Service Desk Analyst - Toronto, Canada - Toronto Transit Commission

Toronto Transit Commission

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

JOB INFORMATION

Requisition ID: 8341

Number of Vacancies: 1

(Temporary till April 4, 2025)

Department:
Information Technology Services IT Customer Services

Salary Information:
$72, $90,355.20

Pay Scale Group: 06SA

Employment Type:
Regular

Weekly Hours: 40,

Off Days:
Saturday, Sunday

Shift:

Posted On:
January 25, 2024

Last Day to Apply:
January 28, 2024

Reports to:
Senior Service Desk Analyst

The Toronto Transit Commission (TTC) is North America's third largest transit system and has been recognized as one of the top places to work in the GTA.

Guided by a forward-thinking strategic plan, the TTC's vision is to be a transit system that makes Toronto proud.

The TTC's recruitment efforts are directly aligned to its mission of providing "a reliable, efficient, and integrated bus, streetcar and subway system that draws its high standards of customer care from our rich traditions of safety, service and courtesy.

"

General Accountability:

Reporting to the Supervisor
ITS Service Desk, the incumbent is responsible for providing first line technical and hotline support for computer hardware and software. This includes incident identification, triage, tracking, resolution and potentially following up to ensure that service levels are maintained. In some cases the incumbent will also assist our users with inputting Service Requests. The incumbent strives to quickly diagnose and resolve technical disruptions in service and provide effective and timely responses to user inquiries per agreed service levels. Resolution will include the escalation of incidents to the appropriate sections in IT Services or to external vendors. Ensure any major disruptions t the organization are escalated to the appropriate support group(s) within IT Services and maintain open communications with the second level support throughout the life cycle of the incident. Reach out to our users to ensure the service has been restored.

Key Job Functions:

Duties include but are not limited to:
Providing first level support to the organization remotely, through various channels including ticketing software, phone, chat, and social media;
Diagnosing, providing a first level resolution, or escalating issues as required;
Resolving technical disruptions in service in a timely manner.
Escalating to second level if a solution is not provided and following up to achieve a quick solution
Researching unknown errors reported to the Service Desk via Microsoft technical site and all other related sites;
Coordinating problem resolution with the various groups in IT Services;
Providing effective responses to all user inquiries;
Monitoring and logging problem resolution progress and providing users with followup as per service level agreements;
Providing confirmation followup before problems are closed;
Analyzing and monitoring trends in equipment failure and escalating to the (IT) problem management section for permanent resolution;
Developing and maintaining the Service Desk internal web site;
Preparing system notifications to be sent out to users as required and sending updates as required;
Preparing Service Desk statistical reports using PC software as required for other IT Services personnel;
Preparing, distributing and posting monthly Service Desk statistical reports;
Recommending Service Desk procedure and method improvements where appropriate;
Notifying external vendors when equipment service is required;
Providing training to IT Service Desk Analyst on the Service Desk ticketing software; and escalation and process.
Assisting the IT Business Relationship coordinator as required with service requests following up with users as required.
Responsible for treating passengers and/or employees with respect and dignity and ensuring the needs of passengers or employees with disabilities are accommodated and/or addressed (within their area of responsibility) in accordance with the Ontario Human Rights Code and Related Orders so that they can fully benefit from the TTC as a service provider and an employer.
Performs related duties as assigned.

Skills:

Communicate in a variety of mediums
Plan and organize activities / projects to meet section and organizational goals
Demonstrate appropriate and effective interpersonal communications through various media
Education and Experience:
Post-secondary education in Information Technology or equivalent combined with several years of directly related work experience in a IT Service Desk environment.
Must have some knowledge in MS Teams, MS Office Suite, One Drive, Two Factor Authentication, SAP and Windows 10 support
Must have specific experience related to IT Service Desk practices and principles.
Must possess a strong customer service focus, welldeveloped organizational, problem solving, analytical and conceptual skills
Strong written and verbal communication sk