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Bilingual Service Desk II
Ref No.: 19-02170
Location: Mississauga, Ontario
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We are currently looking for a Bilingual French / English Help Desk Analyst to join our team!

In order to be successful as a Help Desk Analyst with CompuCom, s/he would ideally be the type of person that is interested in gaining new skills and committed to providing value to the customer by adhering to our 5 C Culture.
  • Committed to delivering measurable results to meet the terms of our service level agreements efficiently
  • Customer-focus driven
  • Change - adaptable to meeting company objectives and exceeding results
  • Caring about the work s/he provides
  • Creative - able to come up with viable solutions for clients and strengthening the existing relationship, and also utilizing existing resources to identify solutions that work
  • The Help Desk Analyst provides troubleshooting and technical support via phone, web-based tools, and email. S/He provides voice-based and remote technical support to end users for all standard desktop issues and responds to queries. The Help Desk Analyst will run diagnostic programs, isolates problems, determine and implement solutions. S/He must also be able to demonstrate the capability to achieve results under pressure in a fast-paced, client-driven environment and have the ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality.
  • IT Service Desk - provides first level technical support through phone, email and chat support (if applicable)
  • Diagnoses and troubleshoots end-user desktop application issues and provides an appropriate solution
  • Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets); Active Directory and Exchange preferred
  • Communicates with customers at all levels of technical and non-technical skills sets
  • Supports PCs, laptops, printers, cell phones, and tablets etc.
  • Supports end users in their use of applications such as Microsoft Office, VPN, Citrix, etc.
  • Strong phone and verbal communication skills (both English and French) along with active listening
  • Ability to talk and type accurately at least 30 wpm
  • Proficientcy in Microsoft Office (emphasis on Outlook and Excel)
  • Ability to provide support to end users on a variety of topics including Windows Operating Systems, MS Office, printers, and email issues
  • Ability to demonstrate a solid understanding of basic networking, operating system and Active Directory concepts
  • Good knowledge of basic Operation System commands : Windows command line (DOS) , PowerShell
  • CompTIA A+ certification or equivalent knowledge
Nice to Have
  • Basic knowledge of ITIL
  • Basic understanding of Service Desk metrics / SLA'
  • Minimum of 1 year experience working in an IT Service Desk / Inbound Call Center environment – preferred
  • Experience using ITSM Ticketing tools (e.g. Service Now, Remedy) to manage and track incidents preferred
  • Associate's (or equivalent) degree in Computer Science or Information Technology from a technical school preferred
  • Certification in relevant IT products / technologies a plus
  • Partnering with some of North America's top leading brands
  • Benefits waiting period waived
  • Flexible working hours
  • Exposure to diverse IT environment
  • Internal growth opportunities
  • Tuition reimbursement program
  • Free coffee and tea
  • Free parking

W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity** eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit