Client Support Analyst

2 weeks ago

Regina, Canada City of Regina Full time

**Openings**: 1

**Type of Posting**: Internal & External

**Location Name**: City of Regina, Regina, Saskatchewan, CA

**Date Posted**: March 31, 2023

**Closing Date**: April 14, 2023

**Profession**: Information Technology

**Experience Level(s)**: Entry-Level

**Desired Employment Status**: Term

**Education Level(s)**: University Diploma

**Job ID**: 1281
Position Summary
The City of Regina is transforming, and you have an opportunity to influence its journey If you are a bold thinker and thrive on bravely “unboxing” how we work today and creatively designing tomorrow, we are looking for you

Our Transformation Office team drives large-scale transformation opportunities and incremental service improvements through four pillars: digital, innovation, big data, and resident experience.

We recognize how fundamental reliable Technology and Client Support is to the City’s successful transformation. The Client Support Analyst position is an innovative member of the Technology Service Centre Team which provides Technology support to the City of Regina. Our Technology Support Team is entering into a transformational change journey with a focus on people, process and tools, join our team and be a part of our journey

Our team is diverse, dynamic, and fun. We value our employees and their work-life balance. We cultivate and nurture a collaborative team culture where employees can grow and thrive together. Join us Duties & Responsibilities
Provide technical related support to users by accepting and recording all requests, determining the probable resolution to these requests and resolving these requests. Escalate the request when all probable resolutions have been tested, following established escalation procedures.
Provide support and troubleshooting for the City’s end user hardware and software environments including installation, relocation, and maintenance and network connectivity.
Ensure established service level requirements are met, escalate incidents at risk of breaching service level agreement including any major Incidents to the Technology Support Lead.
Ensure that schedules, orders and timelines are communicated and met for device installation, upgrades and terminations.
Participate in evaluating new end user hardware and software to ensure it meets departments’ business needs and fits into the corporate environment.
Manage deployment and recovery of IT equipment and maintain the asset management database, accordingly, deploy pre-packaged software as needed using automated deployment tools.
Perform preventative maintenance including checking and cleaning of workstations, printers, and peripherals and ensuring software updates are completed.
Participate in, support and follow Corporate Customer Service, Service Management and Asset Management frameworks, strategies and policies.
Build and maintain advanced skill set in troubleshooting infrastructure, software and hardware as it relates to the City's environment.
Associate Incidents with other records such as Knowledge Articles, Known Errors, etc., developing submitting and testing knowledge articles. Identify opportunities for new knowledgebase articles to expedite resolution of future occurrences, alert supervisor of emerging trends in incidents.
Adherence to internal Cybersecurity prevention protocols and processes.
Perform related work as required. Knowledge, Skills & Abilities
Knowledge of Service Desk operating environment, including methodologies and software.
Knowledge of common computer hardware, operating systems and software packages (e.g. MS Office).
Working knowledge of a range of diagnostic utilities.
Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
Communicate clearly and effectively both orally and in writing demonstrating fluent English language skills with the ability to adapt to diverse communication techniques to evaluate situations, identify problems and exercise sound independent judgement within established guidelines.
Knowledge of cybersecurity prevention techniques and best practices.
Ability to handle multiple tasks and develop solutions to technical problems while under pressure and meeting client expectations and deadlines.
Ability to handle difficult and sensitive situations with customers and employees.
Ability to establish and maintain effective working relationships with civic employees and external service providers.
Ability to contribute and work independently within a highly motivated team environment.
Ability to conduct research into a wide range of computing issues is required.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Keen attention to detail. Education & Experience
Typically, the knowledge, abilities and skills required are obtained through completion of a two-year diploma in Computer Engineering Technology or a university degree in Computer Science, or other related discipline combined with one (1) to two

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