Bilingual French/English IT Service Desk Analyst (L1)
Goodman Tech BPO OPC Manila Full-time
About the Role
We are urgently hiring a Bilingual French/English Service Desk Analyst (Level 1) to support a Canadian Managed Service Provider (MSP). You'll be the first point of contact for end-users across English and French-speaking client sites, handling inbound calls, emails, and tickets in a fast-paced ITIL-aligned environment.
What You'll Do- Respond to inbound technical support requests via phone, email, and ticketing system (ConnectWise, ServiceNow, or similar) in both French and English
- Triage, document, and resolve Level 1 incidents and service requests within SLA
- Escalate complex issues to L2/L3 teams with clear, complete documentation
- Provide remote troubleshooting for Windows 10/11, Microsoft 365, Active Directory, VPN, printers, and standard business applications
- Maintain professional communication with end-users in both languages
- Follow established runbooks and contribute to knowledge base articles
- Fluent in French AND English — written and spoken (this is non-negotiable; you will be tested)
- 1–3 years of IT service desk, helpdesk, or technical support experience
- Working knowledge of Windows OS, Microsoft 365, Active Directory, basic networking
- Experience with ticketing systems (ConnectWise, ServiceNow, Freshservice, Zendesk, etc.)
- Strong customer service orientation and clear phone etiquette
- Available to start immediately
- Prior MSP experience supporting multiple client tenants
- ITIL Foundation certification
- Microsoft certifications (MS-900, AZ-900, MD-102)
- Experience with Intune, Entra ID, or remote monitoring tools
- ₱60,000 – ₱70,000 monthly base salary (commensurate with French fluency and experience)
- HMO after regularization
- Government-mandated benefits (SSS, PhilHealth, Pag-IBIG, 13th month)
- Paid leaves and Philippine holiday pay
- Annual and performance bonuses
- Direct exposure to Canadian MSP clients and modern IT toolchains
- Career path to L2/L3 within the Goodman Tech delivery team
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