Service desk Analyst at Client site in Ottawa

DXC Technology Inc.; Ottawa; On-site; CAD 40,000 - 65,000; Full time

Job summary

An established industry player is looking for a bilingual Helpdesk Support professional to join their team in Ottawa. This role involves providing essential support to clients, ensuring timely responses to service requests, and maintaining high-quality service standards. The ideal candidate will possess strong communication skills in both English and French, along with a positive attitude and problem-solving abilities. This position offers a unique opportunity to work in a dynamic environment, contributing to the success of clients while advancing your career in IT support.

Qualifications

• 1-3 years of experience in a customer-facing role.
• Proficient in troubleshooting software and hardware issues.

Responsibilities

• Provide telephone and email support for applications and equipment.
• Document issues and resolutions in a ticketing system.

Skills

Bilingual (English/French)

Customer Service

Problem Solving

Communication Skills

Technical Support

Education

High School Diploma

IT Technical Graduate

Advanced Degree

Tools

Microsoft Windows

Microsoft Office

Ticketing System

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 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.
• The selected individual must have, or be willing to obtain, Top Secret clearance and be willing to take an administered polygraph.

Who You Are

• 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.

In Addition To Above Requirements, our Ideal candidate Will Also

• An advanced degree in a relevant field is a plus
• Relevant certifications, such as CompTIA Security+, Cisco CCENT, or AWS Certified Solutions Architect, are a plus

Work Environment

• **This positin is at client site in Ottawa**
• Work assigned eight-hour shifts, Monday to Friday, covering a range of 5:45 AM to 6:15PM.

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.

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 availablehere.