Job Description & How to Apply Below
City Government of Canada Ottawa and Gatineau offices
Country Canada
Job Description
Position Overview
The Level 1 Bilingual Help Desk Analyst provides front-line technical support to end‑users in both English and French. This role is responsible for responding to incidents, resolving common technical issues, and ensuring that users receive timely, professional assistance related to desktop environments, business applications, and standard corporate tools. The analyst must demonstrate strong customer service skills, the ability to troubleshoot effectively, and the capability to work efficiently within a service desk environment.
Key Responsibilities
Provide first‑level technical support to end‑users via phone, email, and remote tools.
Record,track, and document incident resolutions using IT Service Management(ITSM) tools.
Diagnose and resolve issues related to desktop environments, business applications,email, and Microsoft Office.
Escalate complex incidents to higher-tier teams when necessary.
Support corporate mobile devices, conferencing tools, and other standard IT services.
Maintaina high level of customer satisfaction by delivering clear, courteous, andtimely support in both English and French.
Mandatory Requirements
The proposed resource MUST demonstrate one of the following:
A. Experience Path
12 months of experience , completed within the last 2years , providing IT Service Desk Support to end‑users to resolve incidents related to:
the Corporate Desktop Environment , or
Corporate Business Applications .
OR
B. Education Path
Evidence of a completed two‑year (or longer) post‑secondary educational program in:
informationtechnology,
information management, or
another relevant IT-related specialty.
The proposed resource MUST also demonstrate:
12months of experience , completed within the last 3 years ,providing IT Service Desk Support to end‑users to resolve incidents related to email and the Microsoft Office suite .
Additional Required Skills (Choose Any Two)
The proposed resource MUST demonstrate two ofthe following:
6months of experience , completed within the last 3 years, using an Automated Call Distribution (ACD) system .
6months of experience , completed within the last 3 years, using an ITService Management (ITSM) software tool (e.g., BMC Helix).
6months of experience , completed within the last 3 years, using remote control software (e.g., Windows Remote Assistance).
6months of experience , completed within the last 3 years, providing ITService Desk client support for mobile computing devices .
6months of experience , completed within the last 3 years, providing ITService Desk client support for SAP ERP Financials business application .
6months of experience , completed within the last 3 years, providing client support for video conferencing equipment and services .
Avalid certification in one of the following:
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