Service Desk Analyst 2 - Toronto, Canada - City of Toronto
Description
Job ID: 45395
Job Category:
Information & Technology
Division & Section:
Technology Services, Technology Services Delivery
Work Location:
East York Civic Centre
Job Type & Duration:
Full-time, Temporary Vacancy (6 months)
Hourly Rate and Wage Grade:
$ $42.88, Wage Grade 11
Shift Information:
Monday to Friday, 35 hours per week
Affiliation:
L79 Full-time
Number of Positions Open: 1
Posting Period: 08-APR-2024 to 22-APR-2024
Reporting to the Supervisor, Technology Service Desk, you will be responsible for providing front-line technical support and customer service to users across the enterprise for all Information and Technology incidents and service requests related to corporate and divisional hardware and software.
Responsibilities:
Your primary responsibilities as a Service Desk Analyst 2 will be varied
Specifically, you will:
- Performs first level enterprise wide support of Information Technology infrastructure including incidents and service requests for all hardware and software.
- Provides client support to all City Staff and first call resolution where possible, that meets or exceeds declared performance requirements.
- Performs incident and service request logging, tracking and resolution.
- Performs enterprisewide account administration for password resets (Novell, GroupWise, IBMS, and Remote Portal)
- Responds to user inquiries, investigates and analyzes problems and develops solutions and/or action plans. Liaises with users, other technical support staff to resolve problems.
- Liaises with Tier 2/3 support service delivery units, including dispatch management (to Tier 2/3 support).
- Uses remote control to resolve incidents and provide assistance.
- Utilizes monitoring and diagnostic tools to assist with incident resolution.
- Assists in the review of operational standards, procedures and processes and recommends changes.
- Participates in team projects and make recommendations to enhance information technology support.
- Provides technical information to clients.
- Uses an incident and service request tracking database system for call management, escalation and follow up and to analyze trends.
- Contributes to procedures and articles to a knowledgebase to support service delivery.
Key Qualifications:
- Postsecondary education in Computer Science, a related discipline, or an approved equivalent combination of education and/or related experience.
- Extensive experience diagnosing and solving computerrelated problems in a large, diverse computing environment.
- Extensive experience with Windows 10, MS Office 365, Novell Netware, iManager, Remote Support utilities (e.g. BeyondTrust Bomgar, PCAnywhere, etc.), Service Desk Ticketing System (e.g., HP Service Manager, ServiceNow, etc.), ITIL/ITSM, RSA Secure ID Administration, Active Directory, Cisco Webex Collaboration and Meetings, Cyber Security incidents, and MDM.
- Extensive experience providing telephone support in a client support function.
You must also have:
- Strong customer service skills and experience handling clients in difficult situations.
- Familiarity with information technology concepts, including hardware platforms, office tools, networking, and all IT infrastructures.
- Strong conceptual, analytical, and problemsolving skills.
- Strong interpersonal, communication skills in dealing with all levels of staff and managing users' expectations.
- Ability to communicate with computer users in business and technical terms.
- Ability to work effectively in a highvolume, highstress environment.
NOTE TO INTERNAL FULL-TIME AND PART-TIME CITY OF TORONTO EMPLOYEES:
Equity, Diversity and Inclusion
The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve.
**Accommodation
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