Global Service Desk Analyst - French Bilingual Overnight

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