Service Desk Analyst (Bilingual – English/French)

Position: Bilingual Service Desk Analyst (English/French)
Location: Mississauga and/or Toronto, ON (Hybrid - 3 days on-site)
Salary: $30 to $35 per hour
Job Type: 6-month contract with a strong possibility of extension or converting to perm
Position Type: Open Vacancy

Our client is currently seeking a Bilingual Service Desk Analyst to join their IT Support team. This role will serve as the first point of contact for end users, providing technical support, troubleshooting assistance, and exceptional customer service in both English and French.

Your new role:

As a Bilingual Service Desk Analyst, you will provide Level 1 technical support to users across multiple business locations. You will handle incoming incidents and service requests via phone, email, and ticketing systems, troubleshoot hardware, software, access, and connectivity issues, and ensure a positive user experience throughout the resolution process.

You will work closely with internal IT teams to escalate complex issues, maintain accurate ticket documentation, and contribute to continuous improvement initiatives within the service desk function.

Key requirements:

- Fluency in both English and French (spoken and written)
- 3+ years of experience in a Service Desk, Help Desk, or Technical Support role
- Strong troubleshooting skills within Windows environments
- Experience supporting Microsoft 365 applications, including Outlook and Teams
- Knowledge of Active Directory, password resets, and user access management
- Basic networking and connectivity troubleshooting experience
- Excellent communication and customer service skills
- Experience working with ticketing systems and ITSM processes
- Ability to prioritize and manage multiple support requests in a fast-paced environment

Interested? Please send your resume to Shannon at Shannon.scullion@quantum-qtr.com.

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