Bilingual ATS Service Desk Specialist

Job summary

Provide first-level, primarily phone-based technical support for business users, diagnosing and resolving hardware, software, printer, and access issues. Document and track incidents, escalate unresolved cases, contribute to knowledge-base improvements, and collaborate with colleagues to improve service delivery.

Job details

Job Title: Bilingual ATS Service Desk Specialist (French & English) Location: Montreal, QC (mostly remote need to visit office for events only) Duration: 6 Months Rate: CAD35-CAD38/hr Position Summary We are seeking a Bilingual IT Support Analyst to provide first-level technical support to a community of business users. The successful candidate will assist clients with a wide range of IT-related issues, from basic troubleshooting to more complex technical challenges, primarily through phone-based support. This role is ideal for someone who enjoys helping people, has a strong customer service mindset, and possesses solid technical troubleshooting skills. Comprehensive training and ongoing support will be provided to help build expertise and confidence in the role. Key Responsibilities Technical Support & Customer Service Respond to incoming calls and support requests from users. Listen carefully to understand technical issues and business impacts. Ask effective questions to diagnose and troubleshoot problems. Resolve hardware, software, printer, and access-related issues. Utilize internal knowledge bases and troubleshooting resources to identify solutions. Communicate technical information clearly and professionally to non-technical users. Ensure clients are informed of next steps when issues require escalation. Incident Management & Documentation Accurately document issues, resolutions, and follow-up actions in the ticketing system. Maintain detailed call notes and case records. Escalate unresolved incidents to appropriate support teams. Track and monitor tickets to ensure timely resolution. Knowledge Sharing & Process Improvement Contribute to the enhancement of the knowledge base by documenting solutions and best practices. Collaborate with team members to identify recurring issues and process improvements. Share insights and lessons learned with colleagues and stakeholders. Learning & Development Participate in structured onboarding and training programs. Continuously develop technical knowledge and troubleshooting capabilities. Learn new systems, applications, and support processes. Collaborate with coaches and experienced team members to enhance service delivery. Required Qualifications Minimum 1+ year of experience in a call center, help desk, technical support, or IT service desk environment. Fully bilingual in French and English (written and verbal). Strong customer service and relationship management skills. Ability to remain calm under pressure and effectively de-escalate challenging situations. Excellent verbal and written communication skills. Strong analytical, troubleshooting, and problem-solving abilities. Ability to manage multiple priorities in a fast-paced environment. Required Technical Skills Active Directory (AD) Technical Troubleshooting Computer Hardware Support Printer Support Customer Issue Resolution ServiceNow or similar ticketing systems Microsoft Windows environment User account administration and access management Preferred Qualifications Experience with ServiceNow or similar ITSM platforms. Familiarity with Active Directory user and group management. Experience supporting enterprise users in a help desk or service desk environment. Strong technical aptitude and a passion for technology. Experience working in a customer-focused support organization.

What you’ll do

Provide first-level, primarily phone-based technical support for business users, diagnosing and resolving hardware, software, printer, and access issues. Document and track incidents, escalate unresolved cases, contribute to knowledge-base improvements, and collaborate with colleagues to improve service delivery.

Requirements

Requires at least one year of call center, help desk, technical support, or IT service desk experience, along with fluency in written and spoken French and English. Candidates should have strong customer service, communication, troubleshooting, and prioritization skills, with knowledge of Active Directory, Windows, hardware, printers, account administration, and ticketing systems.

Listed skills

• Customer service · Preferred
• Incident Management · Preferred
• Problem solving · Preferred
• Active Directory · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Active Directory
• Technical Troubleshooting
• Computer Hardware Support
• Printer Support
• Customer Issue Resolution
• ServiceNow
• Microsoft Windows
• User Account Administration
• Access Management
• Customer Service
• Incident Management
• Ticket Documentation
• Problem-Solving
• De-escalation
• French-English Bilingual Communication

Job areas

• Technology
• Customer Service & Support

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