Service Desk Analyst – L1 (Bilingual French)

Job Title - Service Desk Analyst L1 (Bilingual French)

End Client - Leading Canadian Bank

Location - Remote (Canada)

Job Type - T4 Contract

Duration - TBD

Start Date - May 1, 2026

Experience Required - 2 Years

Hours - 40 hours/week (24x7 support environment)

About the Role

Our consulting client is seeking a Bilingual French Service Desk Analyst (L1) to provide first-level IT support for enterprise users in a 24x7 service desk environment.

This role requires strong troubleshooting skills across desktop systems, enterprise applications, and network connectivity while delivering excellent customer support to end users.

Candidates must have native-level Canadian French language ability and be Canadian citizens.

Key Responsibilities

• Respond to user questions and inquiries via telephone, email, web, and other communication methods.
• Enter, assign, and track service requests in the online work-order system.
• Provide technical support and resolve routine hardware and software issues including desktop systems and enterprise applications.
• Deliver professional, courteous, prompt, and accurate technical support to end users.
• Analyze and troubleshoot user issues and provide effective solutions.
• Document incidents and service requests accurately in the Help Desk system.
• Assist IT technical staff in collecting user feedback and support statistics.
• Establish priorities for help desk tickets according to departmental procedures.
• Maintain and update Help Desk database information.
• Follow up with users regarding ticket updates and resolutions.
• Create and administer user accounts, passwords, and access privileges as directed by system administrators.
• Assist with desktop and laptop imaging and installation as required.
• Support enterprise systems operations when needed.
• Follow help desk operating procedures and departmental guidelines.
• Work closely with senior help desk and IT teams to expand technical knowledge.

Required Skills

• Native-level Canadian French (read, write, speak)
• Must be a Canadian Citizen
• Experience supporting users in a 24x7 Service Desk environment
• Strong troubleshooting skills with desktop applications and operating systems
• Experience supporting Microsoft Office, Adobe, Apple, Google applications
• Knowledge of VPN concepts and VPN troubleshooting
• Experience troubleshooting internet connectivity and wireless routers
• Knowledge of Active Directory and domain controllers
• Experience with password reset tools
• Experience using remote support tools such as Bomgar, LogMeIn, TeamViewer
• Troubleshooting experience in Exchange (Outlook) or Lotus Notes environments
• Experience with ticketing tools such as ServiceNow or Remedy
• Knowledge of Virtual Machines or Citrix environments
• Proficiency with Windows and Mac operating systems

Nice to Have

• Experience supporting enterprise banking or financial services environments
• Experience working in multi-vendor enterprise IT environments
• Exposure to enterprise virtualization environments

How to Apply

Interested candidates can submit their resume via the Easy Apply link at the top of this job posting or email their updated resume to apply@agilityit.ca with the job title in the subject line. Shortlisted candidates will be contacted for further discussion.