Service Desk Analyst
3 months ago
**Division**:
I.T. Solutions
**Temporary Duration**:
Approximate Duration: 0-6 months
**About Us**:
Serving a diverse urban and rural population of more than 475,000, Niagara Region is focused on building a strong and prosperous Niagara. Working collaboratively with 12 local area municipalities and numerous community partners, the Region delivers a range of high-quality programs and services to support and advance the well-being of individuals, families and communities within its boundaries. Nestled between the great lakes of Erie and Ontario, the Niagara peninsula features some of Canada’s most fertile agricultural land, the majesty of Niagara Falls and communities that are rich in both history and recreational and cultural opportunities. Niagara boasts dynamic modern cities, Canada’s most developed wine industry, a temperate climate, extraordinary theatre, and some of Ontario’s most breathtaking countryside. An international destination with easy access to its binational U.S. neighbour New York State, Niagara attracts over 14 million visitors annually, as well as a steady stream of new residents and businesses.
At Niagara Region, we value diversity - in background and experience. We are proud to be an equal opportunity employer. We aspire to hire and grow a workforce reflective of the diverse community we serve. By doing so, we can deliver better programs and services across Niagara.
For the Region's full employee equity statement, Working at Niagara Region - Niagara Region, Ontario.
**Don’t have every qualification?**
**JOB SUMMARY**:
The Service Desk Analyst will play a key role in providing first level telephone/remote support for employees and Business Units experiencing technology-related problems. This includes but is not limited to providing initial triage, troubleshooting, and support for all reported incidents/ events.
This role responds to, diagnoses, and resolves problems through discussions with customers and help from 2nd Level Resources. The Service Desk Analyst will follow established processes for the control, escalation, tracking, and follow up on any reported problems. Provide training, repair, advice, and support to departments in the areas of installation, configuration, and end-user problem resolution. The Service Desk Analyst assists in training customers to avoid recurring problems with Desktop software and Personal computing devices.
QUALIFICATIONS
EDUCATION
- Completion of a three (3) year College Diploma / University degree in a Computer Science/Information Technology/Telecommunications related field of study; or
- An equivalent combination of a completed, 3 year university degree / 2 year College Diploma in conjunction with recent technology related education, IT certifications, formal, related IT training, and/or recent work experience in supporting IT in a mid-sized, Microsoft-based network environment.
KNOWLEDGE/EXPERIENCE
- 1-3 years of recent and related experience in a customer service and a mid-size IT Service Desk role.
- 1-3 years of recent and related experience supporting IT Technology in a mid to large scale Microsoft networked environment.
- 1-3 years of recent and related_ _experience supporting Office Automation (OA) and Personal Computer (PC) software packages;_ _
- A+, MCP, ITIL, HDI or other similar certification would be an asset;
- Experience with a mainstream and current Enterprise-level, IT Service Management Tools are a definite asset.
SKILLS
- Strong team, customer service skills and telephone support experience;
- Strong knowledge of, and experience with, Microsoft Windows Operating System; and associated Microsoft Desktop Products
- Experience extracting information, identifying and troubleshooting problems.
- Strong PC Hardware skills, including configuration and peripherals installation;
- Experience with troubleshooting, triaging and resolving desktop and hardware issues;
- Working knowledge, and experience with, local and wide area network philosophies;
- Working knowledge of, and experience with, the business functions in end-user departments;
- Proven analytical and problem-solving abilities;
- Excellent communication skills in both written and verbal form;
- Professional work attitude, eager, effectively deal with constant change and conflicting priorities and learning new concepts;
SPECIAL CONDITIONS
- In accordance with the Corporate Criminal Record Check Policy, the position requires to maintain a Canadian Police Clearance Certificate.
**Closing Statement**:
Uncover the wonder of the Niagara Region and join a team dedicated to meeting tomorrow’s challenges TODAY
- Phone: 905-980-6000 or 1-800-263-7215
- Bell Relay: 1-800-855-0511
- In-person: Sir Isaac Brock Way, Thorold, ON L2V 4T7 - Human Resources Department
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