Bilingual (English/French) Service Desk Analyst

Job Description

Bilingual (English/French) Service Desk Analyst:
On behalf of our Consulting client, Procom is searching for a Bilingual (English/French) Service Desk Analyst for a 6 month contract role. This position is onsite at our client’s Fredericton, New Brunswick office. 

Bilingual (English/French) Service Desk Analyst - Job Description:
The Service Desk Team is seeking two bilingual Service Desk Analysts to support day-to-day operations. The analysts will provide support through phone, email, chat, and desk-side channels, ensuring incidents and service requests are logged, tracked, escalated, and resolved within established service levels.

Bilingual (English/French) Service Desk Analyst - Responsibilities:
• Provide front-line technical support in English and French
• Create and maintain knowledge base articles
• Diagnose, troubleshoot, and resolve hardware, software, connectivity, and account issues
• Create and update SOPs and continuous improvement documentation
• Support business users across the corporate office and approximately 70 retail locations
• Support hardware, software, printers, mobile devices, and end-user technologies
• Manage incidents and service requests from initial contact through resolution
• Document findings, resolutions, and service interruptions in service management tools
• Escalate unresolved issues to Tier 2/3 teams and external vendors as required
• Support onboarding and offboarding activities including account administration
• Identify and implement process improvements

Bilingual (English/French) Service Desk Analyst - Mandatory Skills:
• 2+ years of desktop support or service desk experience
• Experience supporting Active Directory, Microsoft 365, SharePoint, Office 365, and Dynamics 365
• Apple iOS mobile device support experience
• Ability to collaborate with cross-functional teams
• Strong analytical and problem-solving skills
• Ability to travel occasionally to retail stores or other office locations
• Excellent communication skills in both English and French

Bilingual (English/French) Service Desk Analyst – Nice-to-Have Skills:
• Point-of-Sale systems and peripheral support experience
• Experience in creating support documentation and knowledge base content
• Familiarity with process improvement methodologies
• Experience with service management tools
• Experience in an accessible and teamwork-oriented environment

Bilingual (English/French) Service Desk Analyst – Assignment Length:
This is a 6 month contract position.

Bilingual (English/French) Service Desk Analyst - Start Date:
ASAP.

Bilingual (English/French) Service Desk Analyst - Assignment Location:
Fredericton, New Brunswick, onsite.