Montreal, Quebec, Canada
Do you want to experience the essence of a large organization in a company with a personal touch? Come and work with us! We are looking for creative, innovative, and collaborative people like you to join our team.
At the heart of Alithya’s values is the well-being of our employees and their families. That's why, we continue to follow the Public Health Agency of Canada’s recommendations closely.
We remain close to you, while keeping our distance via Phone, Skype, Zoom or however you like.
Take your ambitions to the next level
You will be a key member of the Corporate IT team and report to the Enterprise IT Operations Director. You will have the opportunity to work with various delivery teams and expand your skillset through our various services and solutions as well as directly improve our service quality and employee satisfaction.
You will oversee tickets handled by our service desk (outsourced), as well as those assigned to our internal IT Support groups. You will also be responsible for Service Request Management, ensuring the Standard Service Requests are properly executed by the service desk, and also gather requirements and coordinate internal Non-Standard Service Requests. Some of your tasks will include:
Oversee Incident and Service Request management;
Prepare Management Reports;
Be the Help Desk's primary point of contact for the Help Desk, end-user escalations and internal IT groups;
Identify and implement improvements with a focus on Continuous Service Improvement;
Ensure the highest quality of end-user knowledge articles (How to, Known issues/solutions, Guidelines…);
Ensure ticket resolution and execution meet the requirements and expectations;
Collaborate with our Communications and Marketing department regarding end-user IT Communications;
Monitor and report on service levels;
Perform annual service provider evaluation;
Ensure and maintain the end-user's highest satisfaction.
When it just clicks!
Does this sound like you?
Hold a College degree and be ITIL v3 certified;
Have at least 10 years of experience in the field;
Currently in a Senior Consultant position or higher;
Excellent diagnostic skills (quick and efficient);
A problem solver and a great team player;
Capacity to work autonomously and proactively;
At least 5 years of working experience in related field (Service Request, Incident, Help Desk);
Ability to coordinate projects/tasks and provide excellent customer service;
HDI Certification and any experience with FreshService are considered assets;
Excellent communication skills (written and spoken). Languages required:
Life at Alithya
37.5 hours per week;
Opportunities to develop and grow your career;
Work with diverse technologies, projects, clients and sectors;
Spend your days in a creative and innovative environment;
Share experience and knowledge as part of an agile and dynamic team;
A great balance between work and personal life;
Access to exciting educational opportunities (internal, conferences, events, courses, certifications, etc.);
Personal recognition of your important professional contributions;
Great cultural diversity across our teams.
Why join our team?
Because creativity, passion, integrity and wellness are the company’s core values, we are looking for people like you who are enthusiastic, innovative, open-minded, team players and eager to learn.
Working at Alithya is a chance to be part of an energetic, dynamic, and growing team of more than 2,000 professionals in Canada, the United States and France. Our diverse practices and the extensive major projects entrusted to us by our prestigious clients allows us to offer many high growth potential opportunities to our employees in well-established technologies.
Alithya Group is an advocate for workforce diversity and as such, encourages the participation of women in management roles. We belong to the 30% Club, which encourages women’s access to leadership positions.