Posted 15 days ago
Bilingual Service Desk Analyst
@ Buchanan Technologies
Charlottetown, Prince Edward Island
Overview
Buchanan Technologies is hiring a bilingual French and English Service Desk Analyst, the first point of contact for customers across North America. The role combines customer support by phone, chat and email with troubleshooting of hardware, software, access and connectivity issues. The posting states 24x7 operation, with evening, weekend and holiday schedules, and offers remote, hybrid or office options depending on business needs.
Responsibilities:
- Support end users by phone, chat, email and self-service in French and English
- Troubleshoot hardware, software, access, email, printing and connectivity issues
- Document incidents, requests and resolutions in the ITSM platform
- Perform password resets and user access requests
- Escalate complex issues to specialized support teams
Requirements summary:
- Professional working proficiency in French and English
- High school diploma or equivalent
- Strong customer service and communication skills
- Basic computer proficiency and accurate typing while speaking
- Ability to work independently and within a team
Tools & skills
Source and dates
Employer career site / ATS feed · careerpage
- Employer posting date
- 2026-10-23
- First seen by our source
- 2026-10-23
- Source record updated
- 2026-10-23
These dates describe the source record, not a live verification that the employer is still hiring. Check the original posting.
Job details
| Seniority | Entry level |
| Department | Customer service |
| Hours per week | 40 (estimated) |
| Schedule | evening, holidays, weekends |
| Travel | air: none · ground: none |
| Work setting | Office, Home |
| Position | Mostly sitting |
| Physical demands | physical low · computer high |
| Languages | English, French |
| Licences & certifications | CompTIA A+, ITIL Foundation |
| Education | High school (required), College diploma (preferred), Bachelor’s degree (preferred) |
| Fields of study | Information Technology, Computer Science |
| Perks mentioned | Paid training |
Summary and details written by AI from the posting; the employer’s posting is the authority.
Buchanan Technologies
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We’re Reinventing the way Managed Services are Delivered
Full company description
As a leading IT consulting and outsourcing services firm, Buchanan Technologies helps organizations across North America turn their business technology into a powerful competitive advantage. Small, mid-size, and Fortune 100 businesses — all rely on us for our expert perspective, technical know-how and boots-on-the-ground manpower. Our methodology transforms everyday technology investments into streamlined, secure and scalable solutions that support our clients’ growth. Technology agnostic, we work with almost any system —from the latest cloud platforms to legacy software. Our teams are designed to balance proven methodology with strategic perspective. We are more flexible than other firms of our caliber, with a wide-array of options to customize your solution either single-point or end-to-end. At the heart of our success is a dedication to working closely with our clients, delivering strategic IT services that assist their business objectives and transform their organizations. We believe in putting people first — and technology second. So, while software and hardware technology continues to change, our customer-centric approach to IT never will. Buchanan works with our customers to meet their needs with these service offerings: • Fully Managed Operations and Infrastructure Services • Digital Workplace Solutions • Database and Application Services • Full Cloud Services (CSP): Proven Microsoft and Oracle Partner • Cybersecurity Solutions (MSSP) • Onsite and Remote Field Technology Services • Technology Projects (Upgrades, Rollouts, Location Turn Up/Down) • IT Staffing Services to Supplement or Fill Gaps in Your Team Buchanan has garnered much recognition through industry achievements and awards, including the HDI Pinnacle of Excellence Award, Gartner’s Magic Quadrant for Managed Workplace Services, North America, Channel Futures MSP 501, CRN Elite 150 Managed Service Provider, MSSP Alert Top 250 MSSPs, Channel E2E Top 250 Public Cloud MSPs, and more.
- LinkedIn followers
- 78,071
- People associated on LinkedIn
- 778
- Reported office locations
- 1026 Texan Trail, Suite 200, Grapevine, Texas 76051, US
- 1805 Sardis Road North, Suite 135, Charlotte, North Carolina 28270, US
- 77 City Centre Drive – East Tower, Suite 503, Mississauga, Ontario L5B 1M5, CA
- 3450 North Rock Rd., Building 700, Suite 705, Wichita, Kansas 67226, US
- 18 Todor Alexandrov Blvd., Floor 5, Sofia, Bulgaria 1000, BG
- Plot No 92, 93 & 94,, No: 40 & 41, Guttala Begumpet Village Kavuri Hills, Hyderabad, Telangana 500033, IN
- 3710 Rawlins St, Suite 1420, Dallas, Texas 75219, US
- 150 King St W, Suite #285, Toronto, ON M5H 1J9, CA
- 176 Great George Street, Suite 406, Charlottetown, Prince Edward Island C1A 9S2, CA
- Other recorded names
- Buchanan Technologies
- Specialties
- Professional Services
- Managed Services
- Field Services
- Application Development
- Cloud Services
- IT Infrastructure
- Database
- Migration
- Cybersecurity
- Iaas
- PaaS
- SaaS
- Digital Engagement
- Digital Workplace
- Application Management
- Oracle Managed Services
- Application Performance Tuning
- Performance Management
- Oracle EBS
- System Reviews
- Application Development
- Upgrades
- EBS R12
- Web and application server optimization
- Oracle PeopleSoft
- Oracle Fusion Middleware
- WebLogic
- Hyperion
- Siebel
- Fusion
- Oracle Cloud
- Oracle Financials
- Exadata Migration
- Cloud Implementation
- Oracle
- Microsoft SQL Server
- Microsoft
- Azure
- Cloud
- Digital Transformation
- Oracle Apps
- and APM
- Profile identifies a recruitment agency
- Yes
As a leading IT consulting and outsourcing services firm, Buchanan Technologies helps organizations across North America turn their business technology into a powerful competitive advantage. Small, mid-size, and Fortune 100 businesses — all rely on us for our expert perspective, technical know-how and boots-on-the-ground manpower. Our methodology transforms everyday technology investments into streamlined, secure…
| Field | Value |
|---|---|
| Industry | IT Services and IT Consulting |
| Company size | 501-1,000 employees |
| Headquarters | Grapevine, Texas |
| Organization type | Privately Held |
| Year founded | 1988 |
| Specialties | Professional ServicesManaged ServicesField ServicesApplication DevelopmentCloud ServicesIT InfrastructureDatabaseMigrationCybersecurityIaas |
| Open jobs on Jobsy | 1 |
| View page |
Bilingual French Service Desk Analyst
About the Role
At Buchanan Technologies, our Service Desk Analysts are the first point of contact for customers across North America and around the world. We are looking for customer-focused professionals who enjoy helping people, solving problems, and delivering exceptional service experiences.
This bilingual role requires professional working proficiency in both French and English, with the ability to confidently communicate with and provide technical support to customers in both languages.
This role combines customer service excellence with technical troubleshooting. You will support users through phone, chat, email, and self-service channels while resolving technology issues and ensuring every interaction leaves the customer feeling supported and valued.
Whether you are beginning your IT career or bringing previous service experience, we provide training, mentorship, and growth opportunities to help you build a successful career in technology.
What You’ll Do
Customer Experience
- Deliver friendly, professional, and empathetic support to end users in both Spanish and English
- Create positive customer experiences during every interaction
- Communicate technical information in a clear, easy-to-understand manner
- Manage customer expectations and follow through on commitments
- Maintain a high level of customer satisfaction and professionalism
Technical Support
- Troubleshoot hardware, software, password, access, email, printing, and connectivity issues
- Support Microsoft Windows environments, Microsoft 365 applications, mobile devices, and common business applications
- Utilize knowledge bases, diagnostic tools, and established processes to resolve incidents
- Perform account administration tasks including password resets and user access requests
- Escalate complex issues to specialized support teams when appropriate
Incident & Request Management
- Accurately document incidents, service requests, troubleshooting activities, and resolutions
- Maintain detailed and professional ticket records within the IT Service Management platform
- Meet service level objectives for response times, quality, and customer satisfaction
- Contribute to knowledge articles and continuous improvement initiatives
Team Collaboration
- Work effectively with colleagues, leadership, and support teams across multiple locations
- Participate in training, coaching, and skill development activities
- Share knowledge and best practices with team members
- Support organizational initiatives focused on quality, automation, and service excellence
What Makes Someone Successful in This Role
We are looking for people who:
- Enjoy helping others
- Have a positive and professional attitude
- Are naturally curious and enjoy solving problems
- Communicate clearly and confidently
- Remain calm under pressure
- Learn new technologies quickly
- Take ownership of issues and follow them through to resolution
- Thrive in a fast-paced environment
Preferred Technical Knowledge
Experience with some of the following is helpful but not required:
- Microsoft Windows 10/11
- Microsoft 365
- Active Directory / Entra ID
- Outlook and Exchange Online
- VPN and remote access tools
- Printers and peripheral devices
- Mobile device support (iOS and Android)
- Basic networking concepts (DNS, DHCP, TCP/IP, Wi-Fi)
- IT Service Management tools (BMC Helix, ServiceNow, Jira, etc.)
Minimum Qualifications
- Professional working proficiency in both Spanish and English, including verbal and written communication
- High School Diploma or equivalent
- Strong customer service and communication skills
- Basic computer proficiency
- Ability to type and document information accurately while speaking with customers
- Ability to work independently and within a team environment
Preferred Qualifications
- Previous customer service, call center, retail, hospitality, or technical support experience
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field
- IT certifications such as CompTIA A+, ITIL Foundation, Microsoft Fundamentals, or equivalent
- Experience supporting users in a professional environment
Work Environment
- 24×7 operation supporting clients across North America
- Various schedules available, including evenings, weekends, and holidays
- Opportunities for remote, hybrid, or office-based work depending on business needs
- Collaborative team environment focused on growth, coaching, and career development
Career Path Opportunities
Many of our leaders, engineers, trainers, and technical specialists began their careers on the Service Desk.
Potential career paths include:
- Senior Service Desk Analyst
- Team Lead
- Workforce Management Analyst
- Quality Assurance Analyst
- Knowledge Management Specialist
- Technical Support Specialist
- Systems Administrator
- Service Delivery Manager
Why Join Buchanan Technologies?
- Competitive compensation
- Paid training and career development
- Certification assistance
- Employee recognition programs
- Opportunities for advancement
- Collaborative and inclusive culture
- Exposure to a wide variety of technologies and industries
- Join a team where customer service and technology come together to make a difference every day.
Buchanan Technologies provides equal employment opportunities to all employees and applicants seeking employment. We are committed to a diverse, equitable, and inclusive work environment. We welcome applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, age, national origin, disability, protected status, and/or any other legally protected status under applicable Canadian human rights legislation. This commitment extends to all aspects of employment including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Tagged as: 22221
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