Bilingual (French/English) Help Desk Analyst to resolve IT support issues using troubleshooting and customer support processes - 1849

S.I. Systems Ltd.; Toronto; Remote; CAD 40,000 - 55,000; Full time

Job summary

S.I. Systems Ltd. is hiring a Bilingual (French/English) Help Desk Analyst to resolve IT issues primarily via phone.

Montreal-based with remote work and occasional on-site events 2-3 times a year. The role supports Advisors and their Assistants with day-to-day IT problems, guiding users, using knowledge bases, and escalating when needed. Training will be provided with emphasis on customer service and problem solving.

Qualifications

• Minimum 2+ years in call centre or technical support environment.
• Strong de-escalation and ability to remain calm under pressure.
• Excellent communication with a white-glove customer service mindset.
• Technically inclined with strong troubleshooting and problem-solving abilities.
• Fully bilingual in French and English (verbal and written).
• High school diploma required.

Responsibilities

• Help people with IT issues by answering calls from the Advisor community, listening carefully to understand the problem, asking clear questions to identify the right solution, using the Knowledgebase and experience to fix issues, and explaining things clearly to clients.
• Use our Knowledgebase, online chats with colleagues, and coaching from teammates to resolve issues and support customers.
• Record clear notes after each call detailing the solution or next steps and help enhance the Knowledgebase by sharing what you learn.
• Participate in structured training at the start, build confidence before handling calls independently, and continue learning new systems and solutions over time; work with the team to find solutions and improve daily tasks.

Skills

Call centre experience

De-escalation skills

Excellent communication

Troubleshooting

Bilingual in French and English

High school diploma

Education

High school diploma

Tools

ServiceNow

Active Directory

Job description

Bilingual (French/English) Help Desk Analyst to resolve IT support issues using troubleshooting and customer support processes - 1849

Location: Montreal - Primarily Remote - There are no specific on-site days, requirement is to go in for events which could be 2/3 times a year.

The main job is to help Advisors, their Assistants and Multi-Advisor Corporations with their everyday IT problems, ranging from simple to complex, mainly over the phone. Incumbent will support them by helping them get their issues resolved efficiently and calmly.

Incumbent do not need to know everything on day one. There will be training and support provided as you learn more about the job.General Knowledge of IT and experience working with troubleshooting hardware and software is expected.

Must Haves

• Minimum 2+ year experience in a call centre and/or technical support environment
• Strong de-escalation skills and ability to remain calm under pressure
• Excellent communication skills with a white-glove customer service mindset
• Technically inclined with strong troubleshooting and problem-solving abilities.
• Fully Bilingual in French and English (verbal and write)
• High school required.

Nice to Have

• Experience with ServiceNow or other ticketing systems
• Familiarity with Active Directory
• Strong general technical aptitude and troubleshooting depth

Responsibilities

1. Helping people with IT issues

• Answer calls from the Advisor community
• Listen carefully to understand the problem
• Ask clear questions to find the right solution
• Use our Knowledgebase and your experience to help fix our clients issues
• Explain things in a clear, simple way

A successful candidate's main role is to make sure the client knows what will happen next if the issue is something incumbent can't fix.

2. Using support and tools

• Search the Knowledgebase using keywords
• Ask colleagues for help through online chats
• Get support from coaches and experienced teammates

3. Recording and sharing information

• Record clear notes after each call, detailing the solution or next steps
• Help enhance our Knowledgebase by sharing what you learn

4. Learning and growing

• Take part in structured training in the start
• Build confidence before handling calls independently
• Continue learning new systems and solutions over time
• Work together with the team to find solutions, sharing ideas and learning from each other
• Look for small practical ways to make daily tasks easier for your team
• We do not expect incumbent to know everything. Learning is part of the job.

Duration: 6 months to start

Disclaimer:

AI may be used in evaluating candidates.

This posting is for an existing vacancy.