Bilingual Junior Service Desk Agent

Ottawa - Canada

Monthly Salary: Not Disclosed

Posted on: 10 hours ago

Vacancies: 1 Vacancy

Job Summary

Contract Term: 36 months with possible extension

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

(This represents the expected hourly compensation for this Fixed-Term role.)

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

Requirements

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
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.

Required Experience:

Junior IC

Contract Term: 36 months with possible extensionLocation: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 PayT4: $20.88 per hour(This represents the expected hourly comp...

Contract Term: 36 months with possible extension

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

(This represents the expected hourly compensation for this Fixed-Term role.)

Vacancy Status

This posting is not for an existing vacancy and is intended to support a future contract backfill

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

Requirements

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
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.