POSITION OVERVIEW

We are seeking a bilingual IT Service Desk Analyst fluent in French and English to join our dynamic team. You will be the first point of contact for IT support, handling technical issues, logging tickets in ServiceNow, and delivering exceptional customer service to a global workforce.

REQUIRED SKILLS & QUALIFICATIONS

• Bilingual proficiency in French and English (verbal and written).
• 1–3 years of experience in IT Service Desk or technical support roles.
• Proficiency with ServiceNow (or similar ITSM tool).
• Strong technical troubleshooting skills, including basic support for Windows, MS Office, and network connectivity.
• Excellent communication and customer service skills.
• Ability to work effectively in a 24/7 rotational shift environment, including nights and weekends.
• Certifications such as ITIL Foundation, CompTIA A+, or equivalent are a plus.
  Job Type: Fixed term contract
  Contract length: 12 months
  Pay: $18.00-$20.00 per hour
  Expected hours: 8 per week

Experience:

• IT Service Desk: 2 years (required)

Language:

• French (required)

• Provide prompt first-line support for hardware, software, network, and application issues.
• Log, track, and manage incidents and service requests using the ServiceNow ticketing system (or similar ITSM tool).
• Accurately document issues, actions taken, and resolutions provided.
• Troubleshoot and resolve technical incidents, escalating to higher-level support when required.
• Communicate effectively in French and English, ensuring clarity and empathy in every interaction.
• Collaborate with team members to maintain and improve knowledge base documentation.
• Follow ITIL best practices and organizational security/compliance standards.
• Contribute to continuous service improvement initiatives.