IT Service Desk Analyst – Bilingual (French & English)

About the job
Job Title: IT Service Desk Analyst – Bilingual (French & English)

Location: Mississauga, ON (Remote)

Type: Contract

Shifts: 24/7 Rotational (including nights, weekends, and holidays)

Time Zone: EST

Position Overview:

We are looking for highly motivated Bilingual (French & English) IT Service Desk Analysts to support our growing team. This is a remote, shift-based position requiring excellent communication, problem-solving skills, and the ability to troubleshoot a wide range of IT issues. You will be the first line of support for internal users and responsible for ensuring quick and effective resolution of incidents and requests logged via ServiceNow.

Key Responsibilities:

Deliver first-level technical support for hardware, software, applications, and network issues.
Log and manage incidents and service requests via ServiceNow or a similar ITSM platform.
Diagnose and resolve technical problems or escalate them appropriately.
Maintain clear, concise, and accurate documentation of issues and resolutions.
Provide support in both French and English, ensuring a smooth and professional user experience.
Collaborate with support teams to update knowledge base content.
Adhere to ITIL best practices and compliance protocols.
Participate in continuous improvement efforts to enhance service delivery.
Required Skills & Qualifications:

Bilingual proficiency in French and English (verbal and written).
1–3 years of experience in IT service desk or technical support roles.
Experience using ServiceNow or similar ITSM tools.
Strong troubleshooting skills (Windows OS, Microsoft Office Suite, network connectivity).
Excellent verbal and written communication with a strong customer service orientation.
Availability to work rotating shifts, including nights, weekends, and holidays.
Certifications such as ITIL Foundation, CompTIA A+, or equivalent are a plus.