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:

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📌 Bilingual Help Desk Analyst (Montreal)
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