Global Service Desk Analyst – French Bilingual

This is a fully remote position, open to applicants in Canada.

📋 Description

• Enter thoroughly documented customer issues into a ticket management system.

• Assess symptoms, evaluate urgency, and offer resolutions when feasible.

• Route incidents to the suitable Tier II support team when first-call resolution is unattainable.

• Oversee incidents throughout their lifecycle.

• Comprehend and assist with both internal and external escalations.

• Recognize opportunities for process enhancements.

• Collaborate with peers and leaders to enhance service delivery.

• Deliver tier I support for IT and communication systems.

• Drive the delivery of exceptional service while assisting clients worldwide.

⛳️ Requirements

• A minimum of 2 years of experience in a technical support capacity, offering tier I support in a service desk or help desk environment.

• Fluency in both French and English in a professional setting.

• Outstanding bilingual written and verbal communication skills in French and English.

• Demonstrated capability to troubleshoot and resolve technical and procedural challenges.

• Ability to adjust to changing customer demands and handle high-pressure situations while responding promptly and professionally.

• Skill in building rapport among peers and coworkers.

• Proven track record of delivering excellent customer service both in person and over the phone.

• Willingness and ability to work evenings and/or weekends.

• Familiarity with ITIL Incident Management.

• A+ Certification.

🏝️ Benefits

• A vibrant community and positive culture.

• Employee recognition programs.

• RSP Plan.

• Comprehensive benefits package available from day one.

• An inclusive and equitable workplace.

• Access to employee resource groups.

• Company-wide training opportunities.

• Support for accommodations during interviews or for the role.