Bilingual French/English Help Desk Analyst

Frontline Managed Services is a pioneer in IT, Financial, and Administrative Managed Services for legal and professional service firms. They are seeking Bilingual (English/French) Help Desk Support Analysts to serve as the first point of contact for clients experiencing technical issues, providing support and troubleshooting assistance.

Responsibilities

• Act as the primary contact for customers needing assistance with hardware, software, network, or other technical/non-technical issues
• Deliver support via phone, email, and chat
• Troubleshoot by identifying, diagnosing, and resolving issues using knowledge-base articles, prior incident history, peer input, or by routing to the appropriate escalation tier
• Leverage screen-sharing and remote-control tools to validate, gather, and assess the reported problem
• Create and update tickets for every request, capturing clear, complete, and detailed information to enable effective follow-up by the Service Desk or downstream teams
• Maintain consistent, reliable attendance

Skills

• High school diploma or equivalent required
• Clear, professional communication—strong verbal, written, and accurate typing skills
• Reliable team player who collaborates effectively in a group setting
• Consistently professional with colleagues and end users; remains composed in a fast-paced, sometimes stressful situations
• High initiative and follow-through; strong critical thinking; manages multiple priorities in a detail-oriented, high-volume environment and makes decisions based on research
• Fluency in both French and English

Company Overview