Bilingual Service Desk Operator with French proficiency providing Level 1 IT support onsite in Scottsdale, AZ.

Serve as the initial point of contact for all Level 1 IT incidents and service requests.
Deliver support via phone, email, chat, and self-service portal in both English and French.
Create, categorize, prioritize, and monitor tickets using ITSM tools such as ServiceNow, Remedy, and Ivanti.
Ensure timely resolutions or escalate according to established SLAs.
Troubleshoot and resolve issues across Windows and macOS environments; Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive); Active Directory user accounts and password resets; VPN remote access and network connectivity; printers and peripherals; and standard business applications; perform basic desktop support and remote troubleshooting.
Provide high quality bilingual customer support with professionalism and empathy.
Maintain proactive communication with end users regarding ticket status and resolution.
Meet or exceed CSAT targets.
Handle Incident and Request Management in line with ITIL based processes for Incident, Request, and Problem Management.
Escalate complex issues to L2/L3 support teams with complete documentation.
Identify recurring issues and contribute to Knowledge Base articles.
Maintain accurate ticket updates and documentation.
Adhere to organizational policies, data security, and compliance requirements.
Contribute to process improvement initiatives.

Fluent in French (B2/C1 or above) and English, with strong written and spoken skills in both languages.
Ability to handle business conversations via emails and calls in both languages.
Solid understanding of Windows OS, MS Office Suite, and Microsoft 365 tools.
Active Directory identity management experience.
Foundational networking knowledge (DNS, DHCP, VPN).
Experience with ITSM ticketing tools; ServiceNow preferred.
Knowledge of remote desktop tools and troubleshooting techniques.
5 years of experience in IT Service Desk, Helpdesk, or Technical Support.
Experience supporting global customers; Europe and Canada regions preferred.

Scottsdale, AZ 85254 Onsite

12+ Months / Can be extended

Contract

$25.00 - $27.00 per hour

Bilingual Help Desk Operator (Must Have French)

Job Description