Salary :
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Global Service Desk Analyst - French Bilingual Analyst based in Canada.
Join a global IT support team dedicated to delivering exceptional end-user experiences and reliable technical assistance to clients worldwide. In this role, you will provide first-level support across IT and communication systems while helping users resolve technical challenges quickly and effectively. You will work in a collaborative, service-focused environment where communication, problem-solving, and customer care are highly valued. This position offers the opportunity to strengthen your technical skills, contribute to continuous service improvements, and collaborate with diverse teams across different regions. If you enjoy helping people, troubleshooting technology issues, and creating positive user experiences, this role offers a rewarding opportunity to make a direct impact.
Accountabilities
- Provide Tier I technical support for IT systems, applications, and communication tools through a global service desk environment.
- Receive, document, and manage customer issues using ticket management systems with accurate and detailed information.
- Analyze technical symptoms, assess urgency and impact, and provide timely resolutions whenever possible.
- Escalate incidents to appropriate Tier II support teams when first-contact resolution is not possible and monitor issues throughout their lifecycle.
- Support internal and external escalations by ensuring effective communication and timely follow-up.
- Deliver professional customer service through phone, written communication, and other support channels.
- Identify opportunities for process improvements and contribute ideas to enhance service delivery.
- Collaborate with colleagues and support teams to maintain high standards of technical support and customer satisfaction.
- Adapt to changing priorities and manage multiple requests in a fast-paced support environment.
Requirements
- 2+ years of experience in a technical support, help desk, or service desk role providing Tier I support.
- Fluency in both French and English, with strong professional written and verbal communication skills in both languages.
- Proven ability to troubleshoot and resolve technical issues effectively.
- Strong customer service mindset with the ability to build positive relationships with users and colleagues.
- Ability to remain calm, organized, and professional when handling high-pressure situations.
- Strong communication skills with the ability to explain technical concepts clearly to different audiences.
- Ability to adapt to changing customer needs and shifting priorities.
- Willingness and availability to work evenings and/or weekends when required.
- Familiarity with ITIL Incident Management practices is an asset.
- A+ certification or similar technical certifications are considered an advantage.
Benefits
- Competitive salary range of CAD $40,000 to $52,000.
- Remote work opportunity available across Canada.
- Comprehensive benefits package starting from day one.
- Retirement savings plan (RSP).
- Employee recognition programs.
- Opportunity to work with a global team supporting diverse clients and technologies.
- Collaborative workplace culture focused on learning, inclusion, and professional growth.
- Opportunities to develop technical support skills and advance within the IT services environment.
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