Bilingual Service Desk Associate

About the role

The bilingual Service Desk Associate provides first‑line technical support to end users in both French and English. You will troubleshoot hardware, software and network issues, ensuring timely resolution and excellent user experience.

Key responsibilities

• Respond to incoming support requests via ticketing system, phone or email in French and English.
• Install, configure and maintain computers, peripherals, mobile devices and virtual environments.
• Manage user accounts, permissions and group memberships in Active Directory and Azure AD.
• Administer Office 365 services (Exchange, SharePoint, OneDrive, Teams) and Intune.
• Document problem‑solving steps, update tickets and create FAQ content.
• Escalate complex issues to appropriate IT teams and follow up until resolution.
• Maintain inventory of IT equipment and ensure compliance with company policies.
• Participate in Service Desk projects and continuous‑improvement initiatives.

Required profile

• Bachelor’s degree or diploma in IT, Computer Science or related field, or equivalent experience.
• Minimum one year of experience in a Service Desk or IT support role.
• Fluent written and spoken French and English.
• Strong problem‑solving, communication and organizational skills.
• Ability to work independently and as part of a team.

Required skills

• Windows and macOS operating systems.
• Office 365 administration (Exchange, SharePoint, OneDrive, Teams).
• Active Directory, Azure AD and Intune.
• PowerShell scripting.
• Basic network infrastructure and security principles.
• Hardware troubleshooting, mobile device management and virtualization.
• Familiarity with ITIL practices.