Help Desk

Under the supervision of the Team Leader, this role is to provide Technical Support Centre (TSC) Help Desk services.

Location: Ottawa
Responsibilities: The role of the TSC Help Desk Specialist is to receive requests by phone, email or in person, greet the client and record the details of the request in the HPSM call management system. Depending on the nature of the problem and short-term call volumes, the Help Desk Specialist will either attempt to resolve the request immediately or assign it to a Desktop Support Administrator or Analyst or to the appropriate resource within the Information Management and Technology Directorate (IMTD).
  • Analyzing problem and determining whether the problem requires more in-depth research
  • Conducting in-depth research and endeavouring to resolve client problem
  • Determining if problem requires third level support from another group within IMTD (i.e. networking, applications or e-access) and referring problem to appropriate internal resource
  • Documenting problem and resolutions in the call tracking system
  • Advising clients of the current status of their service calls
  • Reset system passwords at clients’ request
  • Provide software and hardware support to site and regional offices using remote control software
  • Management of loan inventory
  • Prepare processes/procedures to ensure client receives consistent, effective and timely support
  • Update/maintain helpdesk knowledge base in order to ensure consistent, effective and timely solutions to clients
  • Escalating any unresolved issues to Team Leader
Essential Skills:
  • Minimum of 10 years of experience working as a Help Desk Specialist within a government department
  • Minimum of 5 years of experience supporting and troubleshooting Microsoft Office products
  • Minimum of 2 years or experience providing remote support
  • Minimum of 3 yeas of experience using HP Service Manager call tracking system or similar call tracking systems
  • Must be fluently bilingual in both official languages, verbally and in writing
  • In depth and up-to-date knowledge of computer terms, products and product functionality in order to assist in computer hardware/software research and troubleshooting
  • Analytical skills and ability to solve problems and implement effective and timely solutions, to streamline hardware/software installations and provide technical support to clients
  • Knowledge of communication techniques to be able to determine the true nature of the caller’s problem and effectively communicate the resolution
  • Knowledge of a customer service environment and related practices
  • Report writing skills to prepare reports on software/hardware research, analysis and evaluations
  • Strong time management skills in order to assess requirements, set priorities to a heavy work load and address call volumes

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