Help Desk Technician – Bilingual (English/French)

About the role

We are looking for a proactive Help Desk Technician to provide first‑line support to end users across multiple channels. The role involves diagnosing hardware and software issues, ensuring timely resolution within SLA targets, and maintaining clear communication with both users and the technology team.

Key responsibilities

• Respond to assistance requests via phone, email, chat or other interactive platforms.
• Diagnose and resolve hardware, software, and network problems remotely.
• Log and track all incidents in ServiceNow, monitoring progress against SLA commitments.
• Manage the full incident lifecycle, including verification and closure.
• Follow up with users to confirm complete resolution.
• Assist with PC reconfiguration, installation, and standard service‑desk procedures.
• Maintain and update documentation on SharePoint and the knowledge base.
• Liaise between end users and the technology department, escalating issues when necessary.

Required profile

• Fluent spoken and written English and French (minimum B2 level).
• At least 1 year of experience in a similar technical support role (traineeships count).
• Strong customer‑service orientation and excellent communication skills.
• Analytical mindset, problem‑solving ability, and capacity to work under pressure.
• Team player comfortable in an international, multicultural environment.
• Punctual, meticulous, and reliable.

Required skills

• Microsoft Office 2019 / Microsoft 365 suite.
• Windows operating system.
• Linux and macOS environments.
• VPN and Pulse Secure connectivity.
• Web‑conference tools: Skype, Microsoft Teams, Zoom, WebEx.
• Ticketing systems, preferably ServiceNow.
• Basic knowledge of ITIL processes (desired).