About the role

Bilingual French-English Help Desk Analyst supporting legal and professional services firms’ IT users. Troubleshooting hardware, software, network, and access issues through phone, email, chat, and remote tools.

Responsibilities

Act as the primary contact for customers needing assistance with hardware, software, network, or other technical/non-technical issues
Deliver support via phone, email, and chat
Troubleshoot by identifying, diagnosing, and resolving issues using knowledge-base articles, prior incident history, peer input, or by routing to the appropriate escalation tier
Leverage screen-sharing and remote-control tools to validate, gather, and assess reported problems
Create and update tickets for every request, capturing clear, complete, and detailed information for effective follow-up by the Service Desk or downstream teams
Perform standard, preliminary research and use remote access, user administration, and related tools
Maintain consistent, reliable attendance

High school diploma or equivalent required
Clear, professional communication—strong verbal, written, and accurate typing skills
Reliable team player who collaborates effectively in a group setting
Consistently professional with colleagues and end users; remains composed in a fast-paced, sometimes stressful situations
High initiative and follow-through; strong critical thinking; manages multiple priorities in a detail-oriented, high-volume environment and makes decisions based on research
Fluent French and English
Sponsorship to work in Canada may be required to be disclosed
Working PC with Windows 8 or better and a high-speed internet connection
Ability to receive text messages and download an app for multi-factor authentication (MFA) on a mobile device
Earliest potential start date/current notice period must be provided