Service Desk Specialist

**Job Duties**:
Service Operation
Incident Management - First Level Support
- Incident escalation to second level support for investigation and diagnosis as needed

Request Fulfillment

Access Management

Problem Management
- Assist in the analysis of incidents to determine if a series of incidents is indicative of a problem.

Asset Management
- Assists with the configuration, installation, support and maintenance of Information Technologies assets (physical assets (workstations, telephony equipment, computing peripherals and “shrink wrap” software), documentation, service level agreements, service catalogs, warranties)

Desk Side
- Provide IMAC (Install, Move, Add, Change) service to workstations and peripheral equipment
- Prep of new equipment for rollout to users
- Track, record, and update inventory and asset tracking systems and disposal of equipment

Batch Services and Print Services
- Develop and maintain operational documentation for the batch scheduling environment
- Initiation of batch schedules according to defined schedules
- Monitor progress of scheduled jobs, verify results for success/failures, and notify second level support as required
- Perform problem resolution for batch and print services
- Perform printer preventative maintenance and manage printer supplies inventory.
- Operate printers including print queue management and forms management
- Sort output for distribution to WCB mailroom according to defined schedules

Adheres to the service delivery competencies, processes, methods, and tools utilized within the unit.
Ensures all tasks and activities within the unit are relevant and linked to the WCB's corporate strategies, mission and vision. This includes the IT department's mission and vision.
Contributes reference material to Service Desk documentation and end user training (knowledge base, FAQ, guidelines, etc.) for use within the unit and business end users.
Participates in the delivery of end user training material to end users.
Pursues professional development by attending business and technical development courses and seminars.
At times, this position is required to perform some job duties during non-work hours. Overtime may be required.

**Qualifications**:
One (1) year IT certificate from a recognized college or educational institution

Eight months (8) months previous experience in a customer service or technical role providing IT support

Typing speed 35 wpm (error rate less than 5%)

Proficiency in the use of a personal computer and software in a Windows environment including network file systems and Microsoft Office

Ability to quickly acquire working knowledge of new technologies and software

Ability to interpret and execute technical instructions and exercise initiatve to solve problems

Developed analytical and problem solving skills

Ability to communicate effectively, both verbally and in writing about a variety of topics in technical and non-technical terms

Excellent interpersonal skills to develop and maintain working relationships with stakeholders and understand their requirements

Ability to organize and prioritize workload while providing excellent customer service

Ability to work under pressure, independently and in a team environment

Ability to work in an awkward position and lift heavy to moderately heavy objects

CompTia A+, MCSE or Network Plus certification would be an asset

Knowledge of Service Desk and Computer Operations functionality and ITIL Foundations would be an asset

Ability to communicate proficiently in both official languages (English & French) is an asset, but is not required

**Additional Information**:
Ability to communicate proficiently in both official languages (English & French) is an asset.

The WCB is committed to building a skilled, diverse workforce with equitable representation of Indigenous persons, visible minorities, persons with disabilities, women, 2SLGBTQ+ persons and members of other equity-seeking groups. Applicants are encouraged to indicate in their covering letter or resumé if they are a member of these groups.

About WCB:
The Workers Compensation Board promotes safety and health in Manitoba workplaces and aims to help prevent and reduce the occurrence of workplace injuries and disease. Working with its partners, the WCB promotes safe and healthy workplaces, facilitates recovery and return to work, provides compassionate and supportive compensation services for workers and employers, and ensures responsible financial stewardship.

WCBdoes encompasses what it means to work at the WCB. The WCB is proud to have employee benefits and programs that support financial and personal security, foster health and well-being, encourage involvement and support growth as an individual and member of the WCB community. The four categories of WCBdoes include: Security, Wellness, Engagement and Growth.