Bilingual Service Desk Analyst

frontlineMS is a global service provider, offering a full range of business process outsourcing for IT and accounting professionals within the legal industry. We offer complete coverage for any technology or support issues and are able to create cost-effective methods in accounts receivables management. In addition to IT support, we also develop cutting-edge software and applications in support of our services through an in-house development team. Successful candidates will share our values and have an interest in working with the latest technologies in support of our operations team to provide exceptional customer service to our clients. We are seeking Bilingual (English/French) Help Desk Support Analysts to join our team in downtown Toronto.

Essential duties and responsibilities include, but are not limited to:

• Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues.
• Effectively communicate with requesters in a clear, positive, and professional manner (by frontlineMS script, spelling, grammatical, and related guidelines);
• Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources;
• Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools;
• Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per client guidelines);
• Escalate unresolved issues to Team Leads.
• Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads promptly.

(Candidates must be fluent in both English and French, this will be confirmed during the interview process)

Positions are full-time. Benefits offered with the position include: medical, dental, short-term disability, paid holidays, and paid time off. frontlineMS is an Equal Opportunity Employer dedicated to workforce diversity.

Job Types: Full-time, Permanent

Payrate: C$ 42,000

Minimum requirements include:

• Candidates must reside in the Greater Toronto Area (GTA) to be considered for this opportunity
• Excellent analytical, problem-solving, and communication (verbal and written) skills.
• Ability to work with minimal supervision and demonstrate appropriate initiative when making decisions
• Excellent time-management, organizational, and communication skills
• Accuracy and the ability to handle a high volume of work efficiently are essential to this position
• Strong customer service focus, with the ability to work professionally in a call-center environment (remaining calm and professional with complex and/or technically-inexperienced requesters)
• Professional, accountable, and resourceful “team player” mindset

“We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.”