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Information Technology Service Desk

2 weeks ago

Greater Toronto Area, Canada Yochana Full time

Title:
IT Service Desk Analyst – Bilingual (French & English)

Location:
Greater Toronto Area - Onsite

About:


• Provide prompt first-line support for hardware, software, network, and application issues.


• Log, track, and manage incidents and service requests using the ServiceNow ticketing system.


• Accurately document issues, actions taken, and solutions provided.


• Troubleshoot and resolve technical incidents, escalating to higher-level support teams as needed.


• Communicate effectively in French and English, ensuring clarity and empathy in all interactions.


• Collaborate with team members to maintain and improve knowledge base documentation.


• Follow ITIL best practices and adhere to organizational security and compliance standards.


• Contribute to continuous service improvement initiatives.

Bilingual proficiency in French and English is mandatory.

Required:


• 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 ticketing system (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 thrive in a 24/7 environment with rotating shifts, including nights and weekends.


• Certifications such as the ITIL Foundation, CompTIA A+, or equivalent are a plus

Work Environment: 24/7 rotational shifts (including nights, weekends, and holidays)