Operational Support Administrator

Location

Ottawa (Parliament Hill), Canada

Operational Support Administrator

3 Months

The Intermediate Operational Support Administrator resource will provide administrative support to the IT Client Services team in support of its mandate. In this role, the individual may be required to log and process Service Requests submitted to the Service Desk via various channels, or act as the first point of contact for a designated Service area or Manager, including accepting incoming requests, logging and tracking these requests, responding to inquiries, and re‑directing incoming requests to the appropriate team member in accordance with their particular role within the team.

• Providing administrative and technical support of a clerical nature as required to support the IT Client Services team leads and managers
• Receiving and fulfilling end‑user requests for assistance or information, and if necessary, escalating the Service Request
• Processing employee onboarding and off‑boarding requests
• Logging and categorizing requests into the IT Service Management (ITSM) software tool (e.g. BMC Helix), such as regional requests for IMACs, including receiving a request, scheduling work, and monitoring progress to ensure completion of the desktop hardware move, add or change
• Using and maintaining an online tool (e.g. MS SharePoint) for tracking Corporate Software licensing, and distribution of mobile devices, laptops, USB keys, etc.
• Communicating with clients directly both verbally and in writing to seek clarification regarding request requirements, provide guidance on Service Request processes and confirm request completion
• Recording minutes during team meetings
• Using the Microsoft Office suite (i.e. Outlook, Word, PowerPoint and Excel)

• 5 years of experience providing administrative support in an IM/IT environment
• 12 months of experience with MS Office Suite

Symbiotic Digital is a division of Symbiotic Group Inc. We serve customers in two ways: IT Consulting expertise and Recruitment. We are a 100% Indigenous‑owned company.