Desktop Support Analyst

Job Description

In collaboration with the Manager, End User Services, the incumbent supports the performance and continuous improvement of the IT Service Centre (ITSC). The role combines operational analysis, mobility management, service optimization, and technical support expertise to enhance the employee experience and improve IT service delivery. The incumbent works closely with multiple IT teams to identify improvement opportunities, support operational initiatives, and contribute to the evolution of workplace technology services.

What You’ll Accomplish

• Analyze ITSC priorities, workload, performance, trends, and key metrics (SLAs, ticket volumes, resolution times, and service requests) to identify opportunities for improvement;
• Develop dashboards, reports, and recommendations to support decision-making and operational performance;
• Support teams in the adoption and use of artificial intelligence tools and act as a subject matter resource for operational and analytical initiatives;
• Maintain and continuously improve ITSC procedures, documentation, and knowledge base content;
• Co-administer the organization’s mobile device fleet and oversee the complete lifecycle management of iPads;
• Administer mobility solutions, including Microsoft Intune and Apple Business Manager, and provide Level 2 technical support when required;
• Analyze vulnerabilities, coordinate security patching activities, facilitate escalations, and collaborate with cybersecurity, infrastructure, and systems administration teams;
• Participate in the optimization, automation, and continuous improvement of IT services, including reducing operational pain points and improving service delivery.

Qualifications

What You Bring

• College diploma or university degree in Computer Science, Information Technology, or a related field;
• Minimum of 5 years of experience in IT support, end-user support, IT service delivery, or mobile device fleet management;
• Minimum of 3 years of experience in an analytical role involving process improvement, operational optimization, or IT service analysis;
• Experience managing mobile devices, ideally within an iOS environment, and providing Level 2 technical support;
• Strong analytical, problem-solving, organizational, prioritization, customer service, and self-management skills;
• Excellent knowledge of Microsoft technologies and environments, including Windows 11, Windows 365, Citrix, Azure, Microsoft 365, Mobile Device Management (Intune), Apple Business Manager (DEP, VPP), and demonstrated comfort with AI tools such as Microsoft Copilot;
• Strong communication, collaboration, technical translation, customer service, and influence leadership skills;
• Knowledge of vulnerability management processes; experience within an IT service center environment or the airline industry, as well as familiarity with information security standards such as ISO 27001 and GDPR, are considered assets;
• Oral and written fluency in French and English*.

Additional Information

*A good knowledge of French is required for positions in Quebec. The incumbent will be required to communicate and collaborate frequently in English, both orally and in writing, with colleagues, customers, and other stakeholders in Quebec, the rest of Canada, and internationally.

**Artificial intelligence tools are used to analyze applications, whether to sort or preselect profiles based on criteria related to job requirements. All applications are then reviewed by our recruitment team to ensure a fair and inclusive process.

Employment Equity

At Transat, we foster an environment where inclusiveness, respect and equity reign. We endeavour to build a workforce that reflects the diversity of our customers as well as the communities to which we travel. We encourage women, members of visible minorities, ethnic minorities, aboriginal peoples as well as people with disabilities to submit their candidacy. Transat will accommodate people with disabilities throughout the recruitment and selection process. If you require an accommodation, please contact us in order to work together in meeting adequately your needs.