IT Service Desk Analyst
7 days ago
**Job Title: IT Service Desk Analyst - Bilingual (French & English)**
**Location: Mississauga, ON (Onsite) - EST**
**Pay Rate: CAD $20/hr**
**Work Schedule: 24/7 rotational shifts (including nights, weekends, and holidays)**
**Position Overview**
We are seeking a **bilingual IT Service Desk Analyst** fluent in French and English to join our dynamic team. You will be the first point of contact for IT support, handling technical issues, logging tickets in ServiceNow, and delivering exceptional customer service to a global workforce.
**Key Responsibilities**
- Log, track, and manage incidents and service requests using the **ServiceNow** ticketing system (or similar ITSM tool).
- Accurately document issues, actions taken, and resolutions provided.
- Troubleshoot and resolve technical incidents, escalating to higher-level support when required.
- Communicate effectively in **French and English**, ensuring clarity and empathy in every interaction.
- Collaborate with team members to maintain and improve knowledge base documentation.
- Follow **ITIL best practices** and organizational security/compliance standards.
- Contribute to continuous service improvement initiatives.
**Required Skills & Qualifications**
- **Bilingual proficiency** in French and English (verbal and written).
- 1-3 years of experience in **IT Service Desk** or **technical support** roles.
- Proficiency with **ServiceNow** (or similar ITSM tool).
- Strong technical troubleshooting skills, including basic support for **Windows**, **MS Office**, and network connectivity.
- Excellent communication and customer service skills.
- Ability to work effectively in a **24/7 rotational shift** environment, including nights and weekends.
- Certifications such as **ITIL Foundation**, **CompTIA A+**, or equivalent are a plus.
**Job Type**: Fixed term contract
Contract length: 12 months
Pay: $18.00-$20.00 per hour
Expected hours: 8 per week
**Experience**:
- IT Service Desk: 2 years (required)
**Language**:
- French (required)
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