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Bilingual Help Desk Analyst, French/English

at Frontline Managed Services

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Posted 5 months ago

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About the role

  • Help Desk Analyst providing support for technical issues in IT services for legal and professional service firms. Troubleshooting customer inquiries via various communication channels.

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 the reported problem.
  • Create and update tickets for every request, capturing clear, complete, and detailed information to enable effective follow-up by the Service Desk or downstream teams.
  • Maintain consistent, reliable attendance.

Requirements

  • 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.

Job title

It Support

Job type

Full Time

Experience level

Mid levelSenior

Salary

CA$42,000 per year

Degree requirement

High School Diploma

Location requirements

HybridTorontoCanada

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