Service Desk Analyst

Reporting to: Service Delivery Supervisor – CanadaSalary: To be discussed during the interviewing processFull -Time Position: Monday to Friday. Candidate must be available for rotational shifts between 8am and no later than 9pmThere is an immediate need for a Service Desk Analyst at SupraITS in Montreal. If you’re French speaking and someone who has a Customer First outlook and believes deeply in providing an exceptional user experience this role is for you! This role is mostly remote for those located in either Montreal or the Greater Toronto Area.

Candidates based in the GTA region are expected to comply with the corporate return to office policy which will be discussed during the interviewing process. The GTA office is located in Brampton, Ontario. Occasional travel to Montreal will also be expected. Company OverviewFounded in 1999, Supra ITS has grown into a globally trusted IT partner, delivering world-class Managed IT, Cybersecurity, Digital Transformation, Application Services, and Business Process Outsourcing (BPO) Services. Headquartered in Mississauga, Supra ITS operates with 650+ employees worldwide, including Network Operations Centers (NOCs) in Canada and India, ensuring 24/7 IT support and seamless service delivery.

Supra ITS provides a full spectrum of IT solutions, including server and network management, private cloud, disaster recovery, service desk support, and advanced security services. With a security-first approach and SLA-driven commitments, Supra ITS takes complete ownership of IT services, allowing clients to focus on growth while ensuring uninterrupted operations. A vendor of established track record, Supra ITS is dedicated to long-term client success through tailored, scalable IT solutions. Canon Canada’s strategic investment in Supra ITS strengthens this commitment by integrating Canon’s cutting-edge technologies with Supra’s agile IT services.

This partnership fosters innovation, enhances efficiency, and accelerates digital transformation, providing customers with superior IT solutions that are scalable, secure, and customer centric. For more information, visit www. supraits. com. Team OverviewThis role is a mid-level position and will represent the beginning of your journey at Supra ITS. The successful candidate has the ability to resolve common technical problems, has a strong work ethic and a proactive, problem-solving attitude.

You will work as part of a Global Service Desk team and will use your work ethic and initiative to continue to grow on the job by learning the tools we use to provide customer support. On-the-job training will be provided for various technical skills to ensure our employees success.

YOU ARE Somone who possesses a ‘customer-first’ attitudePossess exemplary verbal communication skillsCan communicating effectively through a written format (we may ask you to provide examples of technical writing) Able to work in a team environment and can proactively assist othersHas the drive and initiative to continue to learn and grow within your role Fluent in both French and English (this is primarily a French role( Position OverviewThe Tier 1 & Tier 2 Service Desk Analyst is responsible for the correct handling of:

Service calls to resolve technical issues with users,Monitoring the alerting and notification systemsTriage and routing of technical support issues Performing routine operational tasks on serversAssisting with minor repairs of Printers, Desktop’s and Laptop’sKey ResponsibilitiesComplete the training and certification requirements, if any communicated by reporting manager from time to timeComply with all company policies and procedures including Time Tracking, Ticket note entries, Security Policies, Team communications and others as definedAct as first technical contact for support phone callsCreate and process tickets for “ALL” Support phone calls or user submitted email requests.

Troubleshoot the customer’s question or technical issue quickly and professionally.

Triage, assess and help route customer tickets to the proper team or technical expert and ensure that these tickets are picked up by the assigneeWhen possible, assist customers with resolving basic technical support issues over the phone or via a remote sessionPerform routine daily tasks as part of our proactive maintenance routinesAs part of the Global Service Desk team, Assist Team India in tickets as and when neededUpdate customer contact records, and configuration settings within our ticketing systemUpdate customer documentation and knowledge base articles whenever a change or update is requiredKeep all documentation current and reflecting the managed environmentsQualifications & Skills RequiredCandidate must successfully complete a federal reliability security clearance checkEducation & ExperienceAssociate’s or Bachelor’s degree in IT, Computer Science, or related field 3-4 years of technical support or help desk experience Fluent in French (reading, writing and speaking) and ability to communicate in English Technical SkillsProficiency with Windows, MacOS, and common business applications.

Knowledge of networking concepts and remote support toolsAble to help users remotely and resolve their technical issues while being on call or by communicating via other meansSoft SkillsStrong communication and customer service skillsProblem-solving and multitasking abilitiesWORK ENVIRONMENT & TRAVELHybrid EnvironmentWillingness to travel in local region to meet clients as and when needed (requires a valid driver’s license)We thank all applications who apply, however only those who are selected for an interview will be contacted. If you require any accommodation during the recruitment process, please let us know and we’ll endeavor to put reasonable provisions into place. ***Skills:

customer,problem solving,french,remote support tools,networking concepts,macos,customer service,multitasking,it,windows,technical support,ticketing system