Purpose of position
Manage IT requests for the IT Department.

The successful candidate will provide first tier problem resolution for Information Systems (IS) Services by employing a high degree of customer service and technical expertise. The Service Desk Analyst is responsible for the coordination of problem-handling processes for the IS Department and maintains a central point of contact with internal clients for all areas of customer support.

Key responsibilities

Recording & troubleshooting requests

Perform 1st tier support and some 2nd tier support for IT services for our customers;

Receive requests via Phone, email, or IT Self Service;

Record and process requests in the ITSM software;

Ensure all requests are responded to verbally or electronically.

Request monitoring

Monitor and action requests in service desk queue;

Trending incidents for Problem Management;

Communicating to the user community in the event of outages, major incidents, changes, upgrades, etc.;

Redirecting customers to the appropriate resources when necessary;

Escalate requests as needed.

Development/Training

Participate in the development and implementation of Technical Support standards / policies;

Ensure that support documentation is up to date for ongoing Tier 1 support, Tier 2 support, and Customer self service;

Ongoing training knowledge transfer to support the technology in our setting;

Participate in departmental meetings, discussions, collaboration, and team challenges;

Perform duties in accordance with established policies and procedures while giving primary consideration to personal safety, and the safety of co-workers and customers;

Perform other related duties as assigned.





Required qualifications

Technical College Diploma/Certificate or University Degree in an Information Technology or related field;

0-2 years work experience in a multi-platform environment with demonstrated problem-solving skills;

Tier 1 level of experience/knowledge in troubleshooting telecommunications, network, and end user computing environments;

Strong oral and written technical and non-technical communication skills;

Excellent customer service and interpersonal skills;

Email, instant messaging and telephone etiquette;

Ability to use policy and procedure guidelines currently in practice;

Basic understanding of first tier IT support and triage procedures;

Excellent organization skills in handling ticket priority, routines tasks and incoming calls;

Ability to maintain a high level of client trust and confidence in the IT Department’s knowledge and concern for clients’ needs.

Preferred qualifications

Knowledge of Information Technology Infrastructure Library (ITIL);

English and French language skills.

Note: The current shift for this position is scheduled to be from 10am to 6pm, Monday to Friday.

Benefits of joining our award-winning team

Enjoy exclusive employee travel programs across the Air Canada network, giving you and your family access to incredible destinations.

Secure your long-term financial well-being with our competitive, employer-supported retirement savings programs (defined contribution pension plan or voluntary group RRSP) for permanent employees.

Benefit from a comprehensive health and wellness package, including health, dental, life, and accident insurance to keep you and your loved ones protected.

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📌 Service Desk Analyst (Quebec City)
🏢 Jazz Aviation
📍 Quebec City