Help Desk Specialist

2 weeks ago

Gatineau, Canada Kyndryl Full time

**Position**: Help Desk Specialist

**Client**: Federal government client

**Location**:Onsite - (200 Place du Portages, Gatineau)

**Duration**: 1 year initial + two 1 year extensions

**Security Clearance**: Federal Government Secret Clearance

**Language**:English

**Background**:
Our federal government client within a government department manages an Information Management and Technology Service Desk, offering assistance to users worldwide. This Service Desk acts as the primary point of contact for handling IT-related issues. In the past year, it managed a high volume of phone calls and online requests. The goal is to resolve user problems efficiently. The service operates 24/7 and plays a key role in managing major incidents. It provides support to users both in the country and in missions across the globe. The clients goal is secure one Intermediate Help Desk Operator to augment this team.

**Qualifications**:

- **Valid Government of Canada Security Clearance at the level of Secret**
- 5 years experience as a help desk specialist

**Responsibilities could entail**:

- Respond to client inquiries via live chat on the Service Desk, perform initial troubleshooting, and attempt to resolve issues. If a solution is not found, direct the request to the appropriate support team.
- Offer IM/IT Support to VIP clients with DFATD network accounts.
- Answer calls from VIP clients using the VIP Support telephone line, create a support ticket, troubleshoot the issue, and assign it to the VIP Support team if necessary.
- Process Service Desk requests.
- Monitor IT Service Management Software (ITSM) queues for the Service Desk.
- Open tickets and collaborate with the SSC Enterprise Service Desk for escalations when needed.
- Perform initial analysis and sorting of incidents, requests, and problems in the Service Desk queues, escalating to other teams when required.
- Monitor the Service Desk mailbox and update service requests (tickets) accordingly.
- Coordinate major and critical incidents.
- Address calls from DFATD Incident Managers or DFATD ITPs for incident escalations or reporting major/critical incidents and outages.
- Provide notifications and updates to incident stakeholders throughout the incident or outage.
- Act as an Incident Coordinator, managing major/critical incidents and outages involving all stakeholders, such as Shared Services Canada (SSC), Duty Regional Deputy Director, and Technology Owners.
- Respond to calls from SSC Incident Coordinators or support teams seeking escalations or information on major or critical incidents and outages.
- Escalate issues to on-call support teams.
- Handle Level 1 Security Incident responses.age you to apply.

**Job Type**: Fixed term contract
Contract length: 36 months

**Salary**: $25.00-$40.00 per hour

Expected hours: 37.5 per week

Schedule:

- Day shift
- Evening shift
- Morning shift
- Night shift

Application question(s):

- Do you currently hold a valid Secret clearance with the Federal Government of Canada?
- Do you currently hold 5 years experience as a help desk specialist?
- Are you fluently bilingual in english and french?

Work Location: In person

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