Bilingual Global Service Desk Analyst

Openkrill; United States; Remote; USD 35,000 - 46,000; Full time

Job summary

Long View is seeking a French bilingual Global Service Desk Analyst to join the Integrated Global Services team across Canada. You will provide tier I IT support for all systems, resolving issues or escalating as needed, with an emphasis on delivering exceptional customer service in both French and English.

Ideal candidates have 2+ years in technical support, strong bilingual communication, and the ability to work evenings or weekends. This role supports a dynamic, inclusive culture at Long View.

Qualifications

• 2+ years of experience in a technical support role providing tier I support in a service desk or help desk role.
• The ability to speak French and English fluently in a professional environment.
• Excellent French and English bilingual written and verbal communication skills; proven ability to troubleshoot and resolve technical and procedural issues.
• Ability to adapt to fluctuating customer needs and manage high-stress situations while reacting quickly and professionally.
• Capability to establish rapport among peers and colleagues.
• Proven ability to provide superior customer service both on and off of the phone.
• Ability and willingness to work evenings and/or weekends.

Responsibilities

• Submit fully documented customer issues into a ticket management system.
• Analyze the symptoms, determine the urgency and where possible, provide resolution to the issue.
• Dispatch an incident to the appropriate Tier II support group when first call resolution is not possible, and manage the incident through its lifecycle.
• Understand and assist with all internal and external escalations.
• Continue to look for process improvement opportunities, and follow up with peers and leads in improving service delivery.

Skills

French-English bilingual

Customer service

Technical support

Job description

Long View is seeking a French bilingual Global Service Desk Analyst to join the Integrated Global Services team across Canada. You will provide tier I IT support for all systems, resolving issues or escalating as needed, with an emphasis on delivering exceptional customer service in both French and English.

Ideal candidates have 2+ years in technical support, strong bilingual communication, and the ability to work evenings or weekends. This role supports a dynamic, inclusive culture at Long View.