Service Desk Analyst

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 environment;
  • 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);
• Bilingual (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.

About Jazz Aviation LP

Jazz Aviation LP (Jazz) is Canada’s largest regional airline and Air Canada’s primary Air Canada Express operator, connecting people and communities to approximately 70 destinations across North America.

With over 4,200 dedicated professionals, Jazz fosters a workplace united by purpose and supported by programs and policies that promote safety, diversity, and wellness. Jazz is proud to be recognized for its strong commitment to people and culture. Visit our Company Awards and Recognition page to learn more about the honours we've earned.

Join our award-winning team and be part of shaping the future of regional aviation!

Our commitment to diversity, equity, inclusion, and accessibility

We strive to make our workplace accessible and inclusive. To support your success, we can provide accommodations for people with disabilities, such as adjustments or assistive measures to remove barriers during the recruitment process. If you require any accessibility support, please contact us at [email protected].

Jazz values diversity and we empower our employees to foster an internal culture of inclusion. Jazz is committed to providing equitable opportunities for employment and career advancement and we will continuously work to create inclusive and accessible work environments to maximize individual potential as well as psychological health and safety. Meeting the needs of passengers is critical to our success and we recognize the importance of a workforce that is reflective of the communities we serve.