Service desk Analyst at Client site in Ottawa

DXC Technology • Ottawa, ON

1d • Onsite

About The Position

At DXC we use the power of technology to deliver mission critical IT services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, analytics and engineering, applications, security, cloud, IT outsourcing and modern workplace. Our DXC Modern Workplace services enables customers' employees to easily find, understand and engage with IT and their colleagues anytime, anywhere and on any device. We empower a personalized experience that enables employees to work seamlessly and securely. DXC Technology is seeking a bilingual (English/French) team member willing to go through a Security Clearance with the Canadian government, hence the applicant must be a Canadian Citizen with 10 years verifiable history on Canadian soil to provide Helpdesk services at a client site in Ottawa, Ontario, Canada. The successful candidate MUST reside in the Ottawa area as work is exclusively onsite.

Requirements

• bilingual (English/French)
• This role requires Security Clearance with the Canadian government, hence the applicant must be a Canadian Citizen with 10 years verifiable history on Canadian soil
• Superior written and verbal communication skills in both English and French are mandatory.
• High school education or equivalent.
• 1-3 years’ work experience or equivalent combination of experience and college level education.
• Experience in customer facing role, either remote or face to face.
• A positive attitude and a drive take care of client needs.
• Ability to work independently as well as in a team environment.
• Ability to maintain a high quality of service despite tight timelines.
• Competency prioritizing and redefining priorities when necessary.
• Knowledge of call routing and case management processes.
• Experience applying problem solving skills in stressful situations.
• Experience with Microsoft Windows, Microsoft Office, and printers.

Nice To Haves

• IT Technical graduate applicants will be strongly considered.
• Knowledge of document management systems, networking, and mobile phones an asset.

Responsibilities

• Providing telephone and email support for any applications, proprietary programs, and computer equipment used by the client.
• Ensuring the Helpdesk is always monitored during hours of operation.
• Responding to calls in a timely, courteous, professional, and appropriate manner.
• Assessing and resolving all service requests based on urgency, type of issue and available resources.
• Applying problem-solving techniques to resolve Helpdesk issues prior to escalating.
• Troubleshooting and diagnosing software and hardware problems and arranging for repairs as appropriate.
• Documenting details of issues, and work completed to resolve them, in a ticketing system.
• Other duties may also be assigned.

Benefits

• DXC is an equal opportunity employer.
• We welcome the many dimensions of diversity.
• Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy.
• In addition, DXC Technology is committed to working with and providing reasonable accommodation to qualified individuals with physical and mental disabilities.
• Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances.
• We’re committed to fostering an inclusive environment where everyone can thrive.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED