Job opportunity
Bilingual Help Desk Analyst
Symbiotic Group
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, professional 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
Apply on source site 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, professional 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