Analyst (ITSD)

Montreal, QC H3B 0B3 | Contract

Job ID: 59678 Industry: Other Area(s)

Analyst (ITSD)

Location: Montreal or Trois-Rivieres

Type: 5-Month Contract

Our client located in Montreal has asked Bagg Technology Resources to assist them in finding an Analyst to join their team on a contractual basis. Under the direction of the Manager, IT Service Desk and in accordance with established procedures, policies and available tools, the incumbent is responsible for providing first level / remote support on reported incidents or logged service requests to users in the Quebec and/or Ontario offices.

Why Join?

This organization revolves around curious and creative people who are passionate about technology. Their collaborative culture values ideas and diverse perspectives from all.

Key Responsibilities

  • Provided efficient and timely first level / remote support to IT Service desk users
  • Process incoming calls to the Service Desk via telephone / e-mail / Web and ensure courteous, timely and effective resolution of end user issues or requests.
  • As per ITSM processes, create tickets and prioritize as required
  • Ensure tickets are handled in accordance with service-level agreements
  • Provide first level resolution at Service desk for incidents and requests:
    • Diagnose issues / requests based on functional or technical description provided by users   
    • Solve issues / requests through remote control software or operating processes
    • Support / coach users as required  
  • When required, ensure efficient and clear hand off to other support groups and conduct effective ticket lifecycle management (Assume responsibility of assigned tickets, from receipt through completion and closure.)
  • Handle critical user incidents, associated user communications, activities and any appropriate escalations as required
  • Communicate efficiently and suitably with users, assuming control of the relationship
  • Participate in developing documentation, knowledge base artifacts and optimizing technical support procedures
  • Assists with other departmental requests as required and performs special projects as assigned



  • College diploma, in Computer Science, or combination of equivalent education and work experience required


  • Minimum 3 years’ experience in an IT Service desk environment


  • Bilingualism (English/French) with excellent written and oral communication skills.
  • Literacy in a certain number of hard skills: basic skills in hot-line service, remote handling and level 1 incident solving.
  • Knowledge of Microsoft Office suite software, PC architecture and technology, peripherals and networks, Window type OS and its evolutions.
  • General understanding of client/servers and network architecture.
  • Knowledge of Remedy Helpdesk
  • Knowledge of ITSM concepts – ITIL Certification is an asset
  • Organizational skills and rigor are essential to hold this position.
  • Excellent sense of service with strong customer focus (active listening, self-control).
  • Excellent interpersonal skills with the ability to establish good working relationships with others.
  • Good resistance to stress and pressure
  • Self motivated with the ability to take initiative in identifying and resolving problems independently.  Monitors own work for quality.
  • Ability to adapt quickly to a maturing environment.
  • Knowledge of Service Desk administration tools and procedures.
  • Very good analytical mind and organizational and planning skills.
  • Mature and professional approach to work.
  • Very good team spirit.
  • Available and capable of adapting quickly to changing technologies


To apply, please click Apply Online or submit your resume by email to:

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Accommodations are available upon request to support your participation during all stages of the recruitment process.


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