Bilingual Help Desk Analyst

Job summary

Provide first-level technical support to end-users in English and French via phone, email, and remote tools. Diagnose and resolve issues related to desktop environments, business applications, and corporate IT services while documenting resolutions in ITSM tools.

Job details

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

What you’ll do

Provide first-level technical support to end-users in English and French via phone, email, and remote tools. Diagnose and resolve issues related to desktop environments, business applications, and corporate IT services while documenting resolutions in ITSM tools.

Requirements

Requires a combination of IT service desk experience or a relevant post-secondary degree, specifically focusing on Microsoft Office and email support. Candidates must also possess at least two specialized skills such as experience with ACD, ITSM software, or specific certifications like CompTIA A+.

Listed skills

• Customer service · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Bilingual English and French
• Technical Support
• ITSM Tools
• Microsoft Office Suite
• Desktop Troubleshooting
• Incident Management
• Remote Control Software
• Mobile Device Support
• Customer Service
• SAP ERP Financials
• Video Conferencing Support
• ACD Systems
• Mobile Computing
• Technical Issues
• Productivity Improvement
• Bilingual (French/English)
• Multilingualism
• Business Software
• Computer Science
• CompTIA A+
• Information Technology
• Desktop Environments
• Help Desk Support
• Information Management
• ITIL 4
• IT Service Management
• Microsoft Office
• Microsoft Office Specialist
• Windows Remote Assistance
• Troubleshooting (Problem Solving)
• Video Conferencing

Job areas

• Customer Service & Support
• Technology
• Government & Public Sector
• Technical Help Desk Analyst
• Help Desk Technician / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists