It is the objective of Global Affairs Canada to operate the IM/IT Service Desk with agents who are responsible for complex information management and information technology (IM/IT) incident/problem troubleshooting, resolution and escalation as they pertain to the ministry’s global IM/IT infrastructure and its respective software and hardware.
Answer clients calling the service desk, in an IM/IT call center, phone queue;
Work on tickets assigned to the IM/IT Service Desk queue in Remedy;
Answer clients contacting us via the Information Technology Service Management (ITSM) Chat feature (part of ITSM);
Answer clients calling from multiple queues: VIP queue, client queue, etc; Process email requests for supports from VIP clients, create service requests for them and assign to support team;
Complete After-Hours Report; Perform other related duties incidental to the work described herein.
Minimum of one (1) year of experience working in an IM/IT call center;
Minimum of one (1) year of experience supporting Microsoft Office Suite;
Minimum of one (1) year of experience using an incident/problem management tracking software;
Experience with remote administration and support tools;
Fully Bilingual (English-French)Canadian Citizenship Security Secret Clearance (If you do not have it we can get it for you ONLY if you are Canadian Citizen)
Status: 6 years Contract
Work Shift: Shifting Work Schedule
Work Site: 200 Place du Portage, Gatineau, QC
Type d'emploi : Temps Plein, Contractuel
Salaire : 18,00$ à 21,00$ /heure