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Analyst, Service Desk (temporary 6 months)
Job ID #: 2103 Location: Canada - QC - Montreal - Domtar House
Functional Area: IT Department: Information Technology
Position Type: Full-Time Temporary Education Required: Technical Diploma
Experience Required: 2 years Relocation Provided: No
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Domtar is a leading provider of a wide variety of fiber-based products including communication, specialty and packaging papers, market pulp and absorbent hygiene products. With approximately 10,000 employees serving more than 50 countries around the world, Domtar is driven by a commitment to turn sustainable wood fiber into useful products that people rely on every day.

The IT Customer Service group provides its clients a unique point of contact for all incidents and service requests. It aims to provide an excellent service while controlling costs and improving client and employee satisfaction.

Reporting to the Manager, IT Customer Service, your main role will entail providing remotely fast and courteous telephone support for Domtar users with regard to incidents and service requests, so as to provide an adequate troubleshooting service.


Job Responsibilities/Accountabilities:  

  • Ensure the reception and the understanding of calls in order to provide the preliminary diagnostic of the incident reported;
  • Resolve first level technical problems;
  • Escalate calls and requests to second level support and/or appropriate department when required;
  • Ensure calls and requests are followed up until resolution.  In addition, ensure that follow up and closing of the incident is notified to user/client.

Key Skills: 

  • You are known for your ability to listen and enter data simultaneously;
  • You demonstrate punctuality and keep a good attendance record;
  • You are available for a variable work schedule;
  • Spoken and written, English & French is essential;
  • You are available to work on statutory holidays.

 Professional Experience/Qualifications: 

  • You hold a college diploma in information technology or an AEC;
  • You have a minimum of 2 years of experience in a similar role;
  • Knowledge of an incident or service request software is required;


You must successfully complete a selection process that includes interviews, aptitude tests (for some positions) and reference verification.


Domtar is an equal opportunity employer.  We invite women, Aboriginal peoples, persons with disabilities and members of visible minorities to apply.


Our offer:

  • A downtown location (Place des Arts metro)
  • A modern and spacious environment;
  • A pension plan with matching company contributions.



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