Position Overview

The Level 1 Bilingual Help Desk Analyst provides front-line
technical support to end‑users in both English and French. This role is
responsible for responding to incidents, resolving common technical issues, and
ensuring that users receive timely, professional assistance related to desktop
environments, business applications, and standard corporate tools. The analyst
must demonstrate strong customer service skills, the ability to troubleshoot
effectively, and the capability to work efficiently within a service desk
environment.

Key Responsibilities

• 
  Provide
  first‑level technical support to end‑users via phone, email, and remote
  tools.
• 
  Record,
  track, and document incident resolutions using IT Service Management
  (ITSM) tools.
• 
  Diagnose
  and resolve issues related to desktop environments, business applications,
  email, and Microsoft Office.
• 
  Escalate
  complex incidents to higher-tier teams when necessary.
• 
  Support
  corporate mobile devices, conferencing tools, and other standard IT
  services.
• 
  Maintain
  a high level of customer satisfaction by delivering clear, courteous, and
  timely support in both English and French.

Mandatory Requirements

The proposed resource
MUST
demonstrate one of the
following:

A. Experience Path

12 months of experience
, completed within the last
2
years
, providing
IT Service Desk Support
to end‑users to resolve
incidents related to:

• 
  the
  Corporate
  Desktop Environment
  , or
• 
  Corporate
  Business Applications
  .

OR

B. Education Path

Evidence of a completed
two‑year (or longer)
post‑secondary
educational program in:

• 
  computer
  science,
• 
  information
  technology,
• 
  information
  management, or
• 
  another
  relevant IT-related specialty.

The proposed resource
MUST
also demonstrate:

• 
  12
  months of experience
  , completed within the last
  3 years
  ,
  providing
  IT Service Desk Support
  to end‑users to resolve incidents
  related to
  email and the Microsoft Office suite
  .

Additional Required Skills (Choose Any Two)

The proposed resource
MUST
demonstrate
two
of
the following:

1. 
   6
   months of experience
   , completed within the last 3 years, using an
   Automated
   Call Distribution (ACD) system
   .
2. 
   6
   months of experience
   , completed within the last 3 years, using an
   IT
   Service Management (ITSM) software tool
   (e.g., BMC Helix).
3. 
   6
   months of experience
   , completed within the last 3 years, using
   remote
   control software
   (e.g., Windows Remote Assistance).
4. 
   6
   months of experience
   , completed within the last 3 years, providing IT
   Service Desk client support for
   mobile computing devices
   .
5. 
   6
   months of experience
   , completed within the last 3 years, providing IT
   Service Desk client support for
   SAP ERP Financials business application
   .
6. 
   6
   months of experience
   , completed within the last 3 years, providing
   client support for
   video conferencing equipment and services
   .
7. 
   A
   valid certification in one of the following:

• 
  CompTIA
  A+
• 
  ITIL
  v4 Foundations
• 
  Microsoft
  Office Specialist