Bilingual Service Desk Analyst

Job Summary

Providing Level 1 technical support, the full-time remote Bilingual Service Desk Analyst will assist English and French-speaking users by resolving IT issues through phone, email, or chat while ensuring excellent customer service.

Key responsibilities

• Provide general IT end-user support and troubleshoot hardware and software issues
• Interact with customers to identify and diagnose technical problems, ensuring proper documentation and escalation of unresolved issues
• Maintain knowledge of Service Desk procedures and drive positive customer experiences through timely responses

Required qualifications

• Minimum 6 months' experience in a Service Desk or technical support role
• Minimum 6 months' customer service experience in a professional industry
• High School Diploma or GED
• Bilingual in English and French (both written and oral)
• Strong troubleshooting and documentation skills