Service Desk Analyst

We have an exciting opportunity available for a Service Desk Analyst in Ottawa, ON. This is a 12-month contract to start with the potential to extend. The ideal candidate has over a year of experience working in IT Support and a minimum of 3 years of demonstrated customer service experience.

Key Details

• Duration: 12 Months
• Anticipated Start Date: April 5, 2025
• Hours: 37.5 hours per week
• Location: Full time onsite at the client's head office in Downtown Ottawa
• Bilingual in French & English: Not required, but would be an asset
• Clearance: Not required, but must be eligible to attain clearance
• Reporting to: Assistance Director, End User Support

Roles and Responsibilities

• Provide first-level investigation and diagnosis for hardware and software issues
• Log all user interactions (incoming and outgoing) into the client's call-management system
• Establish a course of action to correct issues, provide information to users
• Install, move or set up, and provide ongoing support and troubleshooting assistance to all client's employees for desktop, laptop and/or peripherals
• Provide deskside support for calls that cannot be resolved over the telephone or via remote
  management
• Deliver the highest quality of customer service to the users within service levels
• Participate in the creation and ongoing maintenance of a knowledge base on technical issues
• Other related activities and deliverable, as required

Qualifications and Skills

• University degree or a college diploma in information technology
• A minimum of one (1) year of recent work experience in an information technology service desk,
  operational environment
• A minimum of three (3) years of demonstrated customer service experience
• Excellent communication skills and pleasant telephone manners
• Demonstrated experience interacting with individuals at various levels in an organization