Bilingual Help Desk Operator (Must Have French)

• Act as the first point of contact L1 support for all IT related incidents and service requests
• Provide support via phone email chat and self-service portal in both English and French
• Log categorize prioritize and track tickets using ITSM tools eg ServiceNow Remedy Ivanti
• Ensure timely resolution or escalation of issues as per defined SLAs

Technical Support

• Troubleshoot and resolve issues related to
• Windows Mac OS environments
• Microsoft 365 Outlook Teams SharePoint OneDrive
• Active Directory user account management password resets
• VPN remote access and network connectivity
• Printers’ peripherals and standard business applications
• Perform basic desktop support and remote troubleshooting, * Deliver high quality bilingual customer support English French with professionalism and empathy
• Maintain strong communication with end users on ticket status and resolution
• Meet or exceed Customer Satisfaction CSAT targets
• Incident Request Management
• Follow ITIL based processes for Incident Request and Problem Management
• Escalate complex issues to L2L3 support teams with proper documentation
• Identify recurring issues and contribute to Knowledge Base articles

Documentation Compliance

• Maintain accurate ticket updates and documentation
• Adhere to organizational policies data security and compliance requirements
• Contribute to process improvement initiatives

Do you have experience in Windows?, Language Skills

• Fluent in French B2C1 or above and English written spoken
• Ability to handle business conversations emails and calls in both languages

Technical Skills

• Good understanding of
• Windows OS MS Office Suite M365 tools
• Active Directory identity management
• Networking basics DNS DHCP VPN
• ITSM ticketing tools ServiceNow preferred
• Knowledge of remote desktop tools and troubleshooting techniques

Experience

• 5 years of experience in IT Service Desk Helpdesk Technical Support
• Experience in supporting global customers Europe Canada region preferred

$25 - $27 an hour - Full-time, Contract