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Bilingual Help Desk – Entry Level – New IT Grads!


This is a Full-time position in Ottawa, ON posted November 18, 2018.

The Service Desk Agent is a member of the Ottawa Delivery Center Service Desk team. The Service Desk Agent provides a single point of contact for all L1 hardware, software, application and network support interactions. Service Desk Agents handle interactions from chat, phone, email and automated channels. The Ottawa Delivery Center is open 24 hours per day, 365 days per year.

ü This is a full-time role though hours can range from 36-40 per week

ü Shift work times will be determined by client requirements and include weekdays, off hours, over night and weekend shifts

ü Agents can be required to work from home (must live within 90 minutes of the office)

ü There are no travel requirements

The role itself:

ü Receives, logs and answers customer problem/request/issues

ü Performs initial level of problem identification and attempts to resolve when appropriate; otherwise, documents troubleshooting efforts in problem ticket and assigns case to appropriate support group

ü Assists with monitoring and tracking incidents to ensure resolution occurs within the service level agreements

ü Performs follow-up on incidents to ensure customer satisfaction

ü Understand the client’s business strategy, operating vision, service level agreements and capabilities, and how they affect technology imperatives.

ü Identify risks and assumptions associated with the functional elements of the solution.

ü Inform the technical lead and project manager of any issues that may affect other areas of the project.

ü Identifies, assesses and solves complex business problems for area of responsibility, where analysis of situations or data requires an in-depth evaluation of variable factors.

ü Closely follows the strategic direction set by project leads when establishing near term goals.

ü Has some latitude in decision-making. Acts independently to determine methods and procedures on new assignments.

ü Decisions have a major day to day impact on area of responsibility.

ü Adapts existing methods and procedures to create alternative solutions to moderately complex problems.

ü Uses own judgment to determine optimal solution to recommend.

ü Generally interacts with peers and/or management levels at a client and/or within the organization.

ü Determines methods and procedures on new assignments with minimal guidance.

ü Decisions often impact the team in which they reside and occasionally impact other teams

Professional Skill Requirements:

ü       Fluent in both English and French languages – (oral, written, reading)

ü       Ability to document and communicate progress against plans, taking corrective action as necessary.

ü       Ability to identify, clarify, and resolve issues and risks, escalating them as needed.

ü       Proven ability to build, manage and foster a team-oriented environment

ü       Proven ability to work creatively and analytically in a problem-solving environment

ü       Desire to work in an information systems environment

ü       Excellent leadership and management skills

ü       Demonstrated leadership in professional setting

ü       Demonstrated teamwork and collaboration in a professional setting

ü       Must be able to follow process flows

ü       Must be able to read technical manuals and instructions


Preferred Skills & Qualifications

ü       Knowledge of Microsoft Office suite is essential, especially MS Outlook

ü       Knowledge of Windows 7 and Windows 8 operating systems is preferred

ü       Working knowledge of hardware such as laptops, desktops and printers

ü       Experience troubleshooting/working with hand held devices such as mobile phones

ü       Experience troubleshooting/working with internet connectivity, proprietary software and applications

ü       Experience with an incident tracking system such as Service Now, Seibel, Heat or BMC Remedy

ü       Excellent customer service skills

ü       Excellent communication (written and oral) and interpersonal skills

ü       Previous Service Desk, Help Desk, Call Center or Technical Support experience is preferred

ü       Desire to work in an information systems environment

ü       Leadership and management skills



ü       Must be capable of taking between 20-40 interactions per day (chat, telephone, email, voicemail)

ü       Must be able to multitask in a fast paced environment

ü       Flexibility for shift work as hours of operation have a tendency of changing on a regular basis

ü       Must have flexibility for working all of the Canadian holidays (Our clients are global)

ü       Individuals must have flexibility for working overnight and on weekends when required

ü       Individuals must have ability to type a minimum 35-50 words per minute

ü       Individuals must have flexibility for working overtime with or without prior notice

Skills Required

  • Education level: Professional
  • Work experience (years): 0-2 years


Salary: N/D