Jesta I.S.
Service Desk Analyst
Montreal, Quebec · Internship
Sponsorship not specifiedDetected 30 days ago
SQLConfluenceERPCustomer SupportZendeskFirewallVPNVoIPCommunicationAdaptability
About the role
- We're looking for a Service Desk Analyst who is passionate about technology, customer experience, and problem‑solving.
- This is an excellent opportunity to deepen your technical expertise and grow within an enterprise software environment.
Responsibilities
- Serve as a primary point of contact for incoming client support requests via phone, email, and web channels.
- 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.
- Create and update knowledge base articles based on resolved issues to improve first‑contact resolution.
- Begin handling a defined percentage of Level 2‑type tickets under guidance and support escalation activities as needed.
- Appliquer les procédures documentées de dépannage et d'escalade, et escalader les incidents critiques ou hors des heures normales lorsque requis.
Requirements
- Knowledge & Experience
- 1-3 years of experience in a service desk, technical support, or client‑facing IT role.
- 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).
- Follow documented troubleshooting steps and escalation procedures, escalating critical or after‑hours issues when required.
- Education & Training
- College diploma (DEC) in Computer Science, IT Support, or a related field.
- 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.
- Working knowledge of ticketing systems, ERP usage, and standard IT support workflows.
- Solid understanding of IT fundamentals and basic technical troubleshooting.
- Tools & Systems
Nice to have
- SQL knowledge, particularly beneficial for handling more advanced issues and future progression. (preferred)
- Basic networking knowledge, including IP configuration, VPNs, and firewall concepts. (preferred)
Benefits
- Health coverage (medical, dental, disability, and life insurance)
- Wellness program (gym membership reimbursement)
- Flexible schedule
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