Service Desk Analyst

2 weeks ago

Halifax, Canada Halifax Regional Municipality Full time

**Job Posting**-
- **DUTIES AND RESPONSIBILITIES**
- Deliver customer service to all HRM staff via multiple channels, including human, digital, self-service and automated methods;
- Answer incoming telephone calls to the IT Service Desk; utilize proper work codes on the telephony system for reporting daily activities;
- Monitor Service Desk self-service tickets submitted by HRM staff and respond to client requests accordingly;
- Log all support requests in the IT service management tool;
- Triage, classify and categorize incidents; assess and prioritize incidents to ensure timely resolution through either Tier 1 support or assignments to Tier 2 through the established escalation process; dispatch requests to external service providers as required;
- Collect and/or update contact information from clients when opening or updating tickets; responding to client requests to troubleshoot and resolve hardware and software issues, diagnosing and identifying issues;
- Provide assistance to clients by recommending the most effective utilization of HRM network, telephony, computers and approved software;
- Utilize remote control tools to resolve hardware and software issues;
- Document detailed summary and description for every request or problem reported to the Service desk; log all troubleshooting steps attempted; document detailed resolution on every ticket before closure;
- Perform analysis to determine commonly occurring problems and recommend solutions for possible distribution to clients;
- Follow up on unresolved incidents and requests; provide regular communication to clients advising of progress;
- Notify Team Lead when a potential major incident (i.e. system failure) has been detected and follow Major incident documented process;
- Notify HRM clients of scheduled maintenance and/or emergency maintenance required;
- Provide assistance to other IT staff when required;
- Mandatory participation in scheduled on-call rotation;
- Follow standards and policies set out by IT and HRM;
- Perform other special projects and duties as assigned.

**QUALIFICATIONS**
**Education & Experience**
- Diploma or degree in Computer Science or related field, or suitable combination of formal education and experience;
- ITIL Foundations Certification is preferred (or successful completion within 12 months);
**Technical/Job Specific Knowledge and Abilities**
- 2 years of support experience in an IT environment with PC software, hardware, smartphone and network troubleshooting;
- Strong hardware knowledge and troubleshooting skills (e.g. desktop computers, laptops, tablets, smartphones, video conferencing and presentation systems);
- Experience installing, repairing and configuring new laptop and desktop hardware and software;
- Experience using remote troubleshooting and remote control software tools;
- Experience with diagnostic software to utilize structured troubleshooting techniques;
- Excellent knowledge of Microsoft Office suite, including O365;
- Excellent knowledge of all Microsoft operating systems;
- Experience using Microsoft Exchange, Endpoint Manager (InTune), BES, Active Directory and MS O365
- Strong Smartphone software troubleshooting;
- Knowledge of LAN/WAN and telecommunications infrastructure;
- Working knowledge of industry standard Service Desk practices, processes and procedures would be considered an asset.

**Security Clearance Requirements**: Applicants will be required to complete, and pass, a police security screening check.- **COMPETENCIES**: Analytical Thinking, Communication, Conflict Management, Customer Service, Organizational Awareness, Organization and Planning, Risk Management, Teamwork and Cooperation, Valuing Diversity, Values and Ethics
- **WORK STATUS**: Permanent, full time
- **HOURS OF WORK**: To be determined; 8-hour shift between the hours of 7:45am-5:00pm, Monday to Friday; 35 hours per week. Employee will be required, after sufficient training period, to participate in scheduled on-call rotation.
- **SALARY**: NSGEU, Group 4; $42.86 per hour
- **WORK LOCATION**: 13th Floor, Barrington Tower; 1894 Barrington Street, Halifax, NS
- **CLOSING DATE**: Applications will be received up to **11:59pm** on **Sunday, May 26, 2024.**

**Please note**: We thank all applicants for their interest in this position. Only those applicants selected for interview/testing will be contacted.
- During the recruitment process, applicants have the right to request an accommodation. Applicants invited to participate in an assessment process (such as an interview or testing) and who require accommodation, should discuss their needs with the Recruiter when invited to the assessment process.
- (Position# 78639874, 78639875, 72289300)

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