Export Development Canada

Ottawa, Ontario

Service Desk Professionals (Ottawa and Toronto offices)

Dec 14, 2018
Competitive
Ottawa, Ontario
Early Career

Description

EDC is Canada's export credit agency, offering information, knowledge and innovative commercial solutions to help Canadian exporters and investors expand their international business. EDC's knowledge and partnerships are used by more than 10,000 Canadian companies and their global customers in up to 200 markets worldwide each year.

EDC is financially self-sustaining, and is a recognized leader in financial reporting and economic analysis.

Overview

We are looking to fill 2 openings at our Ottawa office and 1 opening at our Toronto office.

The Service Desk Professional provides technical assistance to the EDC user community in their use of computing services. This technical assistance is highly effective at servicing clients in the setup, use, training, troubleshooting and problem solving of software products, hardware, services, data and reports. They use exceptional verbal, written and interpersonal communications skills in both official languages as they communicate with clients via phone and email. They analyze, diagnose and resolve client issues while thoroughly documenting every client service interaction and task. The position involves a wide variety of work that changes daily. In the event that users experience problems requiring more specialized technical skills, the Service Desk Professional is responsible for routing support information to other support groups within EDC. The Service Desk Professional will be highly motivated and able to work collaboratively in a team environment as well as being solutions oriented with strong customer insight

Key Responsibilities

  • Provide Tier 1 technical support by telephone, e-mail and in-person for applications, hardware, telecommunications equipment, and connectivity issues including remote access, following standard processes and guidelines
  • Documents problems, requests and resolutions using a ticket-logging system and assigns tickets to other support groups for Tier 2 and Tier 3 support
  • Process requests for Moves, Adds and Changes
  • Process requests for laptops, projectors, and cell phones
  • Supports user account administration (i.e. password resets, establish or edit user accounts)

Qualifications

Screening Criteria

  • Post-secondary education in computer science or an equivalent combination of education and work experience
  • Minimum 3 to 5 years of experience in IT application or telecommunications support
  • Basic knowledge of IT application or telecommunications support principles and practices
  • Minimum 3 to 5 years of experience in a fast-paced customer service environment
  • Ability to work shifts between the hours of 7:00 AM and midnight
  • Ability to work shifts for 24/7 coverage (future possibility)
  • For Ottawa location: Bilingual in both official languages (French and English)

Assets

  • For Toronto location: Bilingual in both official languages (French and English)
  • Technical certification such as HDI certification, A+ certification, or
  • ITIL certification
  • Hands-on experience in the use and support of Windows-based workstation operating systems, personal computers and peripheral hardware, remedy incident management, Microsoft Office and VPN and remote access
  • Experience in troubleshooting related to networks, internet connectivity, operating systems and data

Salary Ranges

*We will consider candidates at the different levels below depending on the incumbent's qualifications.*

Ottawa location:

  • Level 2: $45,000 - $67,000 + performance based incentive
  • Level 3: $52,000 - $79,000 + performance based incentive

Toronto location:

  • Level 3: $52,000 - $79,000 + performance based incentive
  • Level 4: $62,000 - $92,000 + performance based incentive

How to apply

Only candidates selected for an interview will be contacted.

Application deadline: December 14, 2018, 11:59 p.m. EST on www.edc.ca/careers

EDC is committed to employment equity and actively encourages applications from women, Aboriginal people, persons with disabilities and visible minorities. If selected for an interview, please advise us if you require special accommodation.

Candidates must meet the requisite government security screening requirements.

How to Apply