Senior Administrator - English, French, Microsoft Windows

HCL Technologies Limited; Mississauga; On-site; CAD 55,000 - 75,000; Full time

Job summary

HCL Technologies Limited in Mississauga, Ontario, seeks a bilingual IT Service Desk Analyst fluent in French and English to be the first point of contact for IT support. You will troubleshoot a variety of technical issues and log them in ServiceNow, delivering outstanding customer service to a global workforce.

You will log, track, and manage incidents, document actions taken, and escalate when necessary while following ITIL practices.

Qualifications

• Bilingual English and French is required.
• 1–3 years in IT service desk or technical support.
• Familiarity with ServiceNow or similar ITSM tool.
• Strong troubleshooting for Windows, MS Office, and network connectivity.
• Excellent communication and customer service skills.
• Willingness to work a 24/7 rotating shift.

Responsibilities

• Provide prompt first-line IT support for hardware, software, network, and apps.
• Log, track, and manage incidents using the ServiceNow system.
• Document issues, actions taken, and solutions clearly.
• Troubleshoot and resolve incidents, escalating when needed.
• Communicate effectively in English and French with users.
• Maintain knowledge base and contribute to improvements.
• Adhere to ITIL practices and security/compliance standards.
• Support continuous service improvement initiatives.

Skills

Bilingual English-French

Customer service

Troubleshooting

Communication

Shift work 24/7

Tools

ServiceNow

Windows

MS Office

Network troubleshooting

ITSM tools

ITIL Foundation

Job description

Senior Administrator - English, French, Microsoft Windows Senior Administrator - English, French, Microsoft Windows Canada Job Description Senior Administrator - English, French, Microsoft Windows Mississauga, Ontario

Job Summary

We are seeking a bilingual IT Service Desk Analyst fluent in French and English to join our dynamic team. In this role, you will be the first point of contact for IT support, troubleshooting a variety of technical issues and logging them in ServiceNow. Your expertise in troubleshooting, exceptional communication skills, and dedication to delivering outstanding customer service will be vital in supporting our global workforce.

Key Responsibilities

• 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.
• Accurately document issues, actions taken, and solutions provided.
• Troubleshoot and resolve technical incidents, escalating to higher-level support teams as needed.
• Communicate effectively in English, ensuring clarity and empathy in all interactions.
• Collaborate with team members to maintain and improve knowledge base documentation.
• Follow ITIL best practices and adhere to organizational security and compliance standards.
• Contribute to continuous service improvement initiatives.

Skill Requirements

• Proficiency in English (verbal and written).
• 1–3 years of experience in IT service desk or technical support roles.
• Proficiency with ServiceNow ticketing system (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 thrive in a 24/7 environment with rotating shifts, including nights and weekends.
• Certifications such as ITIL Foundation, CompTIA A+, or equivalent are a plus.

Other Requirements

Good Communication skills in English & French

Information at a Glance