Help Desk
Bell Canada - Ottawa, ON

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Bell Canada’s Business Market Group (BBM) is headquartered in Montreal, with offices in Toronto, Ottawa, Quebec City, Edmonton and Calgary. BBM is in charge of delivering scalable, integrated, end-to-end solutions to the largest organizations in Canada including government, healthcare, financial, manufacturing, utilities, transportation, and retail industries.

The BBM Staffing Office is in charge of sourcing of talent attraction for contractual resources for the delivery of BBM solutions.

5 Secret cleared Help Desk resources are needed for a government contract opportunity
Only candidates with SECRET clearance and who are BILINGUAL in French/English will be considered.

Job Type: Contract

Location: Ottawa

Language: MUST be Bilingual ( French/English)

Security: MUST have Secret


The IT Service Desk Support Resources must interact with departmental employees in their offices in the official language of the employees’ choice. They must work with Business Analysts, Project Managers, Developers, and Clients/Stakeholders to maintain and improve system and software performance

Diagnose and resolve incidents, problems and respond to service requests using existing diagnostic tools, experience, and knowledge base material. They must use sound judgment to determine the best course of action to ensure resolution of incidents, problems and service requests in a timely fashion and which complies with our existing policies, guides and procedures

Must follow escalation procedures set by the IT Service Desk Manager. In the event IT Help Desk is not able to resolve the issue or respond to the service request in the allocated amount of time, the ticket must be assigned to a level 3 support

Responsible for updating incidents, problems and Service Requests. The solution provided to any issues should always be documented in the call logging tool

Help maintain a current knowledge base by adding new information and modifying and/or deleting existing information

Responsible for the desktop hardware replacement based on a four (4) year life cycle


· Minimum of five (5) year experience to offer IT Help Desk support.

·1 year experience, within the last five (5) years in the following areas:

·Supporting Office Automation tools such as MS Office Suite.

·Supporting electronic messaging services network, Internet and/or Intranet related issues.

·Supporting Windows XP and Windows 7 Operating system

·Access management: Account creation / deletion.


·6 years of experience in working in a Desktop Support environment

·3 years experience in supporting MS Office 2007 Suite in a desktop support environment,

·1 year of experience in supporting Windows 2010 Office Suite.

·4 years of experience in providing help desk support for a Windows XP environment, up to a maximum of 5 years

·4 years of experience in providing support for a Windows 7 environment, up to a maximum of one year

·3 years of experience with BMC Service Desk Express software up to a maximum of three (3) years.

·MCSE certification and/or college diploma

·ITIL version 2 or 3

·2 years of experience with Active Directory