Technical Services Help Desk Agent

1 week ago

Ottawa, Ontario, Canada National Research Council Canada Full time
Great Minds. One Goal. Canada's Success.


Help bring innovative enabling research to life and drive forward your career at the National Research Council of Canada (NRC), Canada's largest research and technology organization.

Get a unique chance to expand your scientific leadership through science excellence and solution driven partnership that will help train the next generation of experts in Cell & Gene therapy and impact the trajectory of the future of health innovation in Canada.

We are looking for a Help Desk Agent to support our Client Service Centre. The Help Desk Agent would be someone who shares our core values of Integrity, Excellence, Respect and Creativity.


Reporting to the Manager, Client Services within the Client Services Branch, the Help Desk is responsible for providing technical assistance to clients in support of the NRC.

The Help Desk Agent is also responsible for identifying systematic and recurring problems related to the corporate business systems and assisting clients as required in their problem resolution by providing support services such as documenting system deficiencies, identifying causes of problems and recommending solutions.


Screening Criteria:

Education:

A college diploma in computer science or other related field.

A combination of education and relevant experience may also be considered.

For information on certificates and diplomas issued abroad, please see Degree equivalency

Experience:

  • Experience working with Microsoft Office Suites, including MS Outlook.
  • Experience in problem analysis and resolution.
  • Experience in business process delivery.
  • Experience in working in a centralized call centre and structured environment.
  • Experience in troubleshooting techniques for networks, printers, desktops and laptops

Condition of Employment:

Secret (II)

Language Requirements:

Bilingual Imperative CBC/CBC

Information on language requirements and self-assessment tests

Assessment Criteria:

Technical Competencies:

  • Strong ability to write concisely.
  • Strong ability to use reason and problemsolving skills.
  • Knowledge of call centre processes and escalation procedures.
  • Knowledge of ticket tracking system software, such as Assyst, Onyx, Action Remedy System, Altiris, Footprints, etc.

Behavioural Competencies:


 Technology support
  • Conceptual and analytical ability (Level 1)


 Technology support
  • Initiative (Level 1)


 Technology support
  • Results orientation (Level 1)


 Technology support
  • Selfknowing and selfdevelopment (Level 1)


 Technology support
  • Teamwork (Level 1)

Competency Profile(s):

Compensation:

  • Salary under review._
From $58,632 to $75,385 per annum.

In addition, the incumbent will receive the Bilingualism Bonus of $800 per year.


An incumbent occupying a position within the CS Group is currently entitled to receive a terminable allowance of $139 per month.


NRC employees enjoy a wide-range of competitive benefits including comprehensive health and dental plans, vacation, sick, and other leave entitlements, disability insurance and pension plans.


The NRC Advantage:


The National Research Council of Canada (NRC) is the Government of Canada's largest research organization supporting industrial innovation, the advancement of knowledge and technology development.

We collaborate with over 70 colleges, universities and hospitals annually, work with 800 companies on their projects, and provide advice or funding to over 8000 Small and Medium-sized Enterprises (SMEs) each year.


We bring together the brightest minds to deliver tangible impacts on the lives of Canadians and people around the world.

And now, we want to partner with you. Let your expertise and inspirations make an impact by joining the NRC.

Help us solve problems for Canada. Grow your career with us today

Notes:

  • Relocation assistance will be determined in accordance with the NRC's directives.
  • A prequalified list may be established for similar positions for a one year period.
  • The incumbent must adhere to safe workplace practices at all times.
  • We thank all those who apply, however only those selected for further consideration will be contacted.
Please direct your questions, with the requisition number to:

Telephone:

Closing Date:2 July
:59 Eastern Time

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