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Intermediate Help Desk Specialist

Ottawa, Ontario
RESPONSIBILITIES: Answering calls from VIP clients contacting the Service Desk using the VIP Support telephone line, creating a ticket related to the request, performing initial troubleshooting and attempting to resolve. If a resolution is not possible, assigning the request to the VIP Support team; Processing of requests to the Service Desk; Monitoring of IT Service Management Software (ITSM) queues for the Service Desk; Performing initial analysis and triage of incidents, requests and problems assigned to the Service Desk queues and escalating to other teams when appropriate; Monitoring of Service Desk mailbox and updating service requests (tickets) accordingly; Major and critical incident coordination; QUALIFICATIONS: Minimum of five (5) years experience, within the last fifteen (15) years, providing support as a Help Desk Specialist for MS Windows based operating systems, android and iOS smartphones, and MS Office/365 including MS Teams. minimum of five (5) years experience providing help desk support via telephone, email, chat and face to face. Must have performed initial issue analysis and triage issues to other appropriate staff when required while supporting clients on a help desk. DURATION: 12 months plus possible extension

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