Helpdesk Specialist - Contact Centre Support

Are You a strong Bilingual Communicator who loves Solving IT Issues over the phone? Do you hold an active Government of Canada Secret Security Clearance? Do you have excellent phone etiquette and active listening skills? Do you enjoy remote application troubleshooting and Tier 1 service desk operations?

Our client, a central federal government institution, is seeking a Contact Centre & Remote IT Support Specialist to join their internal service desk team in downtown Ottawa. In this role, you will serve as the primary phone contact for incoming user technical inquiries, providing remote application diagnostics and quick resolution.

Advantages
Very strong team environment
Well respected employer/organization
Beautiful on-site work building with convenient access to amenities

Responsibilities
- Support a high-performing on-site Contact Centre team in Downtown Ottawa.
- Answer incoming helpdesk support calls from internal employees, logging user requests and details accurately into ITSM ticketing systems.
- Provide remote diagnostics and step-by-step troubleshooting for software, VPN, password resets, MS Office, and network connection issues.
- Ensure rapid ticket resolution or proper escalation to Tier 2 technical groups when needed.
- Guide non-technical users calmly through software navigation and basic system administration tasks.
- Maintain detailed logs of client interactions and resolution steps within departmental databases.

Qualifications
- Security Clearance: Must hold an active Government of Canada Secret Clearance.
- Language Skills: Fluent bilingualism in both English and French (oral and written).
- Helpdesk / Call Centre Experience: Experience in a call centre, phone queue, or remote technical service desk setting.
- Software Competency: Practical experience supporting MS Office 2010/O365, Windows 10+, and Document Management tools (e.g., GCDocs, SharePoint, OneDrive).
- Ticketing Systems: Experience using enterprise ticket management tools (Cherwell, Remedy, JIRA, etc.).
- Must be able to work on-site 5 days a week in Downtown Ottawa.

Summary
If you meet the above-listed criteria, register for a Randstad account online if you have not yet registered, and please apply directly online. We appreciate all applicants and those interested in this opportunity, however, only those with relevant experience will be considered.

We look forward to hearing from you!

Randstad Canada is committed to building a diverse workforce reflective of the diversity of Canada. As a result, we promote employment equity and encourage candidates, especially those who identify as a woman, an Aboriginal person, a person with a disability or a member of a visible minority group, and any others who may contribute to the diversification of our workforce, to apply.

Randstad Canada is also committed to developing inclusive, barrier-free selection processes and work environments.If contacted in relation to a job opportunity, you should advise your Randstad Representative or your local Randstad branch in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.