Support Analyst - Bilingual French

Support Analyst Bilingual French

Location: Montreal, QC



Work Arrangement: Hybrid



Employment: Full Time Job Description

We are seeking a Bilingual French Support Analyst to provide Level 1 technical support and serve as the primary point of contact for user requests. The role requires strong communication, case management, incident handling, and escalation skills to ensure timely resolution within defined service levels.

Key Responsibilities

• Provide Level 1 support for all in-scope IT services
• Act as the Single Point of Contact (SPOC) for user requests and incidents
• Resolve issues on first contact whenever possible and route complex issues to the appropriate support teams
• Perform active case management and maintain end-to-end ownership of assigned requests
• Coordinate with downstream support groups to drive issues through to resolution
• Monitor incident and problem status to ensure timely closure within defined SLAs
• Escalate incidents and problems according to established escalation procedures
• Develop and maintain call prioritization guidelines and escalation processes
• Maintain accurate case documentation and provide clear communication to users and support teams

Required Skills

• Experience in Level 1 IT/service desk support
• Strong French and English bilingual communication skills
• Knowledge of incident, problem, request, and escalation management
• Experience with case/ticket management and SLA-driven support
• Strong customer service, troubleshooting, and communication skills
• Ability to manage multiple requests and coordinate with technical support teams