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Service Centre Analyst

Montreal, QC

Employment Type: Contract & Permanent Job Category: Information Technology

Job Description

Our client has many exciting opportunities and is always looking for new talent to join their team. You can expect to find challenging opportunities for career advancement within the company, both regionally and nationally.

We currently have an opportunity with our client for a full-time Service Centre Analyst (Francophone) to join the Service Centre within the National Information Technology department located in Montreal, Quebec. As a Service Centre Analyst, you will represent the department by providing superior technical support in a timely, efficient manner, while documenting all incoming calls in the ITSM tool provided and following through with customer support/request issues. 

Please Note: This position requires shift work, including working days, evenings, and night shifts with weekend and holiday shifts.

Your duties in this role:

  • Provide technical IT support on a 365/24/7 basis for stores, offices, and retail support centre’s (RSC)
  • Enter incident tickets in our ITSM tool received from phone, email, self-serve and walk-in sources
  • Ensure that all incident and request tickets entered into the tool meet quality standards
  • Follow-up and update incident and request tickets during each shift through to resolution
  • Coordinate/hand-off critical and high priority tickets with the Intermediate Analysts
  • Provide excellent customer service
  • Meet or exceed metrics outlined in yearly goals
  • Set and work towards completing personal goals
  • Make recommendations to address problems and to improve service
  • Participate in all training provided
  • Participate in engagement activities
  • Work towards achieving Service Centre service levels


Your resume will show us:

  • Post secondary education in the computer field or equivalent experience
  • Working knowledge of POS systems, Windows OS, Microsoft Office, Internet Explorer
  • Strong customer focus and the ability to work in a team setting
  • Excellent oral and written business communication skills
  • Effective time management and problem solving skills
  • Ability to respond to rapidly changing needs in a fast-paced environment
  • Ability to work on a 365/24/7 shift schedule (including day, evening and night shifts as well as weekend and holiday shifts)
  • Excellent customer service skills coupled with an Information Technology or Computer based background
  • Bilingualism (French & English) is an asset
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