Service Desk Analyst

Why MicroAge
Trusted business partner and market leader that enables Client success through the adoption of information technology. MicroAge
provides organizations with managed IT services and business technologies, supported by a team of skilled professionals who strive
to anticipate the evolving needs of our Clients. We take pride in the premium quality, personalized services we deliver, and have
earned the privilege to be considered the partner of choice for many of Canada’s Fortune 1000 companies, small and medium
businesses, public sector organizations and educational institutions.

Our team is comprised of talented and passionate professionals that are encouraged to think outside the box. The MicroAge
environment is dynamic, where team members are appreciated for their involvement and rewarded for their contribution. Our
commitment to continuous improvement is supported by career development initiatives that include on-going skills training and
coaching. We help bring out the best in you.

The Position: Service Desk Analyst
Location: Laval (QC)

This position is permanent, full-time

Reporting to the Managed Services Delivery Manager, the Service Desk Analyst is responsible for the remote monitoring and
remediation, telephone support, deployment services, inventory control and coordination of onsite technical interventions.
Information Technology is at the core of our business

Objectives of the Position:

• Provide first-response to service incidents (end-user computing, printing, and connectivity) requiring telephone

support or remote remediation within the established SLA.

• Manage service incidents requiring escalation and/or on-site intervention.

• Interface effectively with the client during service interventions and proactively communicate with the Client until

confirmed resolution of the incident/request.

Primary Responsibilities:

• Perform entry-level to intermediate technical interventions, root cause analysis and provide escalation services for all

workstation and print devices including network connectivity (Level-1 incidents).

• Perform configuration, imaging and staging services on laptop and desktop computers.

• Accurately diagnose, categorize, and identify business impact and urgency and respond accordingly for all incidents and

service requests.

• Strive for first-call resolution and maintain the highest level of customer satisfaction.

• Stay abreast of new technologies, participate in MicroAge sponsored training initiatives, maintain personal certification

requirements, and obtain manufacturer certifications relating to the work environment, as required.

We are Looking for:

High performing individuals who:

• Possess a College diploma in the field of IT or equivalent technical certificate

• Are punctual, analytical and possess excellent communication skills and business acumen

• Are fully bilingual, written and spoken (to serve our French and English-speaking clientele)
• Are problem solvers with the ability to analyze, prioritize and understand the sense of urgency required to meet business

objectives.

• Possess technical proficiencies outlined below:

o Good knowledge and experience in administering and troubleshooting of:

o Hardware and software related issues on desktop and laptop computers and related peripherals
o Network connectivity
o Microsoft Windows 7/8/10 environments
o Standard Business Applications

o Basic knowledge and experience in the implementation and support of SMB internetworking infrastructure: LAN,
WAN and wireless appliances.

o Working knowledge and understanding of Antivirus, Anti-Malware and Next Generation Anti-Virus
o Intermediate knowledge and experience on Remote Management tools: N-Central, TeamViewer, GoToMeeting

and Microsoft Teams.
o Certifications an asset:

o Microsoft Certified Professional (MCP)
o CompTIA A

Working Conditions:

• Standard hours of operation for the MicroAge Service Desk are from 7:00am to 11:00pm from Monday to Friday, excluding

statutory holidays in the Province of Quebec. MicroAge also provides support services on Saturday and Sunday from 8:00am
to 8:00pm. A rotation schedule is established with all members of the team to ensure that service levels are maintained
throughout this period.

• A standard work week is 37.5 hours, however all technical resources are required to be available for overtime work, in order

to meet satisfactory level of service delivery.

We offer:

• Competitive remuneration.

• Comprehensive employee benefits package.

• Training, coaching and mentoring within a stimulating work environment.

• Possibility of work-from-home following the successful completion of the probation period.

• Career development with the possibility for advancement within the Company.

Are you interested in becoming a business technology advocate? Would you like to help businesses perform better through the
adoption of business technologies? We will be selecting only the best candidates that want to have fun, learn and be part of our
winning team. If interested, please send your resumé to: cv@nwd-microage.com.