Location: Montreal, QC
Work Arrangement: Hybrid
Employment: Full Time
Job Description We are seeking a Bilingual French Support Analyst to provide Level 1 technical support and serve as the primary point of contact for user requests. The role requires strong communication, case management, incident handling, and escalation skills to ensure timely resolution within defined service levels.
Key Responsibilities Provide Level 1 support for all in-scope IT services
Act as the Single Point of Contact (SPOC) for user requests and incidents
Resolve issues on first contact whenever possible and route complex issues to the appropriate support teams
Perform active case management and maintain end-to-end ownership of assigned requests
Coordinate with downstream support groups to drive issues through to resolution
Monitor incident and problem status to ensure timely closure within defined SLAs
Escalate incidents and problems according to established escalation procedures
Develop and maintain call prioritization guidelines and escalation processes




Maintain accurate case documentation and provide clear communication to users and support teams
Required Skills Strong French and English bilingual communication skills
Knowledge of incident, problem, request, and escalation management
Experience with case/ticket management and SLA-driven support
Solid customer service, troubleshooting, and communication skills
Ability to manage multiple requests and coordinate with technical support teams
Required Skills Experience in Level 1 IT/service desk support
Strong French and English bilingual communication skills
Knowledge of incident, problem, request, and escalation management
Experience with case/ticket management and SLA-driven support
Strong customer service, troubleshooting, and communication skills
Ability to manage multiple requests and coordinate with technical support teams

#J-18808-Ljbffr

📌 Support Analyst – Bilingual French-5 (Quebec City)
🏢 Realign
📍 Quebec City