Position: Service Desk Analyst
Experience: 4+ Years
Job Type: Full time
Bilingual Support: French
Position Overview:
We are seeking a dynamic and results-oriented Customer Facing enthusiast to join our Talent Support team. The ideal candidate will be a passionate individual with a strong background in customer service. As a Customer Facing support engineer, you will play a pivotal role in ensuring our customers’ success and satisfaction while guiding and inspiring your team to deliver exceptional service.
Responsibilities:
- Should have Strong communication on French and English skills, both verbal and written
- Provide first-line support for technical issues via phone, email, and chat and understand their concerns and provide prompt and accurate solutions
- Troubleshoot hardware and software issues, including operating systems, system/laptop issue applications, VDI, MS office and network connectivity.
- Document incidents and service requests in the ticketing system, ensuring accurate information is captured.
- Log, categorize, prioritize, and track technical support issues using an ITSM tool
- Escalate complex issues to senior team members or other IT departments as necessary.
- Assist in the development and maintenance of knowledge base articles.
- Ensure compliance with company policies, procedures, and service level agreements (SLAs) in delivering support services
- Participate in team meetings and contribute to process improvement initiatives.
- Mentor junior staff and assist in training new team members.
- Experience with Active Directory and user account management.
- Basic knowledge of networking concepts and troubleshooting.
- Basic knowledge on Windows 10 / 11.
- Knowledge of MS Office troubleshooting.
- Excellent Communication Skills is a must
Job Type: Full-time
Pay: $22.00-$24.00 per hour
Expected hours: 40 per wee

Please refer the Job description for details