Information Technology Support Analyst
Job Description
Job Title: IT Service Desk Analyst
Location: Mississauga, ON (Onsite)
Project: Contract
Role Overview
We 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.
How to Apply
Ready to start your career as a Information Technology Support Analyst at KTek Resourcing?
- Click the "Apply Now" button below.
- Review the safety warning in the modal.
- You will be redirected to the employer's official portal to complete your application.
- Ensure your resume and cover letter are tailored to the job description using our AI tools.
Frequently Asked Questions
Who is hiring?▼
This role is with KTek Resourcing in Mississauga.
Is this a remote position?▼
This appears to be an on-site role in Mississauga.
What is the hiring process?▼
After you click "Apply Now", you will be redirected to the employer's official site to submit your resume. You can typically expect to hear back within 1-2 weeks if shortlisted.
How can I improve my application?▼
Tailor your resume to the specific job description. You can use our free Resume Analyzer to see how well you match the requirements.
What skills are needed?▼
Refer to the "Job Description" section above for a detailed list of required and preferred qualifications.