Job prospects Call Centre Agent - Technical Support near Québec (QC)

Over the past few years (2021-2023), there was a labour shortage for User support technicians near Québec (QC). There were more job openings than workers available to fill them in this occupation.

Source Labour Market Information | Recent Trends Methodology

The employment outlook will be good for User support technicians (NOC 22221) in the Capitale-Nationale region for the 2024-2026 period.

The following factors contributed to this outlook:

• Employment growth will lead to several new positions.
• A moderate number of positions will become available due to retirements.
• There are a small number of unemployed workers with recent experience in this occupation.

Employment in this occupation is primarily driven by the demand for IT services. The majority of workers focus on system design and related services, while a portion are employed in the information, finance and insurance industries, as well as various other sectors, due to the widespread use of IT equipment in diverse professional environments.

The evolution of digital technologies, the increasing complexity of networks, and the proliferation of applications are transforming work methods, providing a significant advantage to these technicians workers.

Additionally, the geographical dispersion of work teams, as more and more organizations adopt hybrid work models, is expected to continue benefiting this professional group. Workers also require frequent support to perform their tasks efficiently.

However, the development of artificial intelligence could negatively affect the prospects of this occupation by automating many simple tasks and enabling the use of chatbots, thus reducing the need for human intervention. This will require a shift in skills towards this emerging new technology.

Here are some key facts about User support technicians in the Capitale-Nationale region:

• Approximately 1,790 people work in this occupation.
• User support technicians mainly work in the following sectors:
  • Professional, scientific and technical services (NAICS 54): 25%
  • Information, cultural, arts, entertainment and recreation services (NAICS 51, 71): 15%
  • Finance, insurance and Real estate and rental and leasing (NAICS 52-53): 15%
  • Provincial and territorial public administration (NAICS 912): 11%
  • Ambulatory health care services and hospitals (NAICS 621-622): 6%

Source Labour Market Information | Prospects Methodology