Service desk Analyst at Client site in Ottawa

DXC Technology Inc.; Ottawa; On-site; CAD 45,000 - 55,000; Full time

Job summary

A leading IT services firm in Ottawa is seeking a bilingual (English/French) Helpdesk service provider for onsite support. Responsibilities include responding to support requests, troubleshooting technical issues, and ensuring quality service. Candidates must have a high school education, relevant experience, and excellent communication skills. This position requires a Canadian citizen willing to obtain security clearance. Join a team focused on innovation and inclusivity.

Benefits

Diversity and inclusion initiatives

Career advancement opportunities

Supportive work culture

Qualifications

• 1-3 years’ work experience or equivalent combination of experience and college level education.
• Experience in a customer-facing role, either remote or face to face.
• Competency prioritizing and redefining priorities when necessary.

Responsibilities

• Provide telephone and email support for applications and computer equipment.
• Ensure Helpdesk is monitored during hours of operation.
• Troubleshoot and diagnose software and hardware problems.

Skills

bilingual (English/French)

Superior communication skills

Problem-solving skills

Ability to work independently and in teams

Customer service experience

Education

High school education or equivalent

IT Technical graduate

Tools

Microsoft Windows

Microsoft Office

Ticketing systems

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 Top Secret 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)
• 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.

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.