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    Service Desk Analyst - Halifax, Canada - Halifax Regional Municipality

    Halifax Regional Municipality
    Halifax Regional Municipality Halifax, Canada

    2 weeks ago

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    Description

    8617BR

    Service Desk Analyst

    Job Posting

    Halifax Regional Municipality is inviting applications for three (3) permanent, full-time positions of Service Desk Analyst in Information Technology, Services Management and Operations.

    Halifax Regional Municipality (HRM) is committed to reflecting the community it serves and recognizing Diversity and Inclusion as one of the Municipality's core values. We have an Employment Equity Policy and we welcome applications from African Nova Scotians and Other Racially Visible Persons, Women in occupations or positions where they are underrepresented in the workforce, Indigenous/Aboriginal People, Persons with Disabilities and 2SLGBTQ+ Persons. Applicants are encouraged to self-identify on their electronic application.

    Reporting to the Team Lead, IT Service Desk, this position is responsible to provide front-line hardware, software and IT equipment technical support services to all HRM clients. This position requires individuals stay current on technology specific to HRM; and includes account management services, file and print services, enterprise and business applications, telephone/telephony services, video conferencing and live event production services.

    DUTIES AND RESPONSIBILITIES

  • Deliver customer service to all HRM staff via multiple channels, including human, digital, self-service and automated methods;
  • Answer incoming telephone calls to the IT Service Desk; utilize proper work codes on the telephony system for reporting daily activities;
  • Monitor Service Desk self-service tickets submitted by HRM staff and respond to client requests accordingly;
  • Log all support requests in the IT service management tool;
  • Triage, classify and categorize incidents; assess and prioritize incidents to ensure timely resolution through either Tier 1 support or assignments to Tier 2 through the established escalation process; dispatch requests to external service providers as required;
  • Collect and/or update contact information from clients when opening or updating tickets; responding to client requests to troubleshoot and resolve hardware and software issues, diagnosing and identifying issues;
  • Provide assistance to clients by recommending the most effective utilization of HRM network, telephony, computers and approved software;
  • Utilize remote control tools to resolve hardware and software issues;
  • Document detailed summary and description for every request or problem reported to the Service desk; log all troubleshooting steps attempted; document detailed resolution on every ticket before closure;
  • Perform analysis to determine commonly occurring problems and recommend solutions for possible distribution to clients;
  • Follow up on unresolved incidents and requests; provide regular communication to clients advising of progress;
  • Notify Team Lead when a potential major incident (i.e. system failure) has been detected and follow Major incident documented process;
  • Notify HRM clients of scheduled maintenance and/or emergency maintenance required;
  • Provide assistance to other IT staff when required;
  • Mandatory participation in scheduled on-call rotation;
  • Follow standards and policies set out by IT and HRM;
  • Perform other special projects and duties as assigned.
    • QUALIFICATIONS
    Education & Experience
  • Diploma or degree in Computer Science or related field, or suitable combination of formal education and experience;
  • Hold a recognized designation in any of the following subject matter areas: Help Desk / Service Desk, Desktop Support or Networking; and be willing to maintain these designations if requested;
  • ITIL Foundations Certification is preferred (or successful completion within 12 months);
    • Technical/Job Specific Knowledge and Abilities
  • 2 years of support experience in an IT environment with PC software, hardware, smartphone and network troubleshooting;
  • Strong hardware knowledge and troubleshooting skills (e.g. desktop computers, laptops, tablets, smartphones, video conferencing and presentation systems);
  • Experience installing, repairing and configuring new laptop and desktop hardware and software;
  • Experience using remote troubleshooting and remote control software tools;
  • Experience with diagnostic software to utilize structured troubleshooting techniques;
  • Excellent knowledge of Microsoft Office suite, including O365;
  • Excellent knowledge of all Microsoft operating systems;
  • Experience using Microsoft Exchange, Endpoint Manager (InTune), BES, Active Directory and MS O365
  • Strong Smartphone software troubleshooting;
  • Knowledge of LAN/WAN and telecommunications infrastructure;
  • Working knowledge of industry standard Service Desk practices, processes and procedures would be considered an asset.
    • Security Clearance Requirements: Applicants will be required to complete, and pass, a police security screening check.

    Please note – Testing may be conducted as a component of the selection process to assess technical and job specific knowledge. Candidates, who are selected for testing, may be tested in a group setting, scheduled at the employer's discretion.

    COMPETENCIES: Analytical Thinking, Communication, Conflict Management, Customer Service, Organizational Awareness, Organization and Planning, Risk Management, Teamwork and Cooperation, Valuing Diversity, Values and Ethics

    WORK STATUS: Permanent, full time

    HOURS OF WORK: To be determined; 8-hour shift between the hours of 7:45am-5:00pm, Monday to Friday; 35 hours per week. Employee will be required, after sufficient training period, to participate in scheduled on-call rotation.

    SALARY: NSGEU, Group 4; $42.86 per hour

    WORK LOCATION: 13th Floor, Barrington Tower; 1894 Barrington Street, Halifax, NS

    CLOSING DATE: Applications will be received up to 11:59pm on Sunday, May 26, 2024.

    This is a bargaining unit position. External applicants will only be considered if there are no qualified bargaining unit candidates.
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