Bilingual Help Desk Analyst

Position Overview

The Level 1 Bilingual Help Desk Analyst provides front-line technical support to end‑users in both English and French. This role is responsible for responding to incidents, resolving common technical issues, and ensuring that users receive timely, professional assistance related to desktop environments, business applications, and standard corporate tools. The analyst must demonstrate strong customer service skills, the ability to troubleshoot effectively, and the capability to work efficiently within a service desk environment.

Key Responsibilities

• Provide first‑level technical support to end‑users via phone, email, and remote tools.
  
• Record, track, and document incident resolutions using IT Service Management (ITSM) tools.
  
• Diagnose and resolve issues related to desktop environments, business applications, email, and Microsoft Office.
  
• Escalate complex incidents to higher-tier teams when necessary.
  
• Support corporate mobile devices, conferencing tools, and other standard IT services.
  
• Maintain a high level of customer satisfaction by delivering clear, courteous, and timely support in both English and French.
  

Mandatory Requirements

The proposed resource MUST demonstrate one of the following:

A. Experience Path

12 months of experience, completed within the last 2 years, providing IT Service Desk Support to end‑users to resolve incidents related to:

• the Corporate Desktop Environment, or
  
• Corporate Business Applications.
  

OR

B. Education Path

Evidence of a completed two‑year (or longer) post‑secondary educational program in:

• computer science,
  
• information technology,
  
• information management, or
  
• another relevant IT-related specialty.
  

The proposed resource MUST also demonstrate:

• 12 months of experience, completed within the last 3 years, providing IT Service Desk Support to end‑users to resolve incidents related to email and the Microsoft Office suite.
  

Additional Required Skills (Choose Any Two)

The proposed resource MUST demonstrate two of the following:

1. 6 months of experience, completed within the last 3 years, using an Automated Call Distribution (ACD) system.
   
2. 6 months of experience, completed within the last 3 years, using an IT Service Management (ITSM) software tool (e.g., BMC Helix).
   
3. 6 months of experience, completed within the last 3 years, using remote control software (e.g., Windows Remote Assistance).
   
4. 6 months of experience, completed within the last 3 years, providing IT Service Desk client support for mobile computing devices.
   
5. 6 months of experience, completed within the last 3 years, providing IT Service Desk client support for SAP ERP Financials business application.
   
6. 6 months of experience, completed within the last 3 years, providing client support for video conferencing equipment and services.
   
7. A valid certification in one of the following:
   
• CompTIA A+
  
• ITIL v4 Foundations
  
• Microsoft Office Specialist