About Company
Are you a problem-solver with a knack for technical support? Career.zycto is a dynamic and rapidly growing IT services firm dedicated to fostering an environment where innovation thrives and employee well-being is paramount. We champion a collaborative culture, empowering our team members to excel while making a tangible impact on client success. For a Service Desk Analyst, this means joining a supportive team committed to your professional development, offering unique benefits like provided accommodation to ensure you’re settled and ready to contribute from day one. Join us and shape the future of IT support in a company that truly invests in its people.
Job Description
Career.zycto is seeking a dedicated and client-focused Service Desk Analyst to join our expanding team in LaSalle, Montreal. This unique opportunity includes provided accommodation, ensuring a smooth transition and comfortable living arrangement as you embark on your career with us. As the first point of contact for our internal and external users, you will play a critical role in delivering exceptional technical support, resolving IT issues promptly, and ensuring seamless operations across various systems and applications. Your ability to troubleshoot, communicate clearly, and maintain a positive attitude under pressure will be key to your success. We are looking for someone who is not just technically proficient but also passionate about user satisfaction and committed to continuous improvement. If you thrive in a fast-paced environment where your problem-solving skills are valued and your growth is encouraged, we invite you to apply. This role offers the chance to work with a diverse range of technologies and contribute directly to our reputation for outstanding service delivery. You’ll be part of a team that champions collaboration, innovation, and a proactive approach to IT support, working towards solutions that enhance productivity and user experience daily. Join Career.zycto and become an integral part of our mission to provide unparalleled technical assistance.
Key Responsibilities
- Provide first-level technical support to users via phone, email, and chat, addressing a wide range of IT-related inquiries and issues.
- Diagnose and resolve hardware and software problems for desktops, laptops, printers, and mobile devices.
- Assist users with account management, network connectivity, and support for common business applications (e.g., Microsoft Office 365, CRM systems).
- Escalate complex or unresolved issues to appropriate senior IT staff or specialized teams, ensuring detailed documentation of troubleshooting steps.
- Document all service desk interactions, resolutions, and knowledge base articles within the ticketing system.
- Maintain accurate records of IT assets and software licenses.
- Contribute to the creation and updating of self-help guides, FAQs, and internal documentation.
- Adhere strictly to IT policies, procedures, and service level agreements (SLAs) to ensure consistent service delivery.
- Proactively identify and suggest improvements to IT support processes and tools to enhance user experience and operational efficiency.
- Perform on-site support as required for hardware installations, troubleshooting, and desk moves within the LaSalle office.
Required Skills
- 2+ years of proven experience in a Service Desk, IT Support, or similar technical assistance role.
- Proficiency with Windows operating systems (Windows 10/11) and the Microsoft Office 365 suite.
- Strong understanding of fundamental networking concepts (TCP/IP, DNS, DHCP, VPN).
- Experience with Active Directory for user and group management, password resets, and account provisioning.
- Familiarity with common IT ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Desk).
- Excellent verbal and written communication skills in English.
- Demonstrated strong problem-solving, analytical, and critical thinking abilities.
- Ability to work effectively both independently and collaboratively within a team environment.
- A customer-centric approach with strong interpersonal skills and a positive, helpful attitude.
Preferred Qualifications
- Bilingualism (English and French) is a significant asset.
- ITIL Foundation certification.
- Experience with remote support tools and methodologies.
- Knowledge of mobile device management (MDM) solutions.
- Experience supporting macOS environments.
- Relevant industry certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate).
Perks & Benefits
- Provided accommodation in LaSalle, Montreal, easing your transition and living arrangements.
- Competitive annual salary and a comprehensive benefits package.
- Significant opportunities for professional development and career advancement within a growing company.
- A dynamic, collaborative, and supportive work environment that values innovation.
- Generous paid time off, including vacation and statutory holidays.
- Comprehensive health and dental insurance plans.
- Access to cutting-edge technology and tools to facilitate your work.
- Regular team-building events and social activities to foster connection.
How to Apply
Interested candidates are invited to click the application link below to submit their resume and a cover letter detailing their relevant experience and why they are a great fit for Career.zycto. Please highlight any experience working in a role that required relocation or adapting to new living arrangements. We encourage all qualified applicants to apply!
