Job Description

Desktop Support Analyst (Permanent)

Ottawa, ON

Underpinned by a deep understanding of technology integration, asset management, and specialist training, Babcock International works with customers around the world to improve the capability, reliability and availability of their most critical assets within the key market sectors of Marine, Land, Aviation, and Nuclear.

In Canada, Babcock works in the Marine sector, where our teams provide critical and complex support to Canada's submarine fleet. Our Canadian team is proud to be trusted to deliver key naval in-service support for the Royal Canadian Navy. We also operate in the Aviation sector, where Babcock ensures that the aircrew trainees of our partner nations receive the world's best flying training. We deliver vital aerial emergency services and are proud to have been selected by the Government of Manitoba to deliver their wildfire suppression services, as well as key components of their critical air ambulance services. As well, we have expanded into the Canadian Nuclear Energy Industry. Cavendish Nuclear, a wholly-owned subsidiary of Babcock International Group, is a leading nuclear services company with a growing national and global presence. Drawing on over 60 years of nuclear experience, Cavendish Nuclear provides specialized service solutions in Canada, with global capabilities across the entire nuclear life cycle.

Whether it is providing technical training instruction, developing training materials or maintaining critical training assets, Babcock is trusted by its customers to deliver world-class training solutions.

Our business relies on our people delivering their best day in and day out. As individuals, we all make a difference to our colleagues, our customers and others who we interact with on a daily basis. Collectively at Babcock, our employees embody the 'Being Babcock' principles that help make us great at what we do:

• Always strive to deliver
• Build great relationships based on trust
• Safeguard customers' reputations
• Never compromise on health and safety
• Challenge ourselves and each other
• Respect people and value their diversity
• Thrive on complexity
• Trust our people to deliver

We encourage you to explore our Babcock Canada website to learn more about us at www.babcockcanada.com.

In this role, you will:

• Provide second line technical support of desktop platforms across all channels, including chat, email, phone, in-person, etc. within the agreed performance criteria.
• Ensure documentation is maintained to agreed standards.
• Engage with Business Solutions staff as appropriate.
• Adhere to prescribed process surrounding tracking assets through the device lifecycle.
• Enforce and abide by Babcock's security procedures, practices and culture.
• Engage with UK BIS teams for support in resolving incidents related to core infrastructure.
• Grade incoming devices according to the specified guidelines and documentation.
• Configure/build desktop machines in accordance with standard process in response to approved IT users' requests for new devices.
• Support IT communication of Babcock IS and local messaging.
• Manage local courier services to collect and deliver new/used devices.
• Liaise with local suppliers in performing the destruction/resale/disposal of devices in accordance with standard Babcock IS process.
• Liaise with supplier in managing the onsite repair and collection of devices from the hub if under warranty.
• Stock Control and managing IT hardware disposals as per Babcock IS guidelines at central hub site.
• Manage the escalation of IT issues to the appropriate teams.
• Other duties as assigned.

As our ideal candidate:

• You have 1-2 years' experience in similar role.
• You have experience of working in a Service Delivery environment and working in accordance with Service Level Agreements.
• You are knowledgeable in the ITIL environment and process.
• You have strong verbal and written communication skills and positive customer focus.
• You demonstrate strong logical thinking, troubleshooting skills, and have the ability to problem solve complex technical issues.
• You are comfortable working across a multi-disciplined IT environment and diverse business.
• Proof that you are fully vaccinated against COVID-19, meaning that you must have received the full series of a COVID-19 vaccine approved by the Government of Canada with the final dose at least 14 days prior to your start date.
• You are eligible for a Canadian Secret Security and ITAR Clearance.

Applicants, please apply online at

Babcock Canada supports the safety and wellbeing of our employees through the following programs:

• Contributions towards an employee's physical and mental health
• Wellness days
• Supportive work life balance: flexible work schedule and competitive annual vacation time off
• Comprehensive health and dental benefits
• Pregnancy and Parental Leave top-up available
• Employer matching of employee retirement contribution
• Employee recognition and bonus programs
• Support of professional development and reimbursement of membership dues
• Relocation assistance for individuals and families

Babcock is committed to promoting a workforce without boundaries. One that welcomes everyone to contribute to our success regardless of race, nationality, colour, religion, sex, gender identity or expression, sexual orientation, disability or age. If you require accommodation during any stage of our recruitment process, please let us know how we can assist you.