Analyste associé du service d’assistance / Service Desk Analyst (L1/Associate)

Les Films Sony Imageworks Québec Inc. sont situés sur le territoire traditionnel non cédé des Premières Nations Kanien’keha:ka (Mohawk). Nous nous engageons à respecter les terres ancestrales et à travailler avec les communautés en vue de la réconciliation.

Les Films Sony Imageworks Québec Inc.700, rue Saint-Hubert, bureau 400, Montréal (QC) H2Y 0C1

À temps plein, pour un projet

Excellentes compétences de communication en français et en anglais. Le ou la titulaire du poste doit interagir avec des fournisseurs de services TI, des éditeurs de logiciels et des partenaires technologiques dont les équipes de soutien proviennent d’une province anglophone et de pays anglophones. Ces échanges incluent des appels, des courriels, des suivis de tickets et des réunions de coordination. Les bulletins de sécurité, les mises à jour logicielles, les alertes de vulnérabilité et les publications techniques sont souvent diffusés uniquement en anglais. L’accès à ces ressources est essentiel pour assurer la stabilité, la sécurité et la conformité des opérations.

Avantages sociaux selon la politique de l’entreprise : soins de santé, remboursement des frais de scolarité, REER, congés maladie et vacances, augmentations salariales applicables. 

As a Level 1 Service Desk Analyst, you will be the first line of support for the organization, receiving incident reports and service requests from internal clients, recording them in the ITSM system, resolving where possible and escalating them to Level 2 or 3 if you are unable to resolve them. You will also be assigned to certain projects or other initiatives as time permits. The successful candidate will be an ambassador for fostering positive change.

• Bachelor’s degree, with a preference for Computer Science, Engineering or other technical degree or relevant experience

• ITIL Foundation Certificate

• 2+ years’ experience working on a helpdesk or other customer service role, preferably in a Media related industry
• Experience in customer service management techniques
• Experience working in a Linux or Windows environment providing technical support
• Experience working with FreshService or a similar service management system
• A true team player with great communication and interpersonal skills

• Responds to common requests for service by providing information to enable fulfillment.
• Promptly allocates unresolved calls as appropriate
• Maintains records, informs users about the process and advises relevant persons of actions taken

• Provides first line investigation and gathers information to enable incident resolution and allocate incidents
• Accurately logs, categorizes, and prioritizes all incoming incidents from various channels, ensuring all necessary information is captured for an efficient resolution process.
• Advises relevant persons of actions taken
• Acts as a key communication point during IT service interruptions, ensuring stakeholders are informed according to established procedures.
• Accountable for achieving key performance indicators (KPIs) such as First Contact Resolution (FCR), Time to Resolution (TTR), and customer satisfaction (CSAT) scores.

• Follows agreed procedures to perform simple installations, replace consumable items and check the correct working of installations
• Documents and reports on work done

• Assists in the investigation and resolution of network problems

• Assists in the investigation and resolution of issues relating to applications

• Performs simple security administration tasks. Maintains relevant records and documentation

• Maintains knowledge management systems and content to meet business needs

• Uses agreed procedures to maintain an accurate register of assets
• Performs activities related to the administration of assets

• You will establish a clear understanding of the company's vision, goals and strategy and actively contribute to the achievement of the goals and execution of the strategy
• Results-oriented with a history of consistently meeting deadlines
• Excellent written and spoken technical English
• Ability to communicate in French an asset
• Ability to work with distributed teams

We value unique perspectives, and want diverse, unique talent to work with us. We encourage candidates from all identities to apply.

Sony Pictures Entertainment is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, age, sexual orientation, gender identity, or other protected characteristics.