French & English Service Desk Analyst

eXcell; Quebec; On-site; CAD 45,000 - 60,000; Full time

Job summary

A leading IT support service provider located in Canada is seeking a dedicated IT Support Specialist. This role involves being the primary point of contact for IT-related issues, triaging support requests across various channels, and documenting incidents accurately. Candidates should possess a high school diploma, strong customer service skills, and at least 24 months of IT support experience, with bilingual communication abilities in French and English. A comprehensive benefits package is offered, ensuring a supportive work environment.

Benefits

Comprehensive benefits package

Paid holidays

Paid parental leave

Career guidance and reemployment assistance

Qualifications

• Minimum of 24 to 30+ months of IT support experience.
• Strong verbal and written communication skills.
• Ability to build trust and confidence.

Responsibilities

• Serve as the primary point of contact for IT-related issues.
• Triage issues through multiple communication channels.
• Troubleshoot and resolve basic end-user issues on first contact.

Skills

Bilingual in French and English

Strong customer service skills

Basic troubleshooting knowledge

Education

High school diploma or equivalent

Tools

Microsoft 365

IT Service Management tools

Job description

Why consider this job opportunity

• Comprehensive benefits package including medical, dental, vision, and life insurance.
• Paid holidays (up to 6 days annually) and paid time off (minimum of 10 days annually).
• Paid parental leave (minimum of 10 days annually).
• Opportunity to work in a supportive environment with career guidance and reemployment assistance.
• W2 employment only, providing stability and structure in your role.

What to Expect (Job Responsibilities)

• Serve as the primary point of contact for IT-related issues for employees via a telephony call center.
• Triage issues and service requests through various channels including ticketing system, phone, email, and chat.
• Document all details of incidents or service requests accurately into the IT Service Management tool.
• Troubleshoot and resolve basic end-user issues upon first contact when possible.
• Create and update knowledge articles, FAQs, and user guides to enhance support resources.

What is Required (Qualifications)

• High school diploma or equivalent.
• Minimum of 24 to 30+ months of IT support experience.
• Excellent verbal and written communication skills in both French and English.
• Strong customer service skills with the ability to build trust and confidence.
• Basic knowledge of computer software and hardware troubleshooting, including PCs and Microsoft 365 applications.

How to Stand Out (Preferred Qualifications)

• Associate's or Bachelor's degree in science, technology, engineering, math, or a related field.Familiarity with ITIL Foundations.
• Working knowledge of Active Directory and general networking principles.
• Ability to write and improve process and knowledge documents effectively.

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