The tasks to be completed by the Computer Application Support Analyst will include, but are not limited to the following:

1. i. Triaging issues and service requests via phone, e-mail, Teams and the HelpDesk ticketing systems (TOPdesk).
2. ii. Being responsible for recording the details of reported IT service issues and service requests, including the category and priority, and working to either
3. restore service at first contact, or alerting and/or escalating them to the appropriate specialist or support groups in accordance with pre-established

Service Level Objectives.

iii. Providing technical advice and support to all OAG employees and explaining standards and policies related to the use of networks, software, hardware and

peripherals and any other IT infrastructures or services that are identified. Investigating and resolving simple to moderate software, hardware,

communication and connectivity problems, as well as some security issues.

1. i Under the guidance of the IT Inventory and Distribution Specialist, assisting in the delivery of client systems by installing computer systems and peripherals as required based on pre-established Service Level Objectives (SLO). This includes but is not limited to performing operating system and software installations, wiping hard drives when laptops are returned to IT Distribution, and updating the inventory in order to record the daily transactions and hardware assignments.
2. Assisting with the delivery of equipment for new employees, ensuring onboarding documentation is supplied and some user training is delivered.
3. vi. Assisting in the creation and update of IT procedures, FAQ documents, user guides, knowledgebase articles, and ‘how to’ documents. Delivering training and information sessions and coaching OAG employees on the use of peripherals,

software, and services when appropriate.

vii. Building relationships with the support specialists to ensure that IT-delivered services goals and SLO are met.

Timelines

The work by the Contractor will begin on November 17, 2025, and end on October 16,

2026, Monday to Friday, 8:30 a.m. to 5 p.m., except for statutory holidays.

Deliverables

The Contractor shall be responsible for the following deliverables:

Update resolution for each task in the TopDesk tickets
Provide a weekly update to the manager on the work.

Location of Work

The work must be performed at the Office of the Auditor General of Canada (OAG) office located at 240 Sparks Street, Ottawa, Ontario. At this time, no travel outside the National Capital Region (NCR) is anticipated.

Language Requirements

The Contractor’s proposed resource must be fluently bilingual in English and French, with the ability to read, write, and speak in both official languages. Proficiency in both languages is required to effectively perform the duties outlined in this contract and to communicate with OAG personnel.

Number	THS Mandatory Criteria
M1	Education: Certificate, diploma, or degree in computer science or other relevant field from a recognized Canadian post- secondary institution.
M2	Minimum Experience: Must have a minimum of 12 months relevant experience.

Additional mandatory criteria:

Number	Additional mandatory criteria (maximum of two (2) extra)
M1	Proposed resource must have a minimum of 2 years of experience, within the past 3 years from RFP closing date, in a Corporate IT Helpdesk environment.
M2	Proposed resource must have a minimum of 2 years of experience, within the past 3 years from RFP closing date, with ITSM ticketing system.