Service Desk Specialist (Bilingual - English/French)
Service Desk Specialist (Bilingual - English/French)
- 1 Vacancy
- 1 Views
Offer Salary
Attractive
For Freelance
No
Job Description
About the Role:We are looking for an enthusiastic and technically skilled Service Desk Specialist to join our IT support team. The ideal candidate will bring a solid understanding of service desk oper...
About the Role:
We are looking for an enthusiastic and technically skilled Service Desk Specialist to join our IT support team. The ideal candidate will bring a solid understanding of service desk operations, demonstrate hands-on troubleshooting abilities, and deliver an excellent end-user support experience in a fast-paced, 24 7 environment. This role is well-suited for professionals with 6 months to 1 year of experience in IT support who are eager to grow their career within enterprise IT service delivery.
Key Responsibilities:
- Provide first-level technical support for end users across hardware, software, and network-related issues.
- Handle incidents and service requests using ServiceNow in line with defined SLAs.
- Perform PC troubleshooting for hardware and operating system issues.
- Manage and update Knowledge Base articles, ensuring accuracy and usability.
- Generate basic reports from ServiceNow to track ticket trends and performance metrics.
- Support AWS Connect and IVR management, ensuring proper call flow and user routing.
- Escalate complex issues to Level 2/3 teams while maintaining ownership until resolution.
- Participate in team meetings, shift handovers, and continuous improvement initiatives.
- Provide on-site support and ensure workplace technology (workstations, peripherals, etc.) functions optimally.
Required Qualifications:
- 6 months to 1 year of experience working in an IT Service Desk or technical support role.
- Strong technical skills in PC troubleshooting (hardware/software).
- Working knowledge of ServiceNow, AWS Connect, and IVR systems.
- Excellent customer service, communication, and problem-solving skills.
- Fully bilingual (English and French) - written and verbal.
- Willing to work on-site (five days a week) and support a 24 7 rotational schedule.
Preferred Certifications:
- ITIL v4 Foundation - preferred.
- CompTIA A+ or TIA certification - preferred.
- Additional certifications in Windows or customer service support will be an asset.
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