Service Desk Agent (English/French)

About the role

The Service Desk Agent will be the first point of contact for users needing technical assistance. Working in a bilingual environment, you will handle incidents, service requests, and change requests while ensuring high customer satisfaction.

Key responsibilities

• Receive and log calls, following standard Service Desk scripts.
• Provide status updates and communicate incident progress to users.
• Identify and route requests: initiate Change Management for RFCs and Service Request processes for RfS.
• Monitor auto‑generated incidents, prioritize, and coordinate with resolver groups.
• Close incidents following the ‘3 strikes and out’ policy and ensure accurate documentation.
• Maintain incident, change, and service request records in the Incident Management tool.
• Escalate issues according to defined procedures while keeping users informed.

Required profile

• High school diploma or at least two years of proven experience in customer service or technical support.
• Fluent in English and French.
• Strong communication, problem‑solving, and teamwork abilities.
• Willingness to work flexible hours in a call‑center environment.

Required skills

• Proficiency with Windows operating systems.
• Microsoft Office suite.
• Basic networking concepts.
• Experience using an Incident Management tool.

What we offer

• Opportunity to develop bilingual technical support expertise.
• Collaborative team environment focused on continuous improvement.