B10 Help Desk Specialist Level 2 ITSS
B10 Help Desk Specialist Level 2 ITSS
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Job Description
Position: Help Desk Specialist B.10 Level 2 ITSS (Ottawa)
Location: Ottawa ON
Job ID#: n/a
Mandatory Skills: 5 Years experience
Rate/Salary: Negotiable
Start Date: ASAP March/April 2023
Duration: Contract Position 12 months extendable
Security Clearance Required: Secret Clearance
Language Requirements: English
JOB INFORMATION:
Our client has a requirement for TBIPS B.10 Level 2 Help Desk Specialists for ITSS and for the NCR Service Desk resources on an asandwhenrequested basis to provide 1st and 2nd level support in the NCR.
SCOPE OF WORK
The role of the NCR Service Desk Help Desk Specialist is to act as a Single Point of Contact (SPoC) providing 1st level IM/IT services to clients via telephone Information Technology Service Management (ITSM) tool (Assyst) and/or email. The Help Desk Specialist will resolve and/or instruct clients on IM/IT issues and/or answer their ITrelated queries.
The B.10 Help Desk Specialist Level 2 ITSS resource must perform the following tasks but not limited to:
Perform onsite problem analysis and monitoring tasks monitor network management systems and respond to user requests and problems;
Provide desktop onsite technical support to repair upgrade install troubleshoot and maintain desktop/laptop/tablet computer equipment printers and all peripherals;
Conduct onsite problem determination and analysis on all client calls;
Isolate problems and provide followup instruction as required to reduce the overall number of trouble calls;
Provide advice and technical guidance to end users and distribute new IT assets (such as laptops tablets monitors printers etc. for client needs as the situation requires;
Ensure IT security and safety policies and procedures are adhered to at all times in accordance with Treasury Board and CLIENT regulations and guidelines;
Maintain records of problems reported and their resolution utilizing the provided ITSM tool in accordance with SOPs;
Contact clients either by telephone or in person to ensure all problems are resolved to the clients satisfaction and the requirements of the initial request were fulfilled
Provide ongoing escalation to management of unresolved problems requiring further attention which are causing service delivery delays to clients;
Monitor all activities associated with each ticket or work order through to resolution;
Attend CLIENT training/briefing sessions in order to gain access to Help Desk support software or Help Desk telephone system(s as required; and
Perform other tasks related to this category as required.
Required Grids Include the following:
MANDATORY REQUIREMENTS
Name:
Mandatory Criteria B.10 Help Desk Specialist Level 2 ITSS
M.#
Mandatory Requirements
Met or Not Met:
Bidders Response
(Cross Reference to Proposal)
MT1
*Peripherals are defined as laptops desktop computers monitors keyboard Mouse printers scanners etc.*
Name:
Rated Criteria B.10 Help Desk Specialist Level 2 ITSS
R#
POINTRATED CRITERIA
MAX PTS
SCORE
BIDDERS RESPONSE
(CROSS REFERENCE TO PROPOSAL)
PR1
>5 to 6 years 1 point
>6 to 7 years 2 points
>7 to 8 years 3 points
>8 to 9 years 4 points
9 years 5 points
5
>2 to 3 years 1 point
>3 to 4 years 2 points
>4 to 5 years 3 points
>5 to 6 years 4 points
6 years 5 points
5
>2 to 3 years 1 point
>3 to 4 years 2 points
>4 to 5 years 3 points
>5 to 6 years 4 points
6 years 5 points
5
>2 to 3 years 1 point
>3 to 4 years 2 points
>4 to 5 years 3 points
>5 to 6 years 4 points
6 years 5 points
5
>2 to 3 years 1 point
>3 to 4 years 2 points
>4 to 5 years 3 points
>5 to 6 years 4 points
6 years 5 points
5
>2 to 3 years 1 point
>3 to 4 years 2 points
>4 to 5 years 3 points
>5 to 6 years 4 points
6 years 5 points
5
with network concepts/protocols 10/100 BaseT/TX Ethernet TCP/IP).
>2 to 3 years 1 point
>3 to 4 years 2 points
>4 to 5 years 3 points
>5 to 6 years 4 points
6 years 5 points
5
Total Points
35
&
Required Experience:
Unclear Seniority
Employment Type
Contract
