Desktop Analyst

Company Description

Be part of the journey!

Our mission is to be our customers' and team's favorite airline.

Open-mindedness, care for others, intelligence at work, and above all, a good dose of fun allow us to accomplish great things every day, such as becoming the first international tour operator to obtain Travelife certification for our commitment to sustainable tourism. We have also won the title of world's best leisure airline several times. And this is just the beginning.

Want to join us? From day one, you will enjoy travel privileges to discover the world. You will also have the opportunity to work in modern and inspiring work environments.

Job Description

Job Description

Evolving rapidly, Transat's Information Technology Services Directorate (ITSD) is looking for a rigorous and analytical Desktop Analyst to support the performance of the IT Service Desk (ITSD). Reporting to the User Service Sector Manager, the person contributes to improving ITSD operations, manages the mobile fleet of iPads, and actively participates in reducing vulnerabilities in the computer park.

Responsibilities

• Analyze priorities, workload, performance, trends, and ITSD indicators (SLA, volumes, delays, tickets) to identify improvement opportunities;
• Produce dashboards, reports, and recommendations to support decision-making and operational performance;
• Support teams in using artificial intelligence tools and act as a resource person on operational and analytical aspects;
• Maintain and evolve procedures, documentation, and the ITSD knowledge base;
• Co-administer the organization's mobile device fleet and ensure complete lifecycle management of iPads;
• Administer mobility solutions, notably Intune and Apple Business Manager, and provide level 2 technical support when required;
• Analyze vulnerabilities, coordinate security patches, facilitate escalations, and collaborate with cybersecurity, infrastructure, and systems administration teams;
• Participate in optimization, automation, and continuous improvement of IT services, including reducing operational irritants.

Qualifications

Qualifications

• College or university diploma in computer science, information technology, or a related field;
• Minimum of 5 years of experience in IT support, user support, IT services, or mobile fleet management;
• Minimum of 3 years of experience in an analytical role, process improvement, or IT operations optimization;
• Experience in mobile device management, ideally in an iOS environment, as well as level 2 technical support;
• Strong analytical, problem-solving, autonomy, priority management, and customer service skills;
• Excellent command of Microsoft environments (Windows 11, Windows 365, Citrix, Azure, Microsoft 365), MDM solutions (Intune), Apple Business Manager (DEP, VPP), as well as ease with AI tools, including Microsoft Copilot;
• Strong skills in analysis, communication, popularization of technical concepts, collaboration, customer service, and influencing leadership;
• Knowledge of vulnerability management processes; experience in an IT service desk or the airline industry, as well as knowledge of information security standards (ISO 27001, GDPR), are assets;
• Oral and written mastery of French and English*.

Additional Information

Additional Information

*A good command of French is required for positions in Quebec. The incumbent will need to communicate frequently in English, orally and in writing, with colleagues, clients, or other stakeholders, both in Quebec and internationally.

**Artificial intelligence tools are used for candidate analysis, whether to sort or pre-select 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

Transat is committed to fostering an inclusive and respectful environment where equity prevails. We strive to bring together a workforce that reflects the diversity of our customers and the communities in which we travel. We therefore encourage women, visible minorities, ethnic minorities, Indigenous peoples, and persons with disabilities to apply. Transat will accommodate persons with disabilities throughout the selection and hiring process. If you need accommodation measures, please contact us so that we can work together to meet your needs appropriately.