Job Summary

The Service Desk Analyst (Bilingual – French & English) acts as the first point of contact for end users, providing technical support and customer service for IT-related issues. The role requires strong communication skills in both French and English to support a global user base.

Key Responsibilities

Provide Level 1 IT support to users via phone, email, chat, and ticketing tools.\r\nHandle incoming incidents and service requests in both French and English.\r\nLog, categorize, prioritize, and resolve tickets in line with ITIL processes.\r\nTroubleshoot issues related to:\r\n\r\nWindows OS, MS Office, Outlook\r\nVPN, network connectivity\r\nHardware (laptops, desktops, peripherals)\r\nPassword resets and access requests\r\n\r\n\r\nEscalate unresolved issues to L2/L3 teams with proper documentation.\r\nEnsure compliance with SLA/TAT commitments.\r\nCommunicate clearly with users and provide regular updates.\r\nMaintain high customer satisfaction scores.\r\nParticipate in shift handovers and maintain knowledge base articles.

Skill Requirements

Fluency in French and English (spoken and written) – mandatory.\r\nStrong customer service and interpersonal skills.\r\nBasic knowledge of IT infrastructure and end-user support.\r\nFamiliarity with ticketing tools such as:\r\n\r\nServiceNow, BMC Remedy, Jira, or equivalent\r\n\r\n\r\nUnderstanding of ITIL concepts (Incident, Request, SLA).\r\nAbility to work in a fast-paced, 24×7 support environment.\r\nGood documentation and communication skills.

Other Requirements

Experience: 1–4 years in Service Desk / IT Support / Helpdesk\r\nEducation: Graduate in IT, Computer Science, or equivalent\r\nCertifications (Preferred):\r\n\r\nITIL Foundation\r\nMicrosoft / Customer Support certifications\r\n\r\n\r\nCustomer-focused mindset\r\nStrong ownership and follow-up\r\nCalm under pressure\r\nTeam player with a proactive approach\r\n