Who Can Apply
- Candidates must be legally authorized to work in Canada
Job Description
Insight Global is seeking a Bilingual (English and French) L2 End User Desktop Support Analyst to join one of the Big 5 Banks on a 6 month contract with the possibility of extension. This role operates within a 24x7x365 support model and is responsible for restoring service for end-user–facing systems, resolving escalated incidents, and ensuring consistent adherence to service levels, security standards, and operational controls. The analyst works closely with internal technology teams and external vendors to support incident resolution and ongoing service reliability.
Key Responsibilities
-Provide Level 2 end‑user technical support in a 24x7x365 environment, ensuring timely incident resolution and adherence to service levels
-Act as an escalation point for Level 1 support and collaborate with Level 3 teams to resolve higher‑complexity issues
-Troubleshoot and support desktops, laptops, applications, peripherals, and end‑user connectivity
-Perform incident triage, investigation, and resolution while maintaining accurate documentation in the service management system
-Deliver end‑to‑end user support, including device provisioning, application deployments, and IMACD activities
-Collaborate with infrastructure, application, and security teams to support incident management, compliance, and continuous improvement
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
-Bilingual in English and French (spoken and written)
-Hands‑on Level 2 end‑user support experience supporting desktops, laptops, applications, peripherals, and -connectivity in an enterprise environment
-Strong Windows and Microsoft 365 experience, including troubleshooting OS, productivity tools, and user issues end‑to‑end
-Proven incident management and troubleshooting skills, including triage, escalation, and documentation within an ITSM platform (e.g., ServiceNow)
-Excellent communication and customer service skills, with the ability to clearly support and guide non‑technical end users
Nice to Have Skills & Experience
-Experience supporting end‑user technologies in a regulated or enterprise banking environment
-Exposure to branch or site‑based technologies and peripherals (e.g., printers, scanners, PIN pads, cheque scanners, CRUs)
-Familiarity with monitoring, logging, and alerting tools used in IT operations
-Experience contributing to operational improvement initiatives or knowledge management repositories
-Understanding of security, compliance, and audit considerations within IT support operations
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.