Bilingual Helpdesk Analyst

Bilingual Helpdesk Analyst focuses on provide high-quality helpdesk and deskside support to end-users, addressing it issues promptly and effectively in both french and english.

What the role involves

• Provide high-quality helpdesk and deskside support to end-users, addressing IT issues promptly and effectively in both French and English.
• Configure and troubleshoot Office 365 applications, cabling, routing, WiFi, and other desktop support services.
• Support mobile devices such as iPhones, iPads, and Android devices.
• Strong documentation skills with the ability to accurately record support activities, and document troubleshooting steps.
• Maintaining accurate records of support activities, including incident documentation and resolution.
• Stay up-to-date with industry trends and technologies to provide innovative solutions and enhancements.

Skills and requirements

• Strong experience with Jira, including ticket management, issue tracking and workflow customization.
• Communicate effectively in both languages.
• Fluent in both French and English, with the ability to read, write.
• Proven experience in providing helpdesk and deskside support, with a focus on resolving software and hardware issues.

Candidate fit

• patience, troubleshooting discipline, clear communication, and accurate ticket handling

Additional role context

• This person will be passionate about customer service and comfortable helping end users troubleshoot level 1/2 issues in both the French and English language.
• Communicate effectively with end-users of all levels, ensuring clear and concise resolution of IT issues.