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Bilingual IT Service Desk Analyst



Posting Date

July 29, 2022

Position type


At McCarthy Tétrault, we offer challenging and rewarding career opportunities and are delighted to have been selected for the tenth consecutive year in 2022 as one of Canada’s Top 100 Employers and one of Canada’s Best Diversity Employers. Our culture is built on professional excellence, collaboration, innovation, thought leadership and entrepreneurialism. We embrace inclusion in all its forms and we provide the tools and opportunities to help our people develop to their full potential.

This position can be based out of Montreal. McCarthy Tétrault employees benefit from a hybrid work environment.

As a Bilingual IT Service Desk Analyst, you will be:

  • Managing end users’ hardware and software related incidents/service requests throughout their entire lifecycle (Create, Assign, Investigate, Resolve, Close) by adhering to the Incident Management process.
  • Documenting, logging and tracking all calls, e-mails, voicemails and drop-ins using an Enterprise Service Management software.
  • Contributing to the Problem and Change Management processes.
  • Contributing and maintaining Knowledge Base Articles by adhering to the Knowledge Management process.
  • Providing one-on-one training to end users for specific hardware and software issues.
  • Escalating and liaising with other IT teams to resolve incidents and service requests.
  • Participating in project initiatives.
  • Communicating and working with third party vendors.
  • Contributing to the Add Move Leave (AML) process. (New Hires, Departures, Moves)
  • Performing basic troubleshooting and support of all AV/VC equipment and supporting events on the conference floor.
  • Reporting tasks at the request of the Manager, IT (ex: UCCX, ServiceNow, Bell, etc.).
  • Translating simple IT communications from English to French or vice-versa.

As our ideal candidate, you will have:

  • Bilingualism (French & English) required.
  • College diploma in Computer Systems, Systems Administration, or related technical discipline;
  • Minimum of 3 years of related experience preferably in a professional services environment.
  • Good analytical problem solving skills; ability to troubleshoot and resolve application problems.
  • Excellent interpersonal skills and telephone manners; ability to correspond with lawyers and staff as well as create end user documentation.
  • Ability to transfer knowledge in an efficient, pleasant, and effective way using a variety of techniques.
  • Patience, flexibility and an ability to deal with and manage difficult situations.
  • Capacity to adapt to different work schedules (weekdays, weekends).
  • Capacity to work overtime.
  • Willingness to learn new software applications.
  • Understanding of ITIL, and its basic fundamentals
  • Experience with Enterprise Service Management software, such as ServiceNow or Remedy

As a member of the McCarthy team, you will have access to:

  • Outstanding benefits from day one, including insurance premiums paid by the Firm and wellness and technology reimbursements.
  • Competitive compensation, paid overtime and generous time off, including a day off to volunteer and a day off for your birthday.
  • A commitment to professional development and growth opportunities for our people at all levels, supported by a culture that fully embraces and encourages two-way feedback.
  • Strong community involvement and a commitment to equity, diversity and inclusion.
  • A collaborative, cohesive culture that connects lawyers and business teams through collective purpose.

How to apply:

We invite you to submit your application to [email protected].We thank all applicants for their interest in McCarthy Tétrault; however, only chosen applicants will be contacted. We regret that we are unable to respond to individual inquiries about application status. McCarthy Tétrault is an equal opportunity employer that fosters an inclusive, equitable, and accessible environment. Please notify us if you require accommodation at any time during the recruitment process.