Help Desk Specialist

Overview

IT Service Desk Analyst – French Speaking

The IT Service Desk Analyst (French Speaking) serves as a first-line technical support resource for internal employees and select Canadian customers. This role is responsible for troubleshooting, resolving, and escalating technology-related issues across applications, access, and connectivity while delivering a high standard of customer service. The analyst will also contribute to knowledge management initiatives and support ongoing self-service and automation efforts.

This position operates within a global IT organization and collaborates with multiple IT teams to ensure timely and effective issue resolution.

• Recurring Team Meeting: Fridays at 1:00 PM EST (required)
• On-Call Rotation: Every five weeks (two analysts per rotation; participation begins after onboarding)

• Service Desk Operations
• Provide Level 1 technical support in French via Service Now ticketing, Google Chat, and phone support through Google Contact Center
• Accurately log, track, and manage incidents and requests in Service Now in accordance with established procedures
• Perform identity verification and password resets following strict security and video verification protocols
• Troubleshoot and resolve common issues related to:
• Application access and authentication
• Network and WiFi connectivity across offices, warehouses, and operational environments
• Utilize Connect Wise for secure remote support sessions
• Assess business impact and prioritize incidents appropriately
• Resolve issues at Level 1 when possible and escalate to Level 2 application or infrastructure teams when required
• Open tickets aligned to existing knowledge articles to support efficient triage and resolution
• Support a diverse stakeholder group including internal employees, business leaders, shipping and warehouse personnel, and Canadian users of internal web applications
• Create, update, and maintain knowledge base articles during periods of low ticket volume
• Identify gaps in documentation and recommend enhancements to self-service resources
• Contribute to the ongoing development and improvement of the Gordon Help bot and related automation tools
• Actively support a self-service-first IT support model
• Leverage AI tools such as Copilot, Gemini, or GPT to improve efficiency and accuracy in:
• Advanced search and information retrieval
• Issue analysis and summarization
• Documentation, response generation, and reporting
• Demonstrate an understanding of agent-assisted or automated support solutions (bot development experience is a plus)

• Fluency in French (spoken and written);
  French as a primary working language strongly preferred
• Prior experience in an IT Help Desk or comparable technical support role
• Strong customer service skills with the ability to communicate technical information clearly
• Proficiency with Google Workspace
  , including Google Sheets, Google Meet, and Google Chat
• Experience working with IT service management or ticketing systems (Service Now preferred)

• Experience supporting operational, warehouse, or distributed work environments
• Familiarity with AI-assisted workflows or automation tools in an IT support context
• Experience contributing to knowledge bases or self-service platforms