Government of Canada Ottawa and Gatineau offices, Canada | Posted on 07/17/2026

City Government of Canada Ottawa and Gatineau offices

Country Canada

Job Description
Position Overview
The Level 1 Bilingual Help Desk Analyst provides front-linetechnical support to end‑users in both English and French. This role isresponsible for responding to incidents, resolving common technical issues, andensuring that users receive timely, qualified assistance related to desktopenvironments, business applications, and standard corporate tools. The analystmust demonstrate strong customer service skills, the ability to troubleshooteffectively, and the capability to work efficiently within a service deskenvironment.

Key Responsibilities

Providefirst‑level technical support to end‑users via phone, email, and remotetools.

Record,track, and document incident resolutions using IT Service Management(ITSM) tools.

Diagnoseand resolve issues related to desktop environments, business applications,email, and Microsoft Office.

Escalatecomplex incidents to higher-tier teams when necessary.

Supportcorporate mobile devices, conferencing tools, and other standard ITservices.

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 thefollowing:

A. Experience Path
12 months of experience , completed within the last 2years , providing IT Service Desk Support to end‑users to resolveincidents related to:





the CorporateDesktop Environment , or

CorporateBusiness Applications .

OR

B. Education Path
Evidence of a completed two‑year (or longer) post‑secondaryeducational program in:

informationtechnology,

informationmanagement, or

anotherrelevant 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 incidentsrelated 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 AutomatedCall 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 remotecontrol 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, providingclient support for video conferencing equipment and services .

Avalid certification in one of the following:

#J-18808-Ljbffr

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