Service Desk Analyst
5 months ago
**About the City of Hamilton**
**Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometres of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason**
**JOB POSTING**
JOB ID #: 21450
Service Desk Analyst
Corporate Services
Information Technology
Hamilton Public Library
NUMBER OF VACANCIES: 1
UNION/NON-UNION: CUPE Local 5167 Inside
HOURS Of WORK: 35.00 per week
- GRADE: J
- SALARY/HOUR: $36.941 - $41.978 per hour- Note: See appropriate Collective Agreement or the Non Union Salary Range for details.
STATUS/LENGTH: Full-Time Temproary (Up to 4 months)
Job Description ID #: 6621
SUMMARY OF DUTIES
Reporting to the Supervisor, Service Desk, the Service Desk Analyst provides technical and procedural support to customers experiencing technology-related problems. Operating at the second tier of support, the analyst will respond to client issues such as a lack of understanding using software or inoperative hardware/software and/or peripherals, in a timely and responsive manner, often going to the client’s location.
This role responds to, diagnoses, and resolves problems through discussions with customers and help from the operations and infrastructure staff as required. The Service Desk Analyst will follow established processes for the control, escalation, tracking, and follow up on any reported problems. The Service Desk Analyst updates users’ computers with updated files and programs, remotely accesses systems to diagnose and resolve problems, and refers calls to vendors or internal staff for resolution. The Service Desk Analyst assists in training customers to avoid recurring problems.
GENERAL DUTIES
Provide Tier 1 and Tier 2 software and hardware support including provision of technical advice, guidance and informal training to clients using hardware and software programs. May include fielding calls during high call load or low staffing periods.
Troubleshoot and restore routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.
Review and provide assessment/confirmation of the severity and priority of client problems/issues using a set of defined criteria such as a localized versus broad issue, environmental and business impacts.
Review, diagnose and resolve client hardware and software issues, update service desk ticket with the resolution. Resolutions may require machine re-imaging, re-installation of software, virus removal, installation of operating system updates and patches, hardware component replacement (memory, hard drive, network/video/sound cards) and/or end user training.
Research issues through access to vendor knowledge databases to enhance quality of problem resolutions. Initiate and manage contact/communications with hardware, software and peripherals vendors as required to resolve user issues/problems.
Analyze problem trends and patterns and make recommendations for improvements
Perform root cause analysis, develop checklists for typical problems and recommends procedures and controls for problem prevention to IS Management.
Review and analyze support tickets to identify possible cause and effect relationships between multiple issues and/or hardware/software configurations. Develop and report recommendations based on findings.
Capture, record and update customer contact information, issue details and resolution details in service desk software.
Define and develop City wide PC/Laptop specifications in collaboration with Desktop and Network Analysts.
Provide technical support and assistance of corporate mobile devices.
Define, maintain and improve processes to identify, track, escalate, resolve and report customer problems.
Develop and implement technical service restorations and troubleshooting procedures for identifying, testing and diagnosing computer system and peripheral equipment faults in collaboration with the Service Desk Supervisor and other I/S staff.
Assigns Incident and Service Request tickets to the most appropriate support area or resource for resolution to maintain service levels, as back up to the Service Desk Operations Analyst when required.
May be assigned to an initiative or project requiring the individual to take direction from other IS Unit Manager and/or Project Manager.
May be required to provide on call support to users.
Work in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedu
-
Service Desk Analyst
4 months ago
Hamilton, Canada City of Hamilton Full time**About the City of Hamilton** **Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometres of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of...
-
Service Desk Analyst
2 months ago
Hamilton, Canada AllRecruits Ltd Full timeService Desk Analyst We are looking for a full-time Service Desk Analyst to join our team in Hamilton. The ideal candidate will have experience in Windows, Mac, and Linux operating systems. The position will be responsible for providing support to external customers with a variety of technical issues. Responsibilities Provide Tier 1 support to internal and...
-
Lead Service Desk Analyst
5 months ago
Hamilton, Canada McMaster University Full time**Schedule** Mon - Fri (8:30-4:30) **Education Level** Post - Secondary Degree/Diploma **Career Level** Experienced - Non - Manager < The Faculty of Health Sciences, Computer Services Unit (CSU) seeks a full-time Service Desk Analyst. This position would be part of the Operations stream within CSU, working alongside other analysts in providing technical...
-
Service Desk Support Specialist
4 weeks ago
Hamilton, Ontario, Canada AllRecruits Ltd Full timeService Desk AnalystWe are seeking a skilled Service Desk Analyst to provide technical support to our customers. The ideal candidate will have experience with Windows, Mac, and Linux operating systems.Key Responsibilities:Provide Tier 1 support to customers via phone, email, and chatTroubleshoot and resolve technical issues with Windows, Mac, and operating...
-
Service Desk Support Specialist
4 weeks ago
Hamilton, Ontario, Canada AllRecruits Ltd Full timeService Desk AnalystWe are seeking a skilled Service Desk Analyst to provide technical support to our customers. The ideal candidate will have experience with Windows, Mac, and Linux operating systems.Key Responsibilities:Provide Tier 1 support to customers via phone, email, and chatTroubleshoot and resolve technical issues with Windows, Mac, and operating...
-
Service Desk Analyst
5 months ago
Hamilton, Canada McMaster University Full time**Schedule** Monday - Friday; 8:30 am to 4:30 pm Hybrid Work Schedule **Education Level** 3 year Community College diploma in Computer Technology or related field of study **Career Level** 2 years of relevant experience **Normal Hiring Range** $24.34/hour - $28.40/hour At McMaster University, our people are our most valuable asset. We strive to...
-
IT Help Desk Analyst
4 months ago
Hamilton, Canada Scarfone Hawkins LLP Full timeScarfone Hawkins LLP is an established and growing law firm. We provide excellence in legal services to a variety of private, corporate and institutional clients throughout Southern Ontario. We are currently seeking an IT Help Desk Analyst. If you have a passion for technology, have in-depth knowledge of the latest industry standard computer hardware and...
-
Service Desk Technician
5 months ago
Hamilton, Canada City of Hamilton Full time**About the City of Hamilton** **Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometres of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of...
-
Co-op Service Desk Analyst
2 weeks ago
Hamilton, Ontario, Canada Samuel, Son & Co. Full timeJob Summary:We are seeking a highly motivated and detail-oriented Co-op, Service Desk Analyst to join our team at Samuel, Son & Co. Ltd. As a key member of our IT department, you will be responsible for providing technical support to our employees and ensuring the smooth operation of our computer systems.Key Responsibilities:Coordinate incident and request...
-
Co-op, Service Desk Analyst
2 weeks ago
Hamilton, Canada Samuel, Son & Co. Full timePosition Title: Co-op, Service Desk Analyst Location: Oakville, OntarioAbout Samuel, Son & Co. Ltd.At Samuel, we believe every team member brings unique and valuable skills, experiences and knowledge to our thriving business – enabling us to build on over 167 years of success in the metals industry. We offer countless opportunities for our team members to...
-
Customer Service
5 months ago
Hamilton, Canada AppleOne Full timeAPPLY TODAY, START TOMORROW Customer Service / Order Desk Hamilton, ON Pay: $20.00 - $22.00/hour Job Description: - Processing customer orders and paperwork including forms - Responding to customer calls and emails from customer - Invoicing customers Job Requirements: - Must have order desk and customer service experience - Must have strong customer...
-
IT Helpdesk Analyst
5 months ago
Hamilton, Canada Scarfone Hawkins LLP Full timeScarfone Hawkins LLP is an established and growing law firm. We provide excellence in legal services to a variety of private, corporate and institutional clients throughout Southern Ontario. We are currently seeking an IT Help Desk Analyst. If you have a passion for technology, have in-depth knowledge of the latest industry standard computer hardware and...
-
Customer Service
5 months ago
Hamilton, Canada AppleOne Full timeOrder Desk Representative Hamilton, ON $23.00 per hour Benefits •Large logistics company •Opportunities for training and growth •Competitive pay •Weekly pay •Excellent team environment •Stable company •Permanent opportunity Responsibilities •Order entry and order tracking/tracing •Work closely with logistics and sales/operations ...
-
Service Desk Coordinator
4 months ago
Hamilton, Canada Binatech System Solutions Full time**Service Desk Coordinator** The Service Desk Coordinator is responsible for coordinating the delivery of our managed IT services to our clients. This role involves acting as an intermediary between the clients and our technical staff to ensure timely delivery and completion of our support services. Working under the guidance of the Service Manager you...
-
Customer Service/front Desk Reception
1 week ago
Hamilton, Canada Paramount Family Chiropractic Full time**Job Title: Front Desk Receptionist** **Overview** Are you a friendly and dedicated individual with a passion for helping others? We are looking for a Front Desk Receptionist to join our chiropractic clinic team. As the first point of contact for our patients, you will play a vital role in creating a welcoming atmosphere and providing exceptional customer...
-
Service Desk Specialist
5 months ago
Hamilton, Canada Canadian Cancer Society Full time1 year contract **WHY JOIN THE CANADIAN CANCER SOCIETY (CCS)?** The Canadian Cancer Society works tirelessly to save and improve lives. We fund the brightest minds in cancer research. We provide a compassionate support system for all those affected by cancer, across Canada and for all types of cancer. As the voice for people who care about cancer, we work...
-
Desktop Analyst
5 months ago
Hamilton, Canada City of Hamilton Full time**About the City of Hamilton** **Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometres of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of...
-
Order Desk Coordinator
1 month ago
Hamilton, Ontario, Canada AppleOne Full timeOrder Desk Representative **About the Role** We are seeking a highly organized and detail-oriented Order Desk Representative to join our team at AppleOne. As an Order Desk Representative, you will be responsible for processing orders, managing inventory, and providing excellent customer service. **Responsibilities** * Process orders and track shipments *...
-
Order Desk Coordinator
1 month ago
Hamilton, Ontario, Canada AppleOne Full timeOrder Desk Representative **About the Role** We are seeking a highly organized and detail-oriented Order Desk Representative to join our team at AppleOne. As an Order Desk Representative, you will be responsible for processing orders, managing inventory, and providing exceptional customer service. **Responsibilities** * Process orders and track inventory...
-
Order Desk Coordinator
1 month ago
Hamilton, Ontario, Canada AppleOne Full timeOrder Desk Representative Job DescriptionAt AppleOne, we are seeking a highly organized and detail-oriented Order Desk Representative to join our team. As an Order Desk Representative, you will be responsible for processing orders, managing inventory, and providing exceptional customer service.Key Responsibilities:Process orders accurately and...
