Global Service Desk Analyst - French Bilingual Overnight

lvs1; EE. UU.; A distancia; USD 40.000 - 53.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Comprehensive benefits from day one

Three weeks vacation to start

RRSP plan

Descripción de la vacante

lvs1 is seeking a bilingual French/English technical support specialist to provide first-line IT and communications assistance to a worldwide customer base. The role includes overnight shifts and requires calm handling of high-pressure inquiries.

You will document issues, assess urgency, resolve or escalate on the first contact, and collaborate with teams to improve service delivery. A+ and ITIL familiarity are a plus, with remote-friendly work in Canada.

Formación

• 1+ years of experience in a tech support role delivering tier-one service desk or help desk support.
• Fluency in French and English, written and spoken.
• Strong troubleshooting and problem-solving skills.
• Ability to stay composed under pressure and adapt to changing demand.
• Excellent customer service on phone and written channels.
• Willingness to work overnight shifts.

Responsabilidades

• Capture fully documented customer issues within a ticket management system.
• Assess symptoms, judge urgency, and resolve incidents on the first call when feasible.
• Hand off incidents to the appropriate tier-two support group and track them through completion.
• Assist with both internal and external escalations.
• Spot process improvement opportunities and collaborate with peers and leads to strengthen service delivery.

Conocimientos

French

English

Customer service

Troubleshooting

Overnight availability

Herramientas

Ticketing system

ITIL familiarity

A+ Certification

Descripción del empleo

Role overview

Provide first-line technical support to a worldwide customer base as part of an integrated global services team operating overnight. The position is bilingual French/English and focuses on delivering consistent service excellence across IT and communications environments.

Responsibilities

• Capture fully documented customer issues within a ticket management system
• Assess symptoms, judge urgency, and resolve incidents on the first call when feasible
• Hand off incidents to the appropriate tier-two support group and track them through completion
• Assist with both internal and external escalations
• Spot process improvement opportunities and collaborate with peers and leads to strengthen service delivery

Requirements

• One or more years of experience in a technical support role delivering tier-one service desk or help desk support
• Professional fluency in spoken and written French and English
• Proven ability to troubleshoot and resolve technical and procedural problems
• Capacity to adapt to changing customer demand and remain composed in high-pressure situations
• Track record of superior customer service on both phone and written channels
• Willingness to work an overnight shift

Nice to have

• Understanding of ITIL Incident Management
• A+ Certification

Benefits and work setup

• Salary range of $40,000 to $52,500 per year
• Comprehensive benefits package available from day one
• Three weeks of vacation to start
• RSP plan and recognition programs
• Remote-friendly team located across Canada