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 documentation
• Ensure SLA and customer s...