Skillset - Service Desk L1, Bilingual (French, English)

Key Responsibilities:

• Provide Bilingual IT Support
• Respond promptly to user inquiries in French and English through various channels (phone, chat, email, and web).
• Diagnose and troubleshoot software and hardware issues for desktops, laptops, and mobile devices.
• Issue Resolution & Escalation
• Analyze issues, provide solutions, and escalate complex problems to appropriate teams.
• Follow up with users to ensure that issues are resolved to their satisfaction.
• Documentation & Knowledge Management
• Accurately record all interactions and solutions in ServiceNow.
• Contribute to and maintain the knowledge base to assist with faster issue resolution.
• Meet SLAs & Quality Standards
• Ensure that all service requests and incidents are handled within agreed-upon Service Level Agreements (SLAs).
• Maintain high-quality customer service and technical support standards.

Required Qualifications:

• Fluency in French and English (verbal and written).
• 1-3 years of experience in an IT Service Desk or similar technical support role.
• Strong understanding of Windows OS, MS Office Suite, and general desktop hardware and software troubleshooting.
• Experience with ServiceNow or similar ticketing systems.
• Excellent communication, problem-solving, and multitasking skills