Information Technology Support Analyst

Job Title: IT Service Desk AnalystLocation: Mississauga, ON (Onsite)Project: ContractRole OverviewWe are seeking a bilingual IT Service Desk Analyst fluent in French and English to join our growing support team. You will serve as the first point of contact for IT issues, providing prompt, professional assistance for technical incidents and requests via phone, email, and chat. This role requires strong technical troubleshooting skills, excellent communication, and a passion for delivering exceptional customer service in a fast-paced 24/7 environment. Key Responsibilities Provide first-line technical support for hardware, software, applications, and network connectivity issues.Log, track, and manage incidents and service requests using the ServiceNow ITSM platform (or similar tools).Troubleshoot and resolve end-user issues, escalating when necessary to higher-level support teams.Communicate effectively in both French and English, ensuring professionalism and empathy in all interactions.Document all support activities, resolutions, and updates accurately.Collaborate with peers to maintain and improve the knowledge base and support documentation.Adhere to ITIL best practices, organizational security, and compliance standards.Participate in continuous service improvement initiatives Required Skills & Qualifications Bilingual proficiency in French and English (verbal and written).Hands-on experience with ServiceNow or equivalent ITSM tools.Strong troubleshooting skills for Windows OS, MS Office, and network connectivity.Excellent customer service and communication abilities.Willingness to work rotating 24/7 shifts, including nights and weekends.Certifications such as ITIL Foundation or CompTIA A+ are preferred.