Provide bilingual (English/French) Level 1 IT service desk support via phone, email, and remote tools. Record incidents in ITSM, diagnose desktop, email, Microsoft Office and business app issues, support mobile and conferencing devices, escalate complex problems, and maintain high customer satisfaction.
Position Overview
The Level 1 Bilingual Help Desk Analyst provides front-line
technical support to end‑users in both English and French. This role is
responsible for responding to incidents, resolving common technical issues, and
ensuring that users receive timely, professional assistance related to desktop
environments, business applications, and standard corporate tools. The analyst
must demonstrate strong customer service skills, the ability to troubleshoot
effectively, and the capability to work efficiently within a service desk
environment.
Key Responsibilities
- Provide
first‑level technical support to end‑users via phone, email, and remote
tools.
- Record,
track, and document incident resolutions using IT Service Management
(ITSM) tools.
- Diagnose
and resolve issues related to desktop environments, business applications,
email, and Microsoft Office.
- Escalate
complex incidents to higher-tier teams when necessary.
- Support
corporate mobile devices, conferencing tools, and other standard IT
services.
- Maintain
a high level of customer satisfaction by delivering clear, courteous, and
timely support in both English and French.
Mandatory Requirements
The proposed resource MUST demonstrate one of the
following:
A. Experience Path
12 months of experience, completed within the last 2
years, providing IT Service Desk Support to end‑users to resolve
incidents related to:
- the Corporate
Desktop Environment, or
- Corporate
Business Applications.
OR
B. Education Path
Evidence of a completed two‑year (or longer) post‑secondary
educational program in:
- computer
science,
- information
technology,
- information
management, or
- another
relevant IT-related specialty.
The proposed resource MUST also demonstrate:
- 12
months of experience, completed within the last 3 years,
providing IT Service Desk Support to end‑users to resolve incidents
related to email and the Microsoft Office suite.
Additional Required Skills (Choose Any Two)
The proposed resource MUST demonstrate two of
the following:
- 6
months of experience, completed within the last 3 years, using an Automated
Call Distribution (ACD) system.
- 6
months of experience, completed within the last 3 years, using an IT
Service Management (ITSM) software tool (e.g., BMC Helix).
- 6
months of experience, completed within the last 3 years, using remote
control software (e.g., Windows Remote Assistance).
- 6
months of experience, completed within the last 3 years, providing IT
Service Desk client support for mobile computing devices.
- 6
months of experience, completed within the last 3 years, providing IT
Service Desk client support for SAP ERP Financials business application.
- 6
months of experience, completed within the last 3 years, providing
client support for video conferencing equipment and services.
- A
valid certification in one of the following:
- CompTIA
A+
- ITIL
v4 Foundations
- Microsoft
Office Specialist
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