We are looking for a bilingual Service Desk Analyst (English & French) with 2-3 years experience to provide L1/L2 IT support to end users. You will handle incidents, service requests, and inquiries while ensuring high customer satisfaction and SLA adherence.
Key Responsibilities
- Provide L1/L2 IT support via phone, email, chat, and ticketing tools
- Communicate effectively in English and French
- Log, track, prioritize, and resolve incidents and requests
- Troubleshoot issues related to Windows, Office 365, Outlook, VPN, printers, hardware, and connectivity
- Perform user account management (Active Directory, password resets, access requests )
- Escalate unresolved issues following defined processes
- Follow ITIL processes and maintain accurate documentation
- Meet SLA targets and customer satisfaction goals
- Support shift-based / rotational schedules
Required Skills, Qualifications & Competencies
- Fluent in English & French (spoken and written) – mandatory
- Strong troubleshooting, problem-solving, and customer service skills
- Experience with ServiceNow or similar ticketing tools
- Good understanding of IT infrastructure and end-user computing
- Solid communication and documentation abilities
- Ability to multitask, manage time effectively, and work collaboratively in a team
- Experience supporting global users and enterprise environments (asset)
- Familiarity with remote support tools (asset)
- Bachelor’s degree in IT, Computer Science, or equivalent experience
Salary and Working hours
- Availability to work shifts (Monday–Friday, between 7:00 AM – 7:00 PM)