Service Desk Analyst 1 - Toronto, Canada - City of Toronto

City of Toronto

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Job ID: 35780

Job Category:
Information & Technology

Division & Section:
Technology Services, Technology Services Delivery

Work Location:
East York Civic Centre

Job Type & Duration:
Temporary, Full-time (12 month vacancies)

Hourly Rate:
$ $46.81

Shift Information:
Monday to Friday, 35 hours per week

Affiliation:
L79 Full-time

Number of Positions Open: 4

Posting Period: 21-Feb-2023 to 07-Mar-2023

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 IT incidents and service requests related to corporate and divisional hardware and software.

These positions may involve occasional travel to off-site locations.

Major Responsibilities:

Your primary responsibilities as a Service Desk Analyst 1 will be varied

Specifically, you will:

Perform firstlevel enterprisewide support of Information Technology infrastructure, including incidents and service requests for all hardware and software.
Provide effective client support to all City staff and firstcall resolution, where possible, that meets or exceeds declared performance requirements.
Log, track and resolve incidents and service requests.
Perform enterprisewide account administration for password resets (Novell, ERA, QuatroTime, Goldcare, IBMS, and Remote Portal), change of user account information, and network drive space increases.
Provide a Tier 2 support role within the Service Desk for incidents and service requests.
Provide guidance to the Service Desk Analyst
Participate on corporate or divisional technical project teams to determine requirements, research, evaluate, recommend, design, implement, and provide operational and technical support for system software, platform hardware and/or network solutions.
Provide backup administration of the Service Desk tool, in support of incident management, service request management, and change management.
Administers, develops and maintains Service Desk knowledgebase to support service delivery. Contributes to procedures and articles.
Assist in developing and maintaining an overall technical support strategy for the IT Service Desk that sets goals for maintaining a consistently high level of customer service, through continuous improvement and innovation.
Participate in developing the overall IT support service delivery strategy and implementing key IT strategic initiatives such as bestpractice and process improvement exercises (i.e., ITIL).
Participate in defining, maintaining and sustaining incident and service request management processes, including tracking and reporting.
Provide assistance and operational support in assessing and implementing upgrades and/or enhancements to the existing systems.
Create and develop software solutions, as required.
Develop customized tools and processes.
Ensures final closure of the Incident or Service Request to the satisfaction of the client.
Assist in developing Service Level Agreements and Operating Level Agreements.
Develop and provide user support content and documentation (i.e., Intranet web material and knowledge management articles).
Respond to user inquiries, investigate and analyze problems, develop solutions and/or action plans, and liaise with users and other technical support staff to resolve problems.
Liaise with Tier 2/3 support service delivery units, including dispatch management (to Tier 2/3 support).
Use remote control to resolve incidents and provide assistance when possible.
Utilize monitoring and diagnostic tools to assist with incident resolution.
Assist in reviewing the effectiveness of operational standards, procedures and processes, and recommend changes.
Participate in team projects and make recommendations to enhance IT support.
Provide technical information to clients.
Use an incident and service request tracking database system for call management, escalation and followup, and to analyze trends.
Travels to offsite locations occasionally.

Key Qualifications:

Postsecondary education in Computer Science or 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 providing telephone support in a client support function.
Extensive experience with Windows 10, 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.
Experience with MS Office 365 (Outlook, Word, Excel, PowerPoint, OneNote, OneDrive, etc.)
Experience participating on corporate or divisional technical project teams