Service Desk Operator

About the role

As a Service Desk Operator you will be the first point of contact for users, handling incidents and service requests across Windows environments, common desktop software, hardware, telephony, video conferencing and mobile devices. You will ensure incidents are logged, categorized, prioritized and resolved while maintaining clear communication with customers.

Key responsibilities

• Log, diagnose, resolve, escalate and close incidents, maintaining ownership throughout the process.
• Provide technical support for Windows 7/10, Microsoft Office, automated software distribution, telephony, video‑conferencing and mobile devices (iPhone, iPad, Surface Pro).
• Accurately categorize and prioritize tickets, update status promptly and communicate progress to users.
• Deliver after‑hours/on‑call support when required.
• Perform onsite IMACD (Install, Move, Add, Change, Decommission) tasks at user locations.

Required profile

• Bachelor’s or Master’s degree in Computer Science, IT or a related field.
• At least 1 year of experience as a Service Desk Operator or IT Support Specialist.
• Fluent in English and French, with strong written and verbal communication skills.
• Good understanding of networking concepts and protocols.
• Ability to work under pressure, be flexible and maintain a customer‑focused attitude.

Required skills

• Windows 7 and Windows 10 operating systems.
• Microsoft Office Suite.
• Mobile device support (iPhone, iPad, Microsoft Surface Pro).
• Telephony and video‑conferencing tools.
• Automated software distribution systems.
• Networking protocols and basic network troubleshooting.
• Ticketing and CMDB tools.
• VPN configuration and troubleshooting.
• PC/Laptop/Tablet hardware troubleshooting.

What we offer

• Modern work environment with competitive compensation.
• Personalized development plan for career growth.
• Opportunity to work on large‑scale projects impacting millions of citizens.
• Diverse and inclusive team of experienced professionals.