Service Desk Specialist

Infotek Consulting Inc.; Montreal; Hybrid; CAD 41,000 - 54,000; Full time

Job summary

Infotek Consulting Inc. in Montreal is seeking a Bilingual IT Service Desk Specialist (French/English) for a 6-month contract, with remote work and on-site visits 2–3 times a year.

You’ll be the first contact for financial advisors, assisting with IT issues by phone and email, delivering clear, patient support. The role includes structured training and team coaching, with responsibilities to troubleshoot hardware and software, explain solutions simply, and escalate when needed.

Qualifications

• 1+ year of experience in a call center and/or technical support environment.
• Fully bilingual in French and English, spoken and written.
• Strong troubleshooting and problem-solving skills.
• Strong de-escalation skills and the ability to stay calm under pressure.
• Excellent communication skills with a white-glove customer service mindset.

Responsibilities

• Answer calls from the advisor community and troubleshoot hardware and software issues, simple to complex.
• Ask the right questions to pinpoint the problem and find the fix.
• Use the knowledge base and your own experience to resolve issues.
• Explain solutions in clear, simple language.
• Escalate when needed and make sure the client always knows the next step.
• Document every call clearly and help improve the knowledge base.
• Collaborate with teammates through chat and suggest practical ways to make daily work easier.

Skills

Bilingual FR/EN

Troubleshooting

Communication

De-escalation

Customer service mindset

Education

High school diploma

Tools

ServiceNow

Active Directory

CompTIA A+ or equivalent

Job description

Bilingual IT Service Desk Specialist (French/English) | 6-Month Contract | Montreal (Remote)

Infotek Consulting is hiring a Bilingual IT Service Desk Specialist for our client, a leading Canadian financial services organization. You'll be the first point of contact for financial advisors, their assistants and multi-advisor firms, helping them solve everyday IT issues over the phone, calmly and efficiently.

You don't need to know everything on day one. Structured training, coaching and team support are provided.

• - Location: Montreal, QC (remote; on-site 2 to 3 times a year for team events)
• - Duration: 6-month contract, December 2026 to June 2027
• - Interview: 1 virtual interview
• - Positions: 1
• - Hourly Rate: $30 - $39/hr INC

What You'll Do

• - Answer calls from the advisor community and troubleshoot hardware and software issues, simple to complex
• - Ask the right questions to pinpoint the problem and find the fix
• - Use the knowledge base and your own experience to resolve issues
• - Explain solutions in clear, simple language
• - Escalate when needed and make sure the client always knows the next step
• - Document every call clearly and help improve the knowledge base
• - Collaborate with teammates through chat and suggest practical ways to make daily work easier

What You Bring

• - 1+ year of experience in a call center and/or technical support environment
• - Fully bilingual in French and English, spoken and written
• - Strong troubleshooting and problem-solving skills
• - Strong de-escalation skills and the ability to stay calm under pressure
• - Excellent communication skills with a white-glove customer service mindset
• - High school diploma

Nice to Have

• - ServiceNow or another ticketing system
• - Active Directory
• - CompTIA A+ or similar technical certification

You'll thrive here if you're a proactive self-starter who learns quickly, takes initiative and enjoys helping people.

This role requires privileged system access. A Tier 2 background check must be completed before access is granted.