Global Service Desk Analyst – French Bilingual

Long View Systems

. Submit fully documented customer issues into a ticket management system .

Posted 10/9/2026full-timeRemote • CanadaJuniorMid-Level💰 CA$40,000 - CA$52,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing Tier I technical support and incident management while ensuring exceptional customer service. Proficient in bilingual communication in French and English, with a strong ability to troubleshoot and resolve issues effectively.

Highest-signal resume keywords

Tier I Technical SupportBilingual CommunicationIncident ManagementCustomer Service ExcellenceA+ Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingIncident ResolutionProcess ImprovementService Desk ManagementITIL Incident Management

Soft Skills

AdaptabilityStress ManagementRapport BuildingProfessional Communication

Tools & Technologies

Ticket Management System

Certifications & Qualifications

A+ Certification

Industry Keywords

Technical SupportService DeskHelp DeskCustomer Service

About the role

Key responsibilities & impact

Submit fully documented customer issues into a ticket management system
Analyze symptoms, determine urgency, and provide resolution where possible
Dispatch incidents to the appropriate Tier II support group when first-call resolution is not possible
Manage incidents through their lifecycle
Understand and assist with internal and external escalations
Identify process improvement opportunities
Follow up with peers and leads to improve service delivery
Provide tier I support for IT and communications systems
Lead delivery of service excellence while servicing clients across the globe

Requirements

What you’ll need

2+ years of experience in a technical support role providing tier I support in a service desk or help desk role
The ability to speak French and English fluently in a professional environment
Excellent French and English bilingual written and verbal communication skills
Proven ability to troubleshoot and resolve technical and procedural issues
Ability to adapt to fluctuating customer needs and manage high stress situations while reacting quickly and professionally
Capability to establish rapport among peers and colleagues
Proven ability to provide superior customer service both on and off of the phone
Ability and willingness to work evenings and/or weekends
Understanding of ITIL Incident Management
A+ Certification

Benefits

Comp & perks

Great people and culture
Recognition programs
RSP Plan
Comprehensive benefits package from day one
Inclusive and equitable workplace
Employee resource groups
Company-wide training
Accommodation support for interviews or the role