Support Analyst 1

2 weeks ago


Newmarket, Ontario, Canada York Region Full time
Status

  • Temporary Full-Time


Temporary
  • Approximate length of assignment, in months
  • 1 Type of Position
- a Replacement

  • Start Date
  • Immediate
  • Salary
  • Per hour
  • Salary
Grade
- $ $44.1
  • Department
  • York Region > Corporate Services > Information Technology Service
  • Location
  • Inform. Technology Serv Yonge Street
  • Newmarket, ON L3Y 8V3 CA (Primary)
  • Job Description (E)

POSITION PURPOSE:


Reporting to the Supervisor, IT Service Desk, is responsible for ensuring all help desk requests requiring support are resolved in an efficient, professional and timely manner.


MAJOR RESPONSIBILITIES

  • Responds to Help Desk inquiries from Regional staff to provide solutions on all Regional computer equipment and software issues/problems; refers unresolved issues as required.
  • Records all client interactions using ticket tracking software; monitors and alerts Management of urgent issues.
  • Ensures referral, escalation and followup procedures are being applied correctly and effectively to meet the goal of providing excellent customer service.
  • Responds to enquiries in a timely manner; provides advice and training to new staff in area of expertise.
  • Participates in meetings, attends seminars, conferences and training as required.
  • Ensures that services provided meets Regional customer service standards.
  • Performs other duties as assigned in accordance with Branch and Department objectives.

QUALIFICATIONS

  • Successful completion of a Post Secondary Certificate or Diploma (1 year or more) in Information Technology or related discipline, or approved equivalent combination of education and experience.
  • Minimum one (1) year demonstrated experience directly supporting clients through a Help Desk process.
  • Valid Ontario Class "G" driver's license free of any serious offences under the Highway Traffic Act and reliable vehicle for use on corporate business
  • Knowledge of and demonstrated ability in corporate core competencies including customer service, communication, teamwork, initiative/self management and accountability and flexibility/adaptability.
  • Knowledge in the operation of Help Desk software.
  • Council Approval Date
  • Scheduled Weekly Hours
  • 3 Scheduled Shifts
  • 8:30 16:30
  • Operational Hours
  • Close Date
  • March 27, 2024
- # of Hires Needed

Union

  • CUPE 905 York Region
- .

York Region is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. At the Region, we respect, encourage and celebrate our diversity. If contacted for an employment opportunity, please advise if you require Code-protected accommodation.
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