Help Desk Specialist (level 2)

2df3589ec-37d1-4bb0-9133-6e2531e33e0c1.16.23.7.1288

ReplyTo Full Name: Natalie Proctor  Reply To Email: nproctor@itnet.ca

The purpose of this requirement is to have a TBIPS Supply Arrangement at our disposal to ensure that KM&S has the ability to build a temporary, flexible and skilled team of resources to meet the demands of the Real Property business lines and prepare the data in the existing systems for the migration to the NOVUS solution. The required services are to be provided through TBIPS Business Class Categories on an “as and when requested” basis through a Task Authorization (TA) process. The Contractor will be responsible for providing a team of dedicated IT professionals address specific IT needs in order to help KM&S achieve their operational and strategic objectives.

The B.10 Help Desk Specialist (level 2) must:
1. Perform a variety of network problem analysis and monitoring tasks, monitor network management systems and respond appropriately to user requests and problems.
2. Perform initial problem analysis and triage problem to other Contractor’s resources when appropriate.
3. Maintain liaison with network users and technical staff to communicate the status of problem resolution to network users; log and track requests for assistance.
4. Develop, implement, and participate in the preparation of procedure manuals and documentation for help desk use; conduct periodic user satisfaction surveys and track user problem trends; make recommendations for improvements to the network systems and create reports based on information provided from user surveys and trends.
5. Develop, implement, and participate in the distribution of network related information to users to include information such as help desk procedures and network handbooks.
6. Participate in the development of a comprehensive training plan for help desk procedures; assist in training personnel providing backup coverage.
7. Participate in on-site installations of network systems for users.

SecurityStatus: Must Hold    Location: Ottawa

Posted By Full Name: Lianne White   Posted Date: 130256503340530000

StartDate: (contract to start upon contract award)    Closing Date: 130302612000000000