Overview
Remote- Bilingual French AND English, IT Service Desk Agent- Level 1
Come join a growing global company that has a laid-back culture, values your skills, focuses on growing your career, and promotes work-life balance.
We offer competitive pay and full benefits. The is a remote role with the potential to become hybrid in the future.
Our Bilingual IT Service Desk / Help Desk Call Center Support Agents spend their day on the phone coordinating, diagnosing, and troubleshooting incoming employee calls for a wide variety of clients and industries.
They are the first point of contact for all technical support service requests. These are requests for support for technical / IT issues involving desktop and laptop application software or network services from local personnel or from employees using remote network access.
This position is open to applications from all provinces including : Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Northwest Territories, Nova Scotia, Nunavut, Ontario, Prince Edward Island, Quebec, Saskatchewan and Yukon.
What We Need & What You'll Do (Responsibilities)
What You’ll Do
Diagnose and troubleshoot end user desktop application issues and provides appropriate solution
Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
Provides case status updates to management and end-users per service level guidelines
Support and maintain effective relationships with users
Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
Provide support for PCs, laptops, printers, cell phones, and tablets etc.
Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)
Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
Communicates with customers at all levels of technical and non-technical skills sets
Follow all standard operating procedures (SOP) through the effective use of Knowledge management
Who You Are (Qualifications)
What You’ll Need
Ability to speak both French and English conversationally is MANDATORY
Ability to talk and type accurately at least 30 wpm
Sound understanding of customer support, operations, and processes
Able to communicate effectively in English & French both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers
Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality
Nice to Have
Basic knowledge of ITIL
Basic understanding of Service Desk metrics / SLA’s
Minimum of 1-year experience working in an IT Service Desk / Inbound Call Center environment preferred
Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred
Associate’s (or equivalent) degree in Computer Science or Information Technology from a technical school preferred
Certification in relevant IT products / technologies a plus
Perks
Partnering with some of North America’s top leading brands
Exposure to diverse IT environment
Internal growth opportunities 
