Job Summary

We are looking for a Bilingual Service Desk Analyst (French) to join our dynamic IT support team. The successful candidate will provide first-line technical assistance to French and English-speaking users, resolve or escalate incidents, log service requests, and ensure excellent customer satisfaction.

Key Responsibilities

• Serve as the first point of contact for IT support via phone, email, and chat in French and English.
• Log, prioritize, and manage incidents and service requests using the ticketing system.
• Perform basic troubleshooting for:
• Password resets and account unlocks
• Printer and network connectivity issues
• VPN and remote access problems
• Windows and macOS support
• Common business application issues
• Escalate complex technical issues to Level 2/Level 3 teams with proper documentation.
• Provide clear updates and resolutions to users in their preferred language.
• Contribute to maintaining and improving IT knowledge base articles.
• Ensure compliance with SLAs and service quality standards.

Qualifications

• Fluent in French (professional working proficiency) and English (business proficiency).
• Preferably with Service Desk or Technical Support experience.
• Familiarity with ticketing systems such as ServiceNow, Jira, or Zendesk.
• Basic understanding of Windows, macOS, Office 365, networking, and remote support tools.
• Excellent verbal and written communication skills in both languages.
• Strong customer service orientation and problem-solving skills.
• Amenable to work onsite in BGC, Taguig.
• Willing to work on a night shift schedule.