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Bilingual Junior Service Desk Agent
Ottawa, ONContract Term: 36 months, with possible extension
Location:
Hourly Pay
Vacancy Status
Tasks / Deliverables
Summary of Role
The Junior Service Desk Agent provides first-level technical support to end users in a fast-paced, enterprise IT environment. This role is responsible for answering calls, emails, and chats; performing basic troubleshooting; documenting incidents and service requests; and attempting first-call resolution whenever possible. The successful candidate will deliver professional, customer-focused support while following established IT service management processes and tools.
Key Responsibilities
Use of Artificial Intelligence
Artificial intelligence may be used in the screening or assessment of applicants for this role.
Additional Information
Accommodations are available throughout the recruitment process upon request.
Application Process
Qualified candidates are encouraged to apply.
Only applicants selected for an interview will be contacted.
Location:
- This role is an onsite position and must be filled by individuals residing within the National Capital Region.
Work from outside the National Capital Region is not permitted.
Hourly Pay
- T4: $20.88 per hour
Vacancy Status
- This posting is not for an existing vacancy and is intended to support a future contract backfill
Tasks / Deliverables
Summary of Role
The Junior Service Desk Agent provides first-level technical support to end users in a fast-paced, enterprise IT environment. This role is responsible for answering calls, emails, and chats; performing basic troubleshooting; documenting incidents and service requests; and attempting first-call resolution whenever possible. The successful candidate will deliver professional, customer-focused support while following established IT service management processes and tools.
Key Responsibilities
- Answer incoming telephone calls, emails, and chats using established troubleshooting techniques
- Open, record, prioritize, document, assign, and close service requests, incidents, problems, and IMAC/change tickets using an enterprise-class IT Service Management (ITSM) tool
- Provide technical support for:
- Password resets
- Hardware issues (e.g., monitors, printers, mobile devices, damaged peripherals such as keyboards and mice)
- Software issues (e.g., non-responding applications)
- Identification and escalation of potential security incidents, including viruses and malware
- Utilize a Knowledge Base system to deliver clear and effective communication, both verbally and in writing
- Work within an Automatic Call Distribution (ACD) telephony system to log in/out, manage status, and generate reports as required
- Maintain a strong and continuously developing understanding of supported IT systems and tools
- Escalate issues appropriately when resolution cannot be achieved at first contact
- Experience:
- Minimum 2 years of experience, or an acceptable combination of education, training, and/or experience, providing IT technical support for:
- Client operating systems
- Network operating software
- Commercial off-the-shelf (COTS) office products
- Minimum 2 years of experience, or equivalent, working with an enterprise-class ITSM tool to manage service requests, incidents, problems, and change tickets
- Minimum 1 year of experience working with an Automatic Call Distribution (ACD) telephony system
- Minimum 2 years of experience, or an acceptable combination of education, training, and/or experience, providing IT technical support for:
- Security Clearance:
- Must be eligible for Reliability level Federal Security Clearance (generally requires 5 years of residence in Canada)
- Availability:
- Must be available to work in a 24/7/365 operational environment
- Eligibility:
- Applicants must be legally eligible to work in Canada
- Language:
- Proficiency in English and French (spoken and written) is required for this role.
Use of Artificial Intelligence
Artificial intelligence may be used in the screening or assessment of applicants for this role.
Additional Information
Accommodations are available throughout the recruitment process upon request.
Application Process
Qualified candidates are encouraged to apply.
Only applicants selected for an interview will be contacted.