12 meilleures offres (service desk analyst, ottawa on) (à pourvoir)

Service Desk Analyst
Infosys —Ottawa, ON
- De 57 389 $ à 70 143 $ par an
- Bilingue
- Doctorat
- Service à la clientèle
Postuler rapidement
il y a 11 jours
Service Desk Analyst
Carleton University —Ottawa, ON
- Informatique
- Service à la clientèle
- En présentiel
il y a 7 jours
Senior Analyst, Service Desk
Brookfield Renewable —Gatineau, QC
- Sur appel
- Azure
- Microsoft Outlook
- Service à la clientèle
Postuler rapidement
Service Management Analyst
Payments Canada —Ottawa, ON
- De 73 500 $ à 122 500 $ par an
- Temporaire
- Travail hybride
- Bilingue
- Anglais
- Gestion de projet
- Assurance Dentaire
- Congés payés
Postuler rapidement
ITSM Support Analyst
RJR Innovations —Ottawa, ON
- De 40 000 $ à 60 000 $ par an
- Temps plein
- Travail hybride
- Bilingue
- Service à la clientèle
- Diplôme universitaire non requis
Systems Administrator
MDA —Ottawa, ON
- De 75 000 $ à 90 000 $ par an
- Temps plein
- Service à la clientèle
- Windows
- Déplacements à prévoir
- Assurance Invalidité
- Assurance Dentaire
Systems Administrator
MDA Systems Ltd. —Ottawa, ON
- De 75 000 $ à 90 000 $ par an
- Service à la clientèle
- Windows
- Déplacements à prévoir
- Assurance Invalidité
- Assurance Dentaire
Infrastructure Systems Analyst (Infrastructure) (RFT 1.0 FTE)
The Royal Ottawa Mental Health Centre —Ottawa, ON
- De 58,63 $ à 67,97 $ de l’heure
- Temps plein
- Bilingue
- Azure
- Informatique
- Assurance Invalidité
- Assurance Dentaire
Open Source Research Analyst
NexTech Solutions Canada, Inc. —Ottawa, ON
- De 157 000 $ à 208 000 $ par an
- Temps plein
- Télétravail
- Bilingue
- Informatique
- Anglais
IT Service Manager
General Dynamics Mission Systems - Canada —Ottawa, ON
- De 90 000 $ à 115 000 $ par an
- Temps plein
- Travail hybride
- Ingénierie
- Développement commercial
- Amélioration continue
- Assurance Dentaire
- Bourses d'Études
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Senior Technical Analyst, Security Operations
healthcarecan —Ottawa, ON
- De 39,03 $ à 56,11 $ de l’heure
- Temps plein
- Informatique
- Informatique
- Jours fériés payés
- Assurance Dentaire
il y a 11 jours
Experience IT Systems Administrator
Arcadion —Ottawa, ON
- De 80 000 $ à 90 000 $ par an
- Temps plein
- Azure
- Pas d'expérience requise
- SQL
Postuler rapidement

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Service Desk Analyst
Infosys —Ottawa, ON
Managing incidents, service requests, access requests, and user inquiries through telephone, email, chat, self-service portals, and ticketing systems.
De 57 389 $ à 70 143 $ par an
Postuler rapidement
il y a 11 jours
Service Desk Analyst
Carleton University —Ottawa, ON
Committed to engaging customers in a collaborative and proficient manner and is expected to be proactive in dealing with customer problems, finding solutions,…
il y a 7 jours

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BGIS —Markham, ON
Responds to inquiries from a wide variety of channels including (but not limited to) phone, email voice mail, instant messaging and walk-up clients from…
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Service Desk Analyst

Infosys -
Ottawa, ON

Postuler rapidement

Détails du poste

De 57 389 $ à 70 143 $ par an
Il y a 11 jours

Profil recherché

Bilingue
Français
Gestion des connaissances
Doctorat
Service à la clientèle
Ingénierie
Anglais
Maîtrise
Technologies de l'information
Soutien à la clientèle
Affaires
Compétences en communication
Gestion du temps
SDLC

Description complète du poste

Infosys Public Services is seeking a Service Desk Analyst. This position will interface with key stakeholders and apply technical proficiency across different stages of the Software Development Life Cycle including Requirements Elicitation, Application Architecture definition and Design; play an important role in creating the high-level design artifacts; deliver high quality code deliverables for a module, lead validation for all types of testing and support activities related to implementation, transition and warranty. This is an opportunity to be part of a learning culture, where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued.

Required Qualifications

Candidate must be located within commuting distance in Ottawa, ON or be willing to relocate to the area.
Engineering graduate/non-engineering graduate/MBA/PHD. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
At least 0-3 years of Information Technology experience.
Candidates authorized to work for any employer in Canada without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role at this time.

Job Description:

The Service Desk Analyst serves as the primary point of contact for end users requiring assistance with the Standardized Back-end Solution (SBS) and associated business applications and services. The role is responsible for delivering first-line support, ensuring timely resolution of incidents and service requests, and providing consistent, high-quality customer experience across supported business functions.

Working within the Common Central Help Desk model, the Service Desk Analyst provides operational support for users of Finance, Human Capital Management, Payroll, Employee Services, Self-Service, and other business applications. The role supports incident management, service request fulfillment, user account assistance, troubleshooting, knowledge management, user training, and ongoing service improvement initiatives. The Service Desk Analyst collaborates closely with business stakeholders, application support teams, technical specialists, vendors, and service providers to ensure the effective delivery of support services and the achievement of service level objectives.

Key responsibilities include receiving and managing user inquiries through multiple support channels; logging, categorizing, prioritizing, and resolving incidents and service requests; providing user guidance and training; maintaining support documentation and knowledge articles; monitoring service requests through completion; escalating issues when required; and contributing to continuous improvement initiatives that enhance service quality, user satisfaction, operational efficiency, and adoption of standardized business processes.

The Service Desk Analyst supports a customer-centric service environment by promoting best practices in service management, knowledge sharing, issue resolution, and user enablement while ensuring compliance with organizational policies, security requirements, privacy obligations, and established service management procedures. The role contributes directly to the successful operation, adoption, and ongoing support of the Standardized Back-end Solution and its associated services across participating organizations.

Preferred Qualifications:

Providing first-line technical and functional support for enterprise business applications and digital services.
Managing incidents, service requests, access requests, and user inquiries through telephone, email, chat, self-service portals, and ticketing systems.
Troubleshooting and resolving application, system, and user-related issues while adhering to established service levels.
Supporting cloud-based and enterprise software solutions.
Working within a structured IT Service Management (ITSM) environment.
Delivering end-user training, onboarding, and knowledge transfer activities.
Maintaining knowledge articles, user guides, operational procedures, and support documentation.
Monitoring service queues, workload volumes, response times, and resolution performance metrics.
Supporting business users across Finance, Human Resources, Payroll, Employee Services, Self-Service, and related administrative functions.
Delivering professional and customer-focused technical and functional support.
Serving as the primary point of contact for end-user support inquiries.
Managing multiple priorities while maintaining service quality and customer satisfaction.
Utilizing ticketing and service management tools to manage and track incidents and service requests.
Logging, triaging, prioritizing, tracking, escalating, and resolving incidents and service requests.
Applying structured troubleshooting methodologies to identify root causes and implement corrective actions.
Escalating unresolved issues to appropriate support teams while maintaining ownership and communication throughout the incident lifecycle.
Maintaining accurate records of support activities, resolutions, and service history.
Supporting enterprise business applications and associated business processes.
Assisting users with navigation, functionality, access management, and usage issues.
Providing support for employee and manager self-service capabilities.
Supporting system integrations, data validation activities, and business process execution.
Applying ITIL-based service management principles and best practices.
Following established operational procedures, support processes, and service standards.
Performing quality reviews of resolved incidents to ensure completeness and customer satisfaction.
Contributing to continual service improvement and operational excellence initiatives.
Developing and maintaining knowledge articles, troubleshooting guides, standard operating procedures, and user documentation.
Supporting organizational knowledge-sharing initiatives and self-service capabilities.
Creating user-friendly reference materials to improve user adoption and reduce recurring support requests.
Communicating effectively with technical and non-technical stakeholders.
Providing timely status updates regarding incidents, requests, system maintenance activities, and service interruptions.
Collaborating effectively with business users, technical teams, service providers, and vendors to facilitate issue resolution and service delivery.
Excellent verbal and written communication skills.
Strong customer service and interpersonal skills.
Demonstrated analytical, troubleshooting, and problem-solving abilities.
Strong organizational and time-management skills.
Ability to work independently and collaboratively in a team-oriented environment.
Strong attention to detail and commitment to quality.
Adaptability, professionalism, and a continuous learning mindset.
Ability to maintain confidentiality and handle sensitive information appropriately
Excellent verbal and written communication skills in English.
Bilingual proficiency in English and French is considered an asset.
Experience providing customer support, end-user training, documentation, and service-related communications in both official languages is considered advantageous.
Ability to communicate effectively with both technical and non-technical stakeholders.

Security Clearance:
Security Clearance (Enhanced Reliability Status) from the Government of Canada or the candidate should be a resident of Canada for 5 continuous years.

Estimated annual compensation range for this role will be as follows:
In Ottawa, ON: $57,389 to $70,143.

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service desk analyst emplois - ottawa on

Service Desk Analyst

Service Desk Analyst

Senior Analyst, Service Desk

Service Management Analyst

ITSM Support Analyst

Systems Administrator

Systems Administrator

Infrastructure Systems Analyst (Infrastructure) (RFT 1.0 FTE)

Open Source Research Analyst

IT Service Manager

Senior Technical Analyst, Security Operations

Experience IT Systems Administrator

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