Service desk Analyst at Client site in Ottawa

dxctechnology; Ottawa; On-site; CAD 38,000 - 70,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Employee wellness

Life and disability insurance

Retirement savings plan

Paid holidays

Paid time off

Job summary

DXC Technology is seeking a bilingual helpdesk professional to provide on-site support at a client site in Ottawa, Ontario. The role requires Canadian citizenship and security clearance, with 10 years verifiable history on Canadian soil, and candidates must reside in the Ottawa area.

You will handle phone and email support for applications and hardware, document issues, and escalate when needed. Strong English and French communication is essential, along with a customer-focused attitude.

Qualifications

• Bilingual English/French required.
• Security clearance with Canadian government; Canadian citizen with 10 years verifiable history on Canadian soil.
• High school education or equivalent; 1–3 years work experience or equivalent.
• Experience in customer-facing role, on-site preferred.
• Ability to work independently and in a team; strong communication.

Responsibilities

• Providing telephone and email support for applications and devices used by the client.
• Ensuring the Helpdesk is monitored during hours of operation.
• Responding to calls in a timely, courteous, professional manner.
• Assessing and resolving service requests based on urgency and resources.
• Documenting issues and resolutions in a ticketing system.

Skills

Bilingual English/French

Strong communication skills

Customer service

Independent and team work

Education

High school diploma or equivalent

IT technical graduate considered

Tools

Microsoft Windows

Microsoft Office

Printers

Document management systems

Networking

Mobile phones

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 Role

DXC Technology is seeking a bilingual (English/French) team member

willing 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 soil

to 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.

What You´ll Do:

• Providing telephone and email support for any applications, proprietary programs, and computer equipment used by the client.
• Ensuring the Helpdesk is always monitored during hours of operation.
• Responding to calls in a timely, courteous, professional, and appropriate manner.
• Assessing and resolving all service requests based on urgency, type of issue and available resources.
• Applying problem-solving techniques to resolve Helpdesk issues prior to escalating.
• Troubleshooting and diagnosing software and hardware problems and arranging for repairs as appropriate.
• Documenting details of issues, and work completed to resolve them, in a ticketing system.
• Other duties may also be assigned.

Who You Are:

• bilingual (English/French)

• This role requires Security Clearance with the Canadian government, hence the applicant must be a Canadian Citizen with 10 years verifiable history on Canadian soil

• Superior written and verbal communication skills in both English and French are mandatory.
• High school education or equivalent.
• 1-3 years' work experience or equivalent combination of experience and college level education.
• IT Technical graduate applicants will be strongly considered.
• Experience in customer facing role, either remote or face to face.
• A positive attitude and a drive take care of client needs.
• Ability to work independently as well as in a team environment.
• Ability to maintain a high quality of service despite tight timelines.
• Competency prioritizing and redefining priorities when necessary.
• Knowledge of call routing and case management processes.
• Experience applying problem solving skills in stressful situations.
• Experience with Microsoft Windows, Microsoft Office, and printers.
• Knowledge of document management systems, networking, and mobile phones an asset.

Work Environment

Work assigned eight-hour shifts, Monday to Friday, covering a range of 5:45 AM to 6:15PM.

**This positin 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.
• 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.