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Service Desk Specialist

2 months ago

Winnipeg, Manitoba, Canada Workers Compensation Board of Manitoba WCB Manitoba Full time
Job Title: Service Desk Specialist

The Service Desk Specialist plays a critical role in providing technical support to the Workers' Compensation Board (WCB) staff and customers accessing WCB online applications.

Job Summary:

The Service Desk Specialist is responsible for providing technical support of the WCB's personal computing, telephony, and networking applications, services and technologies.

Key Responsibilities:
  • Provide technical support to internal staff and customers accessing WCB online applications
  • Incident management - first level support, including incident acceptance, recording, and classification
  • Request fulfillment, including acceptance and recording in the fulfillment recording application
  • Access management, including granting, modifying, and revoking access to data and applications
  • Problem management, including analysis of incidents to determine if a series of incidents is indicative of a problem
  • Asset management, including configuration, installation, support, and maintenance of Information Technologies assets
  • Desk side support, including IMAC (Install, Move, Add, Change) service to workstations and peripheral equipment
  • Batch services and print services, including job scheduling, application interdependencies, and printer maintenance
Requirements:
  • One (1) year IT certificate from a recognized college or educational institution
  • Eight months (8) months previous experience in a customer service or technical role providing IT support
  • Typing speed 35 wpm (error rate less than 5%)
  • Proficiency in the use of a personal computer and software in a Windows environment
  • Ability to quickly acquire working knowledge of new technologies and software
  • Ability to interpret and execute technical instructions and exercise initiative to solve problems
  • Developed analytical and problem solving skills
  • Ability to communicate effectively, both verbally and in writing about a variety of topics in technical and non-technical terms
  • Excellent interpersonal skills to develop and maintain working relationships with stakeholders and understand their requirements
  • Ability to organize and prioritize workload while providing excellent customer service
  • Ability to work under pressure, independently and in a team environment
  • Ability to work in an awkward position and lift heavy to moderately heavy objects
Preferred Qualifications:
  • CompTia A+, MCSE or Network Plus certification
  • Knowledge of Service Desk and Computer Operations functionality and ITIL Foundations
  • Ability to communicate proficiently in both official languages (English & French)
About the WCB:

The Workers' Compensation Board (WCB) is a government agency responsible for providing workers' compensation benefits to injured workers in [province/territory].

Why Join Our Team:

The WCB is committed to providing a supportive and inclusive work environment that values diversity and promotes employee well-being. As a Service Desk Specialist, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer service.