Frontline Managed Services is a pioneer in IT, Financial, and Administrative Managed Services for legal and professional service firms. They are seeking Bilingual (English/French) Help Desk Support Analysts to serve as the first point of contact for clients experiencing technical issues, providing support and troubleshooting assistance.
Responsibilities
- Act as the primary contact for customers needing assistance with hardware, software, network, or other technical/non-technical issues
- Deliver support via phone, email, and chat
- Troubleshoot by identifying, diagnosing, and resolving issues using knowledge-base articles, prior incident history, peer input, or by routing to the appropriate escalation tier
- Leverage screen-sharing and remote-control tools to validate, gather, and assess the reported problem
- Create and update tickets for every request, capturing clear, complete, and detailed information to enable effective follow-up by the Service Desk or downstream teams
- Maintain consistent, reliable attendance
Skills
- High school diploma or equivalent required
- Clear, professional communication—strong verbal, written, and accurate typing skills
- Reliable team player who collaborates effectively in a group setting
- Consistently professional with colleagues and end users; remains composed in a fast-paced, sometimes stressful situations
- High initiative and follow-through; strong critical thinking; manages multiple priorities in a detail-oriented, high-volume environment and makes decisions based on research
- Fluency in both French and English
Company Overview
Frontline Managed Services provides outsourced solutions to the legal and accounting markets. It was founded in 1987, and is headquartered in St Louis, Missouri, USA, with a workforce of 1001-5000 employees. Its website is https://frontlinems.com/.