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SRA Staffing: Help Desk Specialist

SRA Staffing

This is a Full-time position in Ottawa, ON posted March 2, 2021.

Hi,This is Hemanth from SRA Staffing.

I am connecting with you regarding theroleofHelpdeskAnalyst L1 & L2.

If you are interested and available in the market please do send me your updated resume.

I will be waiting for your reply.Location:Ottawa, ON.Contract Duration: 3 yearsSecurity Clearance-Secret (Level II)Language: English & French Mandatory Requirements:Security Clearance-Secret (Level II)Language: English & FrenchJob Description: Help Desk Analyst LEVEL-1 Hours:The IM/IT Service Desk is responsible for providing 24 hours a day, 7 days a week, 365 days a year (24/7/365) support to the Department’s employees, Partners and Co-locators.

The GAC Service Desk works on a rotating shift schedule and is never closed.

The requirement is for client-focused persons who can provide IT support over the telephone, and remote desktop support for our clients based in the NCR, and our clients, partners and colocation at our points of presence throughout the world.

The Junior Help Desk Specialists are required to work in the Service Desk (IM/IT call center) on a rotating shift schedule and provide continuous 24/7/365 IM/IT operational support.

Tasks:The Help Desk Specialist Level 1 will be required to perform, but not be limited to, the following tasks: Answer clients calling the service desk, in an IM/IT call center, phone queue; Work on ticketsassigned to the IM/IT Service Desk queue in Remedy; Answer clients contacting us via the Information Technology Service Management (ITSM) Chat feature (part of ITSM); Answer clients calling from multiple queues: VIP queue, client queue, etc.; Process email requests for supports from VIP clients, create service requests for them and assign to support team; Complete After-Hours Report; Perform other related duties incidental to the work described herein.

Help Desk Analyst LEVEL-2 Hours:The IM/IT Service Desk is responsible for providing 24 hour a day, 7 day a week, 365 days a year (24/7/365) support to the Department’s employees, Partners and Co-locators.

The client Service Desk works on a rotating shift schedule and is never closed.

The requirement is for client-focused persons who can provide IT support over the telephone, and remote desktop support for our clients based in the NCR, and our clients, partners andco-locatorsat our points of presence throughout the world.

The Intermediate Help Desk Specialists are required to work in the Service Desk (IM/IT call centre) on a rotating shift schedule and provide continuous 24/7/365 IM/IT operational support.

Tasks:The Help Desk Specialist Level 2 will be required to perform, but not be limited to, the following tasks: Assist Junior Service Desk agent with coaching and escalation of more complex issues; Answer calls tothe Incident Management phone line; Answer clients calling from multiple queues: VIP queue, client queue, etc, when all Service Desk agents are notavailable (overflow); Answer clients contacting us via the ITSM Chat feature (part of ITSM) when all Service Desk agents are not available(overflow); Triage of tickets assigned to the Service Desk Online (SDO) queue; Work on ticketsassigned to the “IM/IT Service Desk” and “SD Escalation” queues in Remedy; Receive requests for supports from VIP clients, create service requests for them and assign to support team; Escalation to SSC Enterprise Service Desk for mobile devices; Escalation of support requests to support team including, when needed, call back to on-call person; Communication and tracking of major IT Incidents and IT Problems; Processing of Security Operations Centre (SOC) Events from Federal Information Protection Centre (FIPC); Review and prioritize emails received in IM/IT client Service Desk mailbox; Review and, as needed, process requests sent to clients IT Incident Manager mailbox; Process emails from FIPC about SOC Events and create service requests; Perform other related duties incidental to the work described herein.