{"id":3757596,"url":"https://alion.io/job/transat-desktop-support-analyst","title":"Desktop support Analyst","company":{"id":6993,"name":"Transat","domain":"transat.com","url":"https://alion.io/company/transat-at","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Montreal, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"Copilot","optional":false},{"name":"GDPR","optional":false},{"name":"ISO 27001","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-04T14:30:50Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-05T08:29:18Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Be part of the journey!\nOur mission is to be the preferred airline of our customers and our team.\nOpen-mindedness, concern for others, intelligence at work and, above all, a healthy dose of fun enable us to achieve great things every day. Our dedication has earned us the title of the world's best leisure airline multiple times, and we're just getting started.\nWant to join us? You will have the chance to enjoy exclusive travel privileges to explore the world and create unforgettable memories. You will also have the opportunity to work in a modern, inspiring environment.\n 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.\nWhat You’ll Accomplish\nAnalyze ITSC priorities, workload, performance, trends, and key metrics (SLAs, ticket volumes, resolution times, and service requests) to identify opportunities for improvement;\nDevelop dashboards, reports, and recommendations to support decision-making and operational performance;\nSupport teams in the adoption and use of artificial intelligence tools and act as a subject matter resource for operational and analytical initiatives;\nMaintain and continuously improve ITSC procedures, documentation, and knowledge base content;\nCo-administer the organization’s mobile device fleet and oversee the complete lifecycle management of iPads;\nAdminister mobility solutions, including Microsoft Intune and Apple Business Manager, and provide Level 2 technical support when required;\nAnalyze vulnerabilities, coordinate security patching activities, facilitate escalations, and collaborate with cybersecurity, infrastructure, and systems administration teams;\nParticipate in the optimization, automation, and continuous improvement of IT services, including reducing operational pain points and improving service delivery.\n What You Bring\nCollege diploma or university degree in Computer Science, Information Technology, or a related field;\nMinimum of 5 years of experience in IT support, end-user support, IT service delivery, or mobile device fleet management;\nMinimum of 3 years of experience in an analytical role involving process improvement, operational optimization, or IT service analysis;\nExperience managing mobile devices, ideally within an iOS environment, and providing Level 2 technical support;\nStrong analytical, problem-solving, organizational, prioritization, customer service, and self-management skills;\nExcellent 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;\nStrong communication, collaboration, technical translation, customer service, and influence leadership skills;\nKnowledge 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;\nOral and written fluency in French and English*.\n *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.\n**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.\nEmployment Equity\nAt 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.","description_format":"text","description_chars":4625,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"French","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Travel Agencies","Tour Operators","Commercial Aviation"],"lifecycle":[{"event":"open","at":"2026-11-04T17:27:10Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":19,"reasons":["conf:2","win:early"],"computed_at":"2026-11-05T05:54:30Z"},"pay":null,"html_url":"https://alion.io/job/transat-desktop-support-analyst","json_url":"https://alion.io/job/transat-desktop-support-analyst.json","meta":{"generated_at":"2026-11-05T14:02:05Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18039,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-06T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6993},"rest":"https://alion.io/mcp/rest/get_company?id=6993"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftransat-desktop-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftransat-desktop-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftransat-desktop-support-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/transat-desktop-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftransat-desktop-support-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3757596}},{"tool":"search_jobs","arguments":{"company":"transat.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3757596},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}