Bilingual Help Desk Analyst

Symbiotic Group; Ottawa; On-site; CAD 42,000 - 68,000; Full time

Job summary

The Government of Canada is seeking a Level 1 bilingual Help Desk Analyst to provide front-line technical support in English and French for desktop environments, business applications, and standard corporate tools. This role emphasizes customer service, effective troubleshooting, and timely assistance within a service desk setting.

Responsibilities include incident handling via phone, email, and remote tools, logging resolutions in ITSM systems, and escalating complex issues when needed.

Qualifications

• 12 months of experience, completed within the last 2 years, providing IT Service Desk Support to end-users to resolve incidents related to the Corporate Desktop Environment or Corporate Business Applications.
• Evidence of a completed two-year post-secondary educational program in information technology, information management, or another relevant IT-related specialty.
• 12 months of experience, completed within the last 3 years, providing IT Service Desk Support to end-users to resolve incidents related to email and the Microsoft Office suite.

Responsibilities

• Provide first-level technical support to end-users via phone, email, and remote tools.
• Record, track, and document incident resolutions using ITSM tools.
• Diagnose and resolve issues related to desktop environments, business applications, email, and Microsoft Office.
• Escalate complex incidents to higher-tier teams when necessary.
• Support corporate mobile devices, conferencing tools, and other standard IT services.
• Maintain a high level of customer satisfaction by delivering clear, courteous, and timely support in English and French.

Skills

Bilingual English/French

Customer service

Troubleshooting

Education

Two-year IT program

Information management

Tools

ACD system

ITSM software (e.g., BMC Helix)

Remote control software (e.g., Windows Remote Assistance)

Mobile device support tools

Video conferencing equipment

Job description

Government of Canada Ottawa and Gatineau offices, Canada | Posted on 07/17/2026

• City Government of Canada Ottawa and Gatineau offices
• Country Canada

Job Description

Position Overview

The Level 1 Bilingual Help Desk Analyst provides front-linetechnical support to end‑users in both English and French. This role isresponsible for responding to incidents, resolving common technical issues, andensuring that users receive timely, professional assistance related to desktopenvironments, business applications, and standard corporate tools. The analystmust demonstrate strong customer service skills, the ability to troubleshooteffectively, and the capability to work efficiently within a service deskenvironment.

Key Responsibilities

• Providefirst‑level technical support to end‑users via phone, email, and remotetools.
• Record,track, and document incident resolutions using IT Service Management(ITSM) tools.
• Diagnoseand resolve issues related to desktop environments, business applications,email, and Microsoft Office.
• Escalatecomplex incidents to higher-tier teams when necessary.
• Supportcorporate mobile devices, conferencing tools, and other standard ITservices.
• Maintaina high level of customer satisfaction by delivering clear, courteous, andtimely support in both English and French.

Mandatory Requirements

The proposed resource MUST demonstrate one of thefollowing:

A. Experience Path

12 months of experience , completed within the last 2years , providing IT Service Desk Support to end‑users to resolveincidents related to:

• the CorporateDesktop Environment , or
• CorporateBusiness Applications .

OR

B. Education Path

Evidence of a completed two‑year (or longer) post‑secondaryeducational program in:

• informationtechnology,
• informationmanagement, or
• anotherrelevant IT-related specialty.

The proposed resource MUST also demonstrate:

• 12months of experience , completed within the last 3 years ,providing IT Service Desk Support to end‑users to resolve incidentsrelated to email and the Microsoft Office suite .

Additional Required Skills (Choose Any Two)

The proposed resource MUST demonstrate two ofthe following:

• 6months of experience , completed within the last 3 years, using an AutomatedCall Distribution (ACD) system .
• 6months of experience , completed within the last 3 years, using an ITService Management (ITSM) software tool (e.g., BMC Helix).
• 6months of experience , completed within the last 3 years, using remotecontrol software (e.g., Windows Remote Assistance).
• 6months of experience , completed within the last 3 years, providing ITService Desk client support for mobile computing devices .
• 6months of experience , completed within the last 3 years, providing ITService Desk client support for SAP ERP Financials business application .
• 6months of experience , completed within the last 3 years, providingclient support for video conferencing equipment and services .
• Avalid certification in one of the following: