Global Service Desk Analyst – French Bilingual, Overnight

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

📋 Description

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

• Evaluate symptoms, assess urgency, and, when feasible, offer resolutions.

• Forward incidents to the relevant Tier II support team when immediate resolution is unachievable, and oversee incidents throughout their lifecycle.

• Comprehend and assist with both internal and external escalations.

• Recognize opportunities for process improvement and collaborate with colleagues and leaders to enhance service delivery.

• Deliver tier I support for all IT and communication systems utilized by the service desk.

• Uphold service excellence for clients globally as part of a diverse team.

⛳️ Requirements

• Over 1 year of experience in a technical support position offering tier I assistance in a service desk or help desk environment.

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

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

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

• Capacity to adapt to shifting customer demands and manage high-pressure situations while responding promptly and professionally.

• Ability to build rapport with peers and colleagues.

• Proven track record of delivering outstanding customer service both on the phone and in person.

• Willingness and ability to work an overnight shift.

• Understanding of ITIL Incident Management.

• A+ Certification.

🏝️ Benefits

• Great people and culture.

• Comprehensive benefits package from day one.

• 3 weeks of vacation to start.

• Recognition programs.

• RSP Plan.