Job Description

In collaboration with the Manager, End User Services, the incumbent supports the performance and continuous improvement of the IT Service Centre (ITSC). The role combines operational analysis, mobility management, service optimization, and technical support expertise to enhance the employee experience and improve IT service delivery. The incumbent works closely with multiple IT teams to identify improvement opportunities, support operational initiatives, and contribute to the evolution of workplace technology services.

What You’ll Accomplish

- Analyze ITSC priorities, workload, performance, trends, and key metrics (SLAs, ticket volumes, resolution times, and service requests) to identify opportunities for improvement;
- Develop dashboards, reports, and recommendations to support decision-making and operational performance;




- Support teams in the adoption and use of artificial intelligence tools and act as a subject matter resource for operational and analytical initiatives;
- Maintain and continuously improve ITSC procedures, documentation, and knowledge base content;
- Co-administer the organization’s mobile device fleet and oversee the complete lifecycle management of iPads;
- Administer mobility solutions, including Microsoft Intune and Apple Business Manager, and provide Level 2 technical support when required;
- Analyze vulnerabilities, coordinate security patching activities, facilitate escalations, and collaborate with cybersecurity, infrastructure, and systems administration teams;
- Participate in the optimization, automation, and continuous improvement of IT services, including reducing operational pain points and improving service delivery.

📌 Desktop support Analyst (Montreal)
🏢 Transat At
📍 Montreal