Help Desk Specialist - Gatineau, Canada - Kyndryl
Description
Position:
Help Desk Specialist
Client:
Federal government client
Location:
Onsite Place du Portages, Gatineau)
Duration: 1 year initial + two 1 year extensions
Security Clearance:
Federal Government Secret Clearance
Language:
English
Background:
Our federal government client within a government department manages an Information Management and Technology Service Desk, offering assistance to users worldwide.
Qualifications:
-
Valid Government of Canada Security Clearance at the level of Secret
- 5 years experience as a help desk specialist
Responsibilities could entail:
- Respond to client inquiries via live chat on the Service Desk, perform initial troubleshooting, and attempt to resolve issues. If a solution is not found, direct the request to the appropriate support team.
- Offer IM/IT Support to VIP clients with DFATD network accounts.
- Answer calls from VIP clients using the VIP Support telephone line, create a support ticket, troubleshoot the issue, and assign it to the VIP Support team if necessary.
- Process Service Desk requests.
- Monitor IT Service Management Software (ITSM) queues for the Service Desk.
- Open tickets and collaborate with the SSC Enterprise Service Desk for escalations when needed.
- Perform initial analysis and sorting of incidents, requests, and problems in the Service Desk queues, escalating to other teams when required.
- Monitor the Service Desk mailbox and update service requests (tickets) accordingly.
- Coordinate major and critical incidents.
- Address calls from DFATD Incident Managers or DFATD ITPs for incident escalations or reporting major/critical incidents and outages.
- Provide notifications and updates to incident stakeholders throughout the incident or outage.
- Act as an Incident Coordinator, managing major/critical incidents and outages involving all stakeholders, such as Shared Services Canada (SSC), Duty Regional Deputy Director, and Technology Owners.
- Respond to calls from SSC Incident Coordinators or support teams seeking escalations or information on major or critical incidents and outages.
- Escalate issues to oncall support teams.
- Handle Level 1 Security Incident you to apply.
Job Type:
Fixed term contract
Contract length: 36 months
Salary:
$25.00-$40.00 per hour
Expected hours: 37.5 per week
Schedule:
- Day shift
- Evening shift
- Morning shift
- Night shift
Application question(s):
- Do you currently hold a valid Secret clearance with the Federal Government of Canada?
- Do you currently hold 5 years experience as a help desk specialist?
- Are you fluently bilingual in english and french?
Work Location:
In person
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