Service Desk Specialist

Position: Service Desk Technician (Mandarin Bilingual)

Duration: 8-month contract with possible extension.

Location: Toronto, ON (Remote)

Work Model: Remote - ( Schedule: Sun to Thurs from 19:00 to 3:30 EST)

Pay Rate: $23 - $25/hr on T4

About Our Client:

A leading provider of IT support and managed services, delivering exceptional technical assistance and customer support solutions to organizations across multiple industries.

About this opportunity:

On behalf of our client, we’re looking for a bilingual Service Desk Technician fluent in both Mandarin and English (reading, writing, and speaking) to provide first-level technical support for end users. In this role, you will serve as the primary point of contact for IT-related issues, troubleshooting hardware, software, network, and access-related problems while delivering outstanding customer service in a fast-paced support environment.

What You’ll Do:

• Serve as the first point of contact for end-user IT support requests via phone, email, and ticketing systems.
• Diagnose and troubleshoot desktop, laptop, application, and network-related issues.
• Provide timely resolution of technical problems or escalate issues when necessary to ensure customer satisfaction.
• Document incidents, service requests, resolutions, and updates in ITSM ticketing systems.
• Provide support for PCs, laptops, printers, mobile devices, tablets, and related hardware.
• Assist users with Microsoft Office, ERP, CRM, VPN, Citrix, and Mobile Device Management (MDM) applications.
• Perform user account administration, password resets, account modifications, and permission management.
• Communicate effectively with both technical and non-technical users while maintaining strong customer relationships.
• Develop and maintain standard operating procedures and customer service documentation for remote IT support.

What You Bring:

• Fluency in Mandarin and English, including reading, writing, and verbal communication.
• 1–2 years of experience in Service Desk, Help Desk, Technical Support, or IT Support roles.
• Working knowledge of Windows operating systems, networking fundamentals, databases, and network security concepts.
• Experience troubleshooting desktop applications and end-user computing environments.
• Strong customer service skills with the ability to support users at all technical skill levels.
• Experience supporting hardware including PCs, laptops, printers, tablets, and mobile devices.
• Ability to manage multiple incidents while meeting established service level agreements (SLAs).
• Excellent verbal and written communication, problem-solving, and troubleshooting skills.

Nice to Have:

• Associate degree, technical diploma, or formal IT training.
• Experience with ITSM ticketing tools such as ServiceNow or Remedy.
• Knowledge of Active Directory user administration.
• Experience supporting Microsoft Exchange environments.
• Previous experience supporting remote users in enterprise environments.

Ideal Candidate:

A customer-focused IT professional with strong troubleshooting skills and bilingual Mandarin-English communication abilities. The ideal candidate enjoys solving technical issues, delivers exceptional customer service, and thrives in a fast-paced service desk environment supporting users across multiple technologies and platforms.

How to Apply:

Interested candidates are encouraged to submit their resumes in confidence via the Akkodis Canada website or directly to the assigned recruiter.

Akkodis Canada will never share your resume or any personal details without your explicit consent. We thank all applicants for their interest in this opportunity. Only candidates meeting the above qualifications will be contacted for further discussions.

Our Commitment:

At Akkodis, part of The Adecco Group, we’re committed to making the future work for everyone. We live our values, Passion, Collaboration, Inclusion, Courage, and Customers at Heart, by fostering a workplace where diversity is celebrated and every voice matters. We encourage applications from individuals of all backgrounds and identities. Together, we’re making the future work for everyone.