Job Description
We are seeking a bilingual Service Desk Analyst (English & French) to provide first-level IT support to end users. The role involves handling incidents, requests, and inquiries while ensuring high customer satisfaction and meeting defined SLAs.
Work Location: Mississauga - 5 days office
Salary: CAD 45,000 to CAD 50,000 yearly
Key Responsibilities
- Provide L1/L2 IT support via phone, email, chat, and ticketing tools
- Handle customer interactions fluently in English and French
- Log, track, prioritize, and resolve incidents and service requests
- Troubleshoot issues related to Windows, Office 365, Outlook, VPN, printers, hardware, and network connectivity
- Perform user account management (AD, password resets, access requests)
- Escalate unresolved issues to relevant support teams as per process
- Follow ITIL-based processes and maintain accurate docum...