10 TECHNICAL SUPPORT HELPDESKS
NATIONAL DEFENCE - 10 HELPDESKS - Ottawa, ON

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Bilingual
Enhanced

DND requires ten (10) THS contractors to help provide timely support service to clients during a period of elevated demand caused by the implementation of the WIN 7 Project Rollout.

Please submit this consent with your reply:

I, ___________________________, authorize and consent to be proposed by “DARE HR CORP” and submit my application for the requirement of “RFA W6369-14-P5GB” “Computer Application Support & Intermediate level.” I acknowledge my availability for this requirement. If I am selected for this requirement and decline, my candidacy for this particular requirement will not be considered by the Federal Department User under any other company’s proposal for this particular requirement.

DUTIES:
Provide user advisory and information services through the NCR Service Desk, including responding to inquiries on NCR IT subjects of a general nature.

Provide the initial point of contact for technical help in the case of individual users experiencing problems with the use of network hardware, software and applications.

Conduct first-level and second-level problem determination and analysis on all client calls.

Respond to incoming calls received by the NCR Service Desk, which includes troubleshooting and responding to user problems over the telephone.

Use of recognized Service Desk software to receive, log and track all trouble calls and record all actions taken, up to problem resolution.

Update client information/address in the Service Desk database as required.

Isolate problems and give follow-up instruction as required to reduce the overall number of trouble calls.

Conduct follow-up activities with clients to ensure all problems are resolved to the client's satisfaction, according to Service Level Agreements.

Follow all policies and procedures as directed by the assigned Manager and /or team leader.

MANDATORY CRITERIA (resource must have the following)

EXPERIENCE:

Minimum twelve (12) months within the last 2 years demonstrated experience supporting MS Office 2003 or more recent.

Minimum twelve (12) months within the last 2 years demonstrated experience supporting MS Outlook 2003 or more recent.

Minimum twelve (12) months within the last 2 years providing user and network support in a Windows XP or more recent desktop environment.

Minimum twelve (12) months within the last 2 years Providing remote/phone based Service Desk support to clients in a Windows desktop environment.

Minimum twelve (12) months within the last two (2) years with Service Desk management software.

Minimum twelve (12) months within the last two (2) years with user accounts and server administration in Windows 2003 Server Directory environment


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