Deskside Support / Field Services in Ottawa

DXC Technology Philippines; Ottawa; On-site; CAD 38,000 - 70,000; Full time

Benefits offered by this job

Health, dental and vision insurance

Employee wellness

Retirement savings plan

Paid holidays

Paid time off

Job summary

DXC Technology is seeking a Helpdesk Analyst to provide telephone and email support for applications and equipment at a client site in Ottawa, Ontario. The role requires onsite work and Security Clearance as a Canadian citizen with 10 years of verifiable history.

You will monitor 2nd-level support, document requests in a ticketing system, assess urgency, and resolve issues using problem-solving skills. Bilingual French/English is preferred.

Qualifications

• 3-5 years general experience or equivalent with college level education.
• Security Clearance with the Canadian government is required for this role.
• Bilingual (French/English) is preferred and beneficial.

Responsibilities

• Provide telephone and email support for applications and equipment.
• Monitor 2nd-level support during operating hours.
• Respond to requests in a courteous, professional manner and document them in a ticketing system.
• Assess and resolve requests based on urgency and resources.
• Apply problem-solving techniques to resolve issues before escalation.
• Troubleshoot and diagnose software and hardware problems; arrange repairs as needed.

Skills

Customer communication

Problem solving

Bilingual French/English

Independent work

Education

College diploma

Tools

Ticketing system

MS Office

MS Windows

Job description

Job Description:At DXC we use the power of technology to deliver mission critical IT services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, analytics and engineering, applications, security, cloud, IT outsourcing and modern workplace.Our DXC Modern Workplace services enables customers' employees to easily find, understand and engage with IT and their colleagues anytime, anywhere and on any device. We empower a personalized experience that enables employees to work seamlessly and securely.About The RoleDXC Technology is seeking a highly motivated team memberwilling to go through a Security Clearance with the Canadian government, hence the applicant must be a Canadian Citizen with 10 years verifiable history on Canadian soilto provide Helpdesk services at a client site in Ottawa, Ontario, Canada. The successful candidate MUST reside in the Ottawa area as work is exclusively onsite.DXC Technology produces better business outcomes for our clients through our comprehensive Infrastructure Technology Outsourcing Services. Our service excellence, with consistent globally delivered standardized services guarantees clients peace of mind, while our ability to drive innovation ensures clients a compelling strategy for the futureWhat You´ll Do:Providing telephone and email support for all applications, proprietary programs and computer equipment used by the firmEnsuring the 2nd-level support is monitored at all times during hours of operation.Responding to requests in a courteous, professional, and appropriate mannerDocumenting requests using a ticketing system.Assessing and resolving all support requests based on urgency, type of issue and available resources.Applying problem-solving techniques to resolve Help Desk issues prior to escalating.Troubleshooting and diagnosing software and hardware problems and arranging for repairs as appropriate.Other duties as assignedWho You Are:Typically requires 3-5 years general experience, or equivalent combination of experience and college level educationThis role requires Security Clearance with the Canadian government, hence the applicant must be a Canadian Citizen with 10 years verifiable history on Canadian soilExperience in customer facing role either remote or face to faceSuperior skills in both written and verbal communicationProblem solving skillsPossess a positive attitude and the drive take care of clients' needs in a professional and courteous mannerAbility to work independently, as well as in a team environmentProduce and maintain a high quality and quantity of productivity which can sometimes be under tight timelinesCompetence to prioritize and to redefine priorities when necessaryKnowledgeable in case management processes.Experience handling stressful situationsExperience with word processing, spreadsheet, presentation, email and database products would be an asset.Knowledge of Microsoft Windows, Printers, and PDA's, etc.Documents management system and networking an assetAbility to lift/move up to 25lbs.Ability to potentially stand and or walk for long periods.Bilingualism (French/English)Work EnvironmentWork assigned eight-hour shifts, Monday to Friday, full time (May have overtime)**This position is at client site in Ottawa**Joining DXC connects you to brilliant people who embrace change and seize opportunities to advance their careers and amplify customer success. At DXC we support each other and work as a team — globally and locally. Our achievements demonstrate how we deliver excellence for our customers and colleagues. You will be joining a team that works to create a culture of learning, diversity and inclusion and are dedicated to strong ethics and corporate citizenship.Compensation at DXC is influenced by an array of factors, including but not limited to the experience, job-related knowledge, skills, competencies, as well as contract-specific affordability and organizational requirements. A reasonable estimate of the current compensation range for this position is $37,800 - $70,200.Full-time hires are eligible to participate in the DXC benefit program. DXC offers a comprehensive, flexible, and competitive benefits program which includes, but is not limited to, health, dental, and vision insurance coverage; employee wellness; life and disability insurance; a retirement savings plan, paid holidays, paid time off.DXC is an equal opportunity employer. We welcome the many dimensions of diversity. Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy.In addition, DXC Technology is committed to working with and providing reasonable accommodation to qualified individuals with physical and mental disabilities. If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment, please e-mail AODA Canada Requests.Note: This option is reserved for applicants needing a reasonable accommodation related to a disability.At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.