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Analyst, Service Desk

Req. #:  14188
Department: IT- Operations Centre
Location: Montreal, QC CA
Job Status: Permanent Full-time
Grade:  05
Category: Information Technology

To be successful in this role, the incumbent must provide first-level support, register and classify received incidents and undertake an immediate effort to restore a failed IT Service as quickly as possible, maintaining consistent communication with users regarding the status of the incidents. He is responsible for the processing of service requests using Request Fulfillment processes, in line with set objectives.

  • Coordinates the incident management process for calls made to the Service Desk.
  • Follows up on and tracks major incidents calls.
  • Follows up on single user requests and incidents.
  • Logs all relevant incident / service request details, allocating categorization and prioritization codes.
  • Provides research for the resolution of incidents assigned.
  • Provides users with One-Stop incident resolution assistance.
  • Provides first-level and enhanced problem resolution.
  • Advises users on system usage and outage.
  • Escalates incidents to the second level of support or Service Desk Team Leader, as appropriate.
  • Ensures new service requests are addressed within specified resolution time limits.
  • Identifies and reports weakness and applies controls to mitigate financial and operational risks.
  • Ensures compliance with regulatory requirements and internal policies.


  • University degree or College degree in Computer Science, with a minimum of  5 years of experience in an IT operations environment.
  • 2 years experience in IT support.
  • Ability to communicate in English & French, spoken and written.
  • Work well under pressure.

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The personal information gathered on this website is considered strictly confidential and will be used exclusively for recruitment purposes by the Human Resources department at The Standard Life Assurance Company of Canada. Under no circumstances will this information be used for other purposes or forwarded to a third party without the candidate’s authorization.

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