Helpdesk Resources

Location: Ottawa, Ontario, Canada
Date Posted: 03-09-2018
Responsibilities:

Intermediate Service desk Agent

Intermediate Service Desk Agent (“SDA”) answers calls, performs basic troubleshooting and attempts first call resolution.

Junior Service Desk Agent

Junior Service Desk Agent (“SDA”) is responsible for answering simple Level 1 calls and attempting first-call resolution.  Examples of this type of call would be a password reset or an account unlock.
 
Requirements:

Intermediate Service Desk Agent must meet the following requirements

  • 3 years’ experience providing Information Technology technical support services in client operating systems, networks operating software or commercial-off the-shelf (COTS) office products.  Technical support can include such as password resets, hardware issues related to damaged Peripherals, software related issues such as non-responding applications, identification of security incidents such as viruses and malware
  • 3 years’ experience working with an enterprise class IT Service Management tool to open, record, prioritize, match against other tickets in the system, track,, document, assign and close service request l/incident, problem and change tickets
  • 3 years’ experience working with an Automatic Call Distribution telephony system to log in and out, set status, generate reports as required
  • Valid Federal Government Level II Secret, or Enhanced Security Level Clearance

Junior SDA must meet the following requirements

  • 2-year experience OR an acceptable combination of education, training, and/or experience providing Information Technology technical support services in client operating systems, networks operating software or commercial-off the-shelf (“COTS”) office products Technical support can include password resets, hardware issues related to damaged Peripherals, software related issues such as non-responding applications, identification of security incidents such as viruses and malware
or
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