Client Support Analyst - Montréal, Canada - Jazz Aviation LP

Jazz Aviation LP

Verified Company

Montréal, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Client Support Analyst

Nov 29, 2023

Primary Location:
CA-QC-Montréal

Schedule:
Full-time

Job Type:
Permanent

Shift:
Days

Number of Openings: 1

Purpose of Position:

***- Client Services provides 2nd tier problem resolution for desktop, laptop, mobile device and related peripherals. They maintain a secure and efficient work environment with a high level of hardware and software knowledge.

Key Responsibilities:

Set up and support end user PC workstations, laptops, printers, peripherals, smart phones, Tablets, Cell Phone, Push to Talk, etc. with a focus on configuration item tracking.
Provide 2nd level problem resolution for IT Services, employing a high degree of customer service, technical expertise, and timeliness in accordance with SLA. Supporting the local client base and clients in remote stations.
Coordinate and complete Incident, Service and Change requests within service level agreements.
Participate in department meeting and encourage ongoing teamwork in meetings, open dialogue, team challenges and informal collective experiences.
Provide onsite support for SOC Radio Equipment, assist and accompany vendor technicians.
Create and maintain support documentation for specific software or hardware configurations.
Ensure our IT security policies are enforced for all users.
Participate in IT disaster event backup and recovery processes.
Perform duties in accordance with established policies and procedures while giving primary consideration to personal safety, and the safety of coworkers and customers.
Assist in the implementation of special projects as required and work with various members of the IT Department to ensure timely completion of Projects.
Communicate issue resolution to the rest of the Client Support team.
Ensure support documentation is up to date for all Client Support related articles.
Record all request in our ITSM/ Service Desk software and process final stage self service requests.
Perform 1st Tier support for IT services for our Chorus customers.
Ensure all requests are responded to verbally or electronically.
Redirecting customers to the appropriate resources when necessary. Escalate requests to appropriate staff based on established guidelines and procedures.
Provide overthephone support to customers and provide backfill for Service Desk Analyst position.
Communicating to the user community in the event of outages, major incidents, changes, upgrades, etc.
Other related duties as assigned.
Perform duties in accordance with established policies and procedures while giving primary consideration to personal safety, and the safety of coworkers and customers.

Qualifications:

3 to 5 years of work experience in an information systems environment is preferred.
Technical college/university graduate, with strong technical skills preferred.
Microsoft Certification preferred. (e.g. Microsoft Certified Systems Administrator (MCSA), Microsoft Certified Systems Engineer (MCSE), Office 365 certification or A+ Certification would be an asset.)
Technical and nontechnical communication skills.
Excellent interpersonal skills.
Excellent troubleshooting and problemsolving skills.

Jazz recognizes that the best talent includes people of all backgrounds, abilities and points of view.

To be a leader in our industry, Jazz celebrates diversity and values the uniqueness that each individual has to offer.

We empower our people to foster an internal culture of inclusion, creating safe workspaces where everyone can be their authentic self.

Meeting the needs of our diverse passengers is critical to our success and we recognize the importance of a workforce that is reflective of the communities we serve.

Requisition ID:

**YUL B