Service Desk Agent

Job summary

The Service Desk Agent manages administrative duties for service connections, upgrades, and removals, including work order creation and appointment scheduling. They also provide support to crews, respond to customer inquiries, and maintain accurate records across multiple information systems.

Job details

Please Note: If you are a current Hydro Ottawa employee with access to Workday, apply to this job via the Workday application. At Hydro Ottawa, we empower the lives of the people in the communities we serve. As the electricity distributor to the Nation’s Capital, our work powers all the essential activities that make up our lives - at home, at work and at play. And as Ontario’s largest municipally-owned producer of green power, we are leading the way to a greener tomorrow. We are looking for trailblazers and innovators to join us as we build an energy future that will keep our City and our planet green for generations to come. Are you ready to make a difference in our community? JOB SUMMARY The Service Desk Agent is responsible for all administrative duties required to administer the new service connection, service upgrade and service removal processes. This includes coordinating service layout requests, work order creation, premise creation, customer account and service point creation, payments, appointment scheduling and all record and closing activities. MAJOR RESPONSIBILITIES Create and manage section work orders through its life cycle using Hydro Ottawa’s Enterprise Resource Planning (ERP) software, e.g., JDE. Document job details and associated contact notes in relevant customer information systems, i.e., Service Manager, Outage Management System, Customer Care and Billing, and/or Mobile Workforce Management. Schedule appointments for Hydro Ottawa and contractor crews. Provide support and information to area supervisors and crews for jobs and respond to inquiries as required. Respond to customer and contractor general inquiries. Use various mapping tools such as Geographic Information System (GIS) or Google Maps/Earth to respond to customer inquiries regarding distribution plant ownership, property attributes and vegetation management responsibility (i.e. who is responsible for the costs of trimming or removal of trees). Validate readiness of job before booking appointment, i.e., payment received, pre-work and trench inspections complete, valid ESA Permit obtained as required. Book customer appointments for Hydro Ottawa work. Maintain multiple databases. Process and record customer requests when seeking guidance related to underground plant locate notices. Monthly reconciliation and status reporting for open Work Orders. Daily reconciliation of previous days appointment and emergency work. Provide guidance, clarification, explanation, and training as required, of process to internal staff, external agencies and to the general public, pertaining to underground locates, the connection order business and other Hydro Ottawa related functions such as vegetation management and demolition permits. Receive and respond to escalated inquiries including making recommendations in support of resolution to customer complaints. Perform other related duties as required. EDUCATION AND EXPERIENCE Secondary school diploma. Post-secondary courses or experience in a related field such as repair, maintenance or service industry. Experience in a regulated utility environment with knowledge of applicable OEB requirements such as service levels, rates, and service sizes, as well as guidelines and regulations considered an asset. ADDITIONAL REQUIREMENTS Fully bilingual (English/French) essential, both oral and written The terms and conditions of employment for this position are governed by the collective agreement between Hydro Ottawa Limited and IBEW Local 636. Hydro Ottawa offers a Hybrid Work Model. Hybrid work is position specific, details of the hybrid model will be discussed with successful candidates. Hydro Ottawa may use artificial intelligence (“AI”) during the recruitment process to aid in the screening and selection of candidates. Location: Ottawa, ON The terms and conditions of employment for this position are governed by the collective agreement between Hydro Ottawa Limited and the applicable union. Pay Range Minimum: $56,173.00 Pay Range Maximum: $86,276.45 Posting End Date (if applicable): October 2, 2026 Hydro Ottawa is committed to establishing a qualified workforce that reflects the diverse population it serves and we encourage applications from all qualified individuals. We are also committed to preventing and removing barriers to employment for people with disabilities, and we invite you to inform us should you have any accessibility or accommodation needs. Applicants must be legally entitled to work in Canada.

What you’ll do

The Service Desk Agent manages administrative duties for service connections, upgrades, and removals, including work order creation and appointment scheduling. They also provide support to crews, respond to customer inquiries, and maintain accurate records across multiple information systems.

Requirements

Candidates must hold a secondary school diploma and possess post-secondary courses or experience in a related service or maintenance field. Full bilingual proficiency in English and French is essential for this role.

Benefits

• Hybrid work model

Listed skills

• Customer service · Preferred
• Appointment Scheduling · Preferred
• Administrative Support · Preferred
• Communication · Preferred
• Reporting · Preferred
• Data entry · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Administrative support
• Work order management
• Customer service
• Appointment scheduling
• Data entry
• Database maintenance
• Geographic information system
• Mapping tools
• Reconciliation
• Reporting
• Communication
• Bilingualism
• Utility industry knowledge
• Process coordination
• Demolition Permitting
• Hybrid Model
• Customer Information Systems
• Bilingual (French/English)
• Administrative Functions
• Geographic Information Systems
• Artificial Intelligence
• Billing
• Management
• Customer Service
• Enterprise Resource Planning
• Google Maps
• Work Order
• Outage Management Systems
• Service Industries
• Workforce Management
• Trenching
• Setting Appointments
• Customer Inquiries

Job areas

• Administrative
• Customer Service & Support
• Energy
• Government & Public Sector
• Service Desk Agent
• Help Desk Technician / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists