IT Service Desk Analyst (Bilingual – French & English)

Skillset - Service Desk L1, Bilingual (French, English)

About The Role

We are seeking a highly skilled and customer-focused IT Service Desk Analyst who is fluent in both French and English. In this role, you will provide technical support to end-users by troubleshooting software and hardware issues via phone, chat, email, and web. You will also be responsible for ensuring that all requests are accurately documented in ServiceNow, and that critical SLAs are met.

Key Responsibilities

Provide Bilingual IT Support

• Respond promptly to user inquiries in French and English through various channels (phone, chat, email, and web).
• Diagnose and troubleshoot software and hardware issues for desktops, laptops, and mobile devices.
  
  

Issue Resolution & Escalation

• Analyze issues, provide solutions, and escalate complex problems to appropriate teams.
• Follow up with users to ensure that issues are resolved to their satisfaction.
  
  

Documentation & Knowledge Management

• Accurately record all interactions and solutions in ServiceNow.
• Contribute to and maintain the knowledge base to assist with faster issue resolution.
  
  

Meet SLAs & Quality Standards

• Ensure that all service requests and incidents are handled within agreed-upon Service Level Agreements (SLAs).
• Maintain high-quality customer service and technical support standards.
  
  

Required Qualifications

• Fluency in French and English (verbal and written).
• 1-3 years of experience in an IT Service Desk or similar technical support role.
• Strong understanding of Windows OS, MS Office Suite, and general desktop hardware and software troubleshooting.
• Experience with ServiceNow or similar ticketing systems.
• Excellent communication, problem-solving, and multitasking skills.
  
  

Nice To Have

• ITIL Foundation certification.
• Experience supporting macOS, mobile devices, or specific applications relevant to your environment