Bilingual Help Desk Operator (Must Have French)

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

Responsibilities

• 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.

Requirements

• 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.

Technologies

• Windows
• Mac OS
• Microsoft 365
• Outlook
• Teams
• SharePoint
• OneDrive
• Active Directory
• DNS
• DHCP
• VPN
• ServiceNow
• Remedy
• Ivanti
• Remote Desktop
• Printers

Location

Scottsdale, AZ 85254 Onsite

Duration

12+ Months / Can be extended

Job Type

Contract

Pay Rate

$25.00 - $27.00 per hour