Service Desk Support II (English & French)

Serve as the first contact point within the Service Desk, offering level one support to associates and internal customers via phone calls, self-service portal submissions, live chat support, and managing non-critical single user escalation requests.

Requirements

• 2 years of experience in Service Desk or similar environment
• Bilingual - English and French required, with a minimum proficiency level of B2+ in both languages
• Experience with ServiceNow ITSM usage and workflows
• Excellent customer support and interpersonal skills
• Exceptional customer support and interpersonal skills
• Ability to communicate resolutions using business terminology
• Ability to perform basic troubleshooting to identify root cause and resolve the issue or reassign the ticket as needed
• IT Service Management (ITSMv3) or ITIL Certification preferred
• AWS certifications a plus but not required
• Microsoft Certified Systems Engineer (MSCE) Certification a plus but not required

Benefits

• Full benefits package
• Comprehensive healthcare package
• Accident insurance
• Unlimited sick time
• Paid holidays
• Flexible work hours
• Professional growth and development
• Free lunch