Global Service Desk Analyst - French Bilingual Analyst

lvs1; EE. UU.; A distancia; USD 40.000 - 52.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Benefits from day one

Retirement savings plan

Employee recognition programs

Descripción de la vacante

lvs1 is seeking a first-line IT support specialist to assist users of IT and communications systems in a global service desk. You will triage, troubleshoot, and coordinate with specialist teams while communicating in French and English.

The role requires at least two years in a service desk, bilingual proficiency, and strong customer service skills, with availability for evenings and/or weekends. ITIL familiarity and CompTIA A+ are preferred.

Formación

• Two years of experience in a service desk or help desk role.
• Fluency in French and English for professional conversations, with strong written and spoken communication in both languages.
• Demonstrated ability to troubleshoot and resolve technical and procedural issues.
• Ability to respond professionally and quickly as customer needs change, including in high-pressure situations.
• Strong customer service skills over the phone and through other support channels.

Responsabilidades

• Record customer issues clearly and completely in a ticketing system.
• Assess symptoms and urgency, troubleshoot technical or procedural problems, and resolve issues when possible.
• Route incidents to the appropriate second-line support team when they cannot be resolved at first contact.
• Track escalated incidents through resolution and assist with internal and external escalations.
• Identify opportunities to improve support processes and work with colleagues and leads on service delivery.

Conocimientos

First-line support

Bilingual French/English

Customer service

Evenings/weekends willingness

Educación

Two years in service desk/help desk

Herramientas

ITIL familiarity

CompTIA A+ certification

Descripción del empleo

Role overview

Provide first-line technical support to users of IT and communications systems in a global service desk environment. You will assess and troubleshoot incoming issues, resolve them where possible, and coordinate with specialist teams when further support is needed. The role combines technical triage, clear communication in French and English, and ongoing attention to service quality.

Responsibilities

• Record customer issues clearly and completely in a ticketing system.
• Assess symptoms and urgency, troubleshoot technical or procedural problems, and resolve issues when possible.
• Route incidents to the appropriate second-line support team when they cannot be resolved at first contact.
• Track escalated incidents through resolution and assist with internal and external escalations.
• Identify opportunities to improve support processes and work with colleagues and leads on service delivery.

Requirements

• At least two years of experience providing first-line technical support in a service desk or help desk role.
• Fluency in French and English for professional conversations, with strong written and spoken communication in both languages.
• Demonstrated ability to troubleshoot and resolve technical and procedural issues.
• Ability to respond professionally and quickly as customer needs change, including in high-pressure situations.
• Strong customer service skills over the phone and through other support channels, and ability to build rapport with colleagues.
• Willingness and availability to work evenings and/or weekends.

Nice to have

• Familiarity with ITIL incident management.
• CompTIA A+ certification.

Benefits and work setup

The position is based within a team operating across Canada and supports clients around the world. The listing describes a salary range of $40,000–$52,000 per year, a retirement savings plan, benefits from the first day, and employee recognition programs.