Service desk Analyst at Client site in Ottawa

Job Description:

At DXC, we use the power of technology to deliver mission-critical IT services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, analytics and engineering, applications, security, cloud, IT outsourcing and modern workplace.

Our DXC Modern Workplace services enable customers' employees to easily find, understand and engage with IT and their colleagues anytime, anywhere and on any device. We empower a personalized experience that enables employees to work seamlessly and securely.

About the Role

DXC Technology is seeking a bilingual (English/French) team member who is willing to undergo a Government of Canada security clearance. Applicants must be Canadian citizens and able to provide 10 years of verifiable history in Canada. The successful applicant will provide Service Desk services at a client site in Ottawa, Ontario, Canada.

The successful candidate MUST reside in the Ottawa area, as work is exclusively onsite.

What You’ll Do

• Provide telephone and email support for applications, proprietary programs and computer equipment used by the client.
• Ensure the Service Desk is always monitored during hours of operation.
• Respond to calls in a timely, courteous, professional and appropriate manner.
• Assess and resolve service requests based on urgency, issue type and available resources.
• Apply problem-solving techniques to resolve Service Desk issues before escalating them.
• Troubleshoot and diagnose software and hardware problems and arrange repairs as appropriate.
• Document details of issues and the work completed to resolve them in a ticketing system.
• Perform other duties as assigned.

Who You Are

• Bilingual (English/French) is a MUST.
• This role requires eligibility for a Government of Canada security clearance. Applicants must be Canadian citizens and able to provide 10 years of verifiable history in Canada.
• Superior written and verbal communication skills in both English and French are mandatory.
• High school education or equivalent.
• 1–3 years of work experience or an equivalent combination of experience and college-level education.
• Applicants who have graduated from an IT technical program will be strongly considered.
• Experience in a customer-facing role, either remotely or face-to-face.
• A positive attitude and a drive to take care of client needs.
• Ability to work independently and in a team environment.
• Ability to maintain high-quality service despite tight timelines.
• Competency in prioritizing work and adjusting priorities when necessary.
• Knowledge of call routing and case-management processes.
• Experience applying problem-solving skills in stressful situations.
• Experience with Microsoft Windows, Microsoft Office and printers.
• Knowledge of document-management systems, networking and mobile phones is an asset.

Work Environment

Shifts are 8.5 hours, including 30 minutes for lunch, and are scheduled sometime between 5AM-9PM Mon-Fri & 9AM-5:30PM Sat & Sun.

**This position is at the client site in Ottawa**

Working at DXC

Joining DXC connects you to brilliant people who embrace change and seize opportunities to advance their careers and amplify customer success. At DXC, we support each other and work as a team, globally and locally. Our achievements demonstrate how we deliver excellence for our customers and colleagues. You will be joining a team that works to create a culture of learning, diversity and inclusion and is dedicated to strong ethics and corporate citizenship.

Compensation at DXC is influenced by an array of factors, including but not limited to the experience, job-related knowledge, skills, competencies, as well as contract-specific affordability and organizational requirements. A reasonable estimate of the current compensation range for this position is $37,800 - $70,200.

Full-time hires are eligible to participate in the DXC benefit program. DXC offers a comprehensive, flexible, and competitive benefits program which includes, but is not limited to, health, dental, and vision insurance coverage; employee wellness; life and disability insurance; a retirement savings plan, paid holidays, paid time off.

DXC is an equal opportunity employer. We welcome the many dimensions of diversity. Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy.

In addition, DXC Technology is committed to working with and providing reasonable accommodation to qualified individuals with physical and mental disabilities. If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment, please e-mail AODA Canada Requests.

Note: This option is reserved for applicants needing a reasonable accommodation related to a disability.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.