Helpdesk Support – Bilingual (English/French)

About the role

We are looking for a bilingual Helpdesk Support professional to provide first‑line assistance to end users via phone, email and chat. The role involves diagnosing hardware and software issues, resolving incidents within SLA targets and ensuring a smooth user experience.

Key responsibilities

• Receive and log user requests through phone, email, chat or other interactive platforms.
• Perform initial assessment and remote troubleshooting of hardware, software and network problems.
• Track all interactions in the Service Management Tool and monitor incident progress against SLA.
• Manage the full incident lifecycle, including escalation, verification and closure.
• Assist with PC reconfiguration, installation and standard service‑desk procedures.
• Maintain and update documentation on SharePoint and the knowledge base.
• Act as liaison between end users and the technology department, redirecting issues as needed.

Required profile

• Minimum B2 proficiency in both English and French (spoken and written).
• At least one year of experience in a similar helpdesk or technical support role (internships count).
• Strong customer‑service orientation and ability to work under pressure.
• Familiarity with ITIL concepts is a plus.

Required skills

• Microsoft Office 2019 / Microsoft 365 suite.
• Windows operating system.
• Linux and macOS environments.
• VPN solutions such as Pulse Secure.
• Web‑conference tools: Skype, Microsoft Teams, Zoom, WebEx.
• Ticketing systems (e.g., HP Service Center or similar).