serve as a primary point of contact for incoming client support requests via phone, email, and web channels.
Independently resolve the majority of Level 1 technical issues within defined SLA targets.
Provide technical assistance related to software, hardware, ERP usage, and basic networking issues.
Accurately log, update, and maintain tickets with complete client, troubleshooting, and resolution details.
Professionally manage multiple concurrent calls and tickets, including prioritization, holds, callbacks, and follow‑ups.
Follow documented troubleshooting steps and escalation procedures, escalating critical or after‑hours issues when required.
Ensure consistently high‑quality ticket documentation, including steps taken and final resolutions.
Identify recurring issues and contribute to continuous improvement initiatives, documentation updates, and process enhancements.
Create and update knowledge base articles based on resolved issues to improve first‑contact resolution.
Participate in internal projects and operational initiatives during periods of lower call volume.
Begin handling a defined percentage of Level 2‑type tickets under guidance and support escalation activities as needed.