Global Service Desk Analyst - French Bilingual Analyst

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.