Service Desk Analyst

February 21 2021
Industries Legal
Categories Information Technology, Help Desk, Installation, Maintenance, Repair, Analyst, Audio-Visual
Montreal, QC

Join the ranks of Stikeman Elliott, one of the most distinguished and respected corporate law firms in Canada. Voted one of the Best Employers in Canada for the past 11 years, Stikeman Elliott is always seeking to recruit the best and the brightest talents.

Job description: The incumbent will provide outstanding customer service for 1st level requests related to technological, office and audio-visual support. This includes IP telephony and smart phones to our internal customers. The incumbent will also be on-call on weekends on a rotational schedule distributed among other team members.

Working hours: 35 hours per week, from 9:30 a.m. to 5:30 p.m., but may be required to work after his or her regular hours depending on department needs.

Immediate report: This position reports to the Manager, IT Operations and Projects

Key Responsibilities:

Technical Support

  • Provide Level 1 support to solve technical and office automation problems
  • Forward Level 2 and 3 requests to the appropriate people and provide the appropriate follow-ups
  • Ensure proper documentation, recording and closure of tickets
  • Effectively communicate with requesters in a clear, positive, and professional manner


  • Respond to level 1 requests for audiovisual problem resolution
  • Assist internal and external clients with audiovisual equipment in the meeting rooms
  • Contribute to the continuous improvement of the audiovisual team's procedures and ways of handling issues
  • Participate in all stages of the smartphone life cycle (purchase, upgrade, inventory management, problem resolution, follow-up with suppliers, etc.).
  • Actively cooperate on special technology projects

Education an experience requirement:

  • Post-secondary Diploma in Computer Sciences or related field
  • Minimum of two years' experience in technological and/or audio-visual support
  • Thorough knowledge of Windows 10 operating system and Microsoft Office 365
  • Experience working in a law firm (an asset)


  • Bilingual spoken and written (French and English)
  • Available and flexible
  • Able to work alone and in a team
  • Attention to detail and willingness to learn
  • Excellent customer service
  • Positive attitude

Salary and benefits:

  • Salary commensurate with experience
  • Paid overtime
  • Competitive annual salary revision
  • Full range of benefits
  • Group RRSP with employer contribution
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