Service Desk Analyst

6 days ago

Toronto, Ontario, Canada City of Toronto Full time
Job Summary

We are seeking a highly skilled Service Desk Analyst to join our team at the City of Toronto. As a key member of our IT support team, you will be responsible for providing exceptional customer service and technical support to our staff.

Key Responsibilities
  • Provide first-level enterprise-wide support for IT infrastructure, including incidents and service requests for all hardware and software.
  • Offer effective client support to all City staff and first-call resolution, where possible, that meets or exceeds declared performance requirements.
  • Log, track, and resolve incidents and service requests.
  • Perform enterprise-wide account administration for password resets, user login, and various application support.
  • Provide a Tier 2 support role within the Service Desk for incidents and service requests.
  • Offer guidance to the Service Desk Analyst 2.
  • Participate on corporate or divisional technical project teams to determine requirements, research, evaluate, recommend, design, implement, and provide operational and technical support for system software, platform hardware, and/or network solutions.
  • Contribute and maintain the Service Desk knowledgebase to support service delivery.
  • Assist in developing and maintaining an overall technical support strategy for the IT Service Desk that sets goals for maintaining a consistently high level of customer service, through continuous improvement and innovation.
  • Participate in developing the overall IT support service delivery strategy and implementing key IT strategic initiatives such as best-practice and process improvement exercises (i.e., ITIL).
  • Participate in defining, maintaining, and sustaining incident and service request management processes, including tracking and reporting.
  • Provide assistance and operational support in assessing and implementing upgrades and/or enhancements to the existing systems.
  • Create and develop software solutions, as required.
  • Develop customized tools and processes.
  • Ensure final closure of the Incident or Service Request to the satisfaction of the client.
  • Perform support and administration, including account creation and change of user account information for the Service Desk incident and service request tracking application.
  • Assist in developing Service Level Agreements and Operating Level Agreements.
  • Respond to user inquiries, investigate and analyze problems, develop solutions and/or action plans, and liaise with users and other technical support staff to resolve problems.
  • Liaise with Tier 2/3 support service delivery units, including dispatch management (to Tier 2/3 support).
  • Use remote control to resolve incidents and provide assistance when possible.
  • Utilize monitoring and diagnostic tools to assist with incident resolution.
  • Assist in reviewing the effectiveness of operational standards, procedures, and processes, and recommend changes.
  • Participate in team projects and make recommendations to enhance IT support.
  • Provide technical information to clients.
  • Use an incident and service request tracking database system for call management, escalation, and follow-up, and to analyze trends.
  • Maintain in-depth knowledge of current corporate standard applications and a listing of available divisional, corporate, or external technical resources.
  • Travel to off-site locations occasionally.
Requirements
  • Post-secondary education in Computer Science or a related discipline, or an equivalent combination of education and related experience.
  • Considerable experience diagnosing and solving computer-related problems in a large, diverse computing environment.
  • Considerable experience in a call-center environment, focusing on phone-based customer support, e.g., using an Interactive Voice Response (IVR) system.
  • Considerable experience with enterprise end-user computing technologies, including Microsoft Windows 10 or higher, Microsoft Office 365, IT Service Management ticketing systems, and enterprise Collaboration tools, (e.g., Cisco Webex, Microsoft Teams, etc.).
  • Experience using Microsoft Active Directory and other enterprise user administration or support tools, e.g., Secure Remote Access (RSA), Mobile Device Management (MDM) or other remote support utilities.
  • Experience participating in IT projects and process improvement initiatives.
  • Excellent customer service skills with the ability to handle difficult client situations.
  • Ability to communicate with computer users in both business and technical terms.
  • Familiarity with IT frameworks and best practices, including Information Technology Infrastructure Library (ITIL).
  • Strong conceptual and analytical skills with ability to identify, analyze, and solve problems independently.
  • Ability to coach, mentor, and teach staff.
  • Excellent interpersonal and communication skills in dealing with all levels of staff, as well as the ability to manage user expectations.
  • Ability to work effectively in a high-volume, stressful environment.
  • Ability to meet deadlines and deal with conflicting priorities and work demands.
  • Ability to work independently and in a team environment.

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