We are seeking a bilingual Service Desk Analyst (English & French) to provide first-level IT support to end users. The role involves handling incidents, requests, and inquiries while ensuring high customer satisfaction and meeting defined SLAs.Work Location: Mississauga - 5 days officeSalary: CAD 45,000 to CAD 50,000 yearlyKey ResponsibilitiesProvide L1/L2 IT support via phone, email, chat, and ticketing toolsHandle customer interactions fluently in English and FrenchLog, track, prioritize, and resolve incidents and service requestsTroubleshoot issues related to Windows, Office 365, Outlook, VPN, printers, hardware, and network connectivityPerform user account management (AD, password resets,



access requests)Escalate unresolved issues to relevant support teams as per processFollow ITIL-based processes and maintain accurate documentationEnsure SLA and customer satisfaction targets are metSupport shift-based operations (including rotational shifts, if required)Required Skills & QualificationsFluent in English and French (spoken and written) – mandatoryStrong troubleshooting and customer service skillsExperience with ServiceNow or similar ticketing toolsBasic understanding of IT infrastructure and end-user computingGood communication, documentation, and interpersonal skillsEducational QualificationBachelor’s degree in IT, Computer Science, or equivalent experienceNice to HaveExperience supporting global customers#J-18808-Ljbffr

📌 Bilingual Service Desk Analyst (English & French) - C$45,000 - C$50,000 A Year (Winnipeg)
🏢 HCLTech
📍 Winnipeg