Job Summary

We are seeking a bilingual IT Service Desk Analyst fluent in French and English to join our dynamic team. In this role, you will be the first point of contact for IT support, troubleshooting a variety of technical issues and logging them in ServiceNow. Your expertise in troubleshooting, exceptional communication skills, and dedication to delivering outstanding customer service will be vital in supporting our global workforce.

Key Responsibilities

• Provide prompt first-line support for hardware, software, network, and application issues.
• Log, track, and manage incidents and service requests using the ServiceNow ticketing system.
• Accurately document issues, actions taken, and solutions provided.
• Troubleshoot and resolve technical incidents, escalating to higher-level support teams as needed.
• Communicate effectively in English, ensuring clarity and empathy in all interactions.
• Collaborate with team members to maintain and improve knowledge base documentation.
• Follow ITIL best practices and adhere to organizational security and compliance standards.
• Contribute to continuous service improvement initiatives.

Skill Requirements

• Proficiency in English (verbal and written).
• 1–3 years of experience in IT service desk or technical support roles.
• Proficiency with ServiceNow ticketing system (or similar ITSM tool).
• Strong technical troubleshooting skills, including basic support for Windows, MS Office, and network connectivity.
• Excellent communication and customer service skills.
• Ability to thrive in a 24/7 environment with rotating shifts, including nights and weekends.
• Certifications such as ITIL Foundation, CompTIA A+, or equivalent are a plus.

Other Requirements