Service Desk Analyst

Main Functions

Our Service Desk team is looking for key members to join our team. If you possess the technical knowledge and quickly identify, diagnose, and troubleshoot end-user support issues to ensure they are successfully resolved, then we would like to hear from you! 

Key Accountabilities

• Primary contact for answering, evaluating, and prioritizing Service Desk requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
• Provide initial Service Desk support to end users on a variety of issues.
• Responsible to monitor all open requests and incidents to ensure timely resolution, escalating for assistance when appropriate
• Assign requests or incidents to appropriate queues for follow up with the employee
• Responsible to log a ticket for any issues received via walk in, phone, MS Teams or e-mail in our IT ticketing system.
• Handle problem recognition by contacting end users to collect information about problems or incidents and lead the user through diagnostic procedures to determine the source of the error
• Document and communicate knowledge with the rest of the team to improve service levels, by developing and maintaining “how to” procedures and knowledgebase articles

Technical skills

Required

• Knowledge on Windows servers and Active Directory

An asset

• Experience with a ITSM tool
• Knowledge on Intune or SCCM

Personal abilities

Required

• Able to simplify technical terms
• Customer service
• Experience in incident, problem and knowledge management

An asset

• Knowledge in Scripting Powershell

General criteria

Required

• French intermidiate verbal and written

An asset

• IT related certification like ITIL, A+, CCNA

Organization

Lallemand is a privately held Canadian company founded in the late 19th century, which develops, produces, and markets microorganisms for various markets. The administrative offices of the parent company are in Montreal, Canada. Today, Lallemand employs more than 4,500 people working in more than 45 countries on 5 continents.

Lallemand's corporate division encompasses all of the support services offered to our branches. Its goal is to optimize internal processes, ensure that your operation is running smoothly, and that your strategy is well thought-out.

Our corporate branch's head office is located in Montreal, Canada, and relies on a team that specializes in: Management; Finance and accounting; Engineering; Research and Development (R&D); Human Resources (HR); and Information Technology (IT). If you want to help bring enthusiasm, collaboration and innovation to our workplace, we'd love to get to know you!

Please take note that accommodations will be provided in all parts of the hiring process. Applicants need to make their needs known in advance.