Service Desk Analyst

Job Posting

Halifax Regional Municipality is inviting applications for the Temporary, one-year term position of Service Desk Analyst in Information Technology.

Halifax Regional Municipality (HRM) is committed to reflecting the community it serves and recognizing Diversity and Inclusion as one of the Municipality's core values. We have an Employment Equity Policy, and we welcome applications from African Nova Scotians and Other Racially Visible Persons, Women in occupations or positions where they are underrepresented in the workforce, Indigenous/Aboriginal People, Persons with Disabilities and 2SLGBTQ+ Persons. Applicants are encouraged to self-identify on their electronic applications.

Reporting to the Team Lead, IT Service Desk, this position is responsible to provide front-line hardware, software and IT equipment technical support services to all HRM clients. This position requires individuals stay current on technology specific to HRM; and includes account management services, file and print services, enterprise and business applications, telephone/telephony services, video conferencing and live event production services.

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 request 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;
• Participate in scheduled Queue Monitor roles and responsibilities;
• Provide assistance to other IT staff when required;
• 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;
• Hold a recognized designation in any of the following subject matter areas: Help Desk / Service Desk, Desktop Support or Networking; and be willing to maintain these designations if requested;
• 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 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, Active Directory and MS O365
• Working knowledge of Citrix and UNIX would be considered an asset;
• 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 may be required to complete an employment security screening check.

Please note – Testing may be conducted as a component of the selection process to assess technical and job specific knowledge. Candidates, who are selected for testing, may be tested in a group setting, scheduled at the employer's discretion.

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: Temporary, One-Year Term

HOURS OF WORK: 8:30am-4:30pm, Monday to Friday; 35 hours per week, Some over-time required based on operational needs.

SALARY: NSGEU 222 IS Level 4; $44.15 per hour

WORK LOCATION: 1894 Barrington St., 13th Floor, Barrington Tower, Haifax.

CLOSING DATE: Applications will be received up to 11:59pm on Monday, February 2nd,

This is a bargaining unit position. External applicants will only be considered if there are no qualified bargaining unit candidates.

Please note: We thank all applicants for their interest in this position. Only those applicants selected for interview/testing will be contacted.

To ensure a fair and equitable hiring process, candidates are expected to complete all parts of the recruitment process, including assessments, assignments, and interviews independently and without the use of artificial intelligence (AI) tools or other forms of external assistance. The use of AI to complete any component of the hiring process is not permitted and may result in disqualification from consideration.

Shortlisted candidates will be required to provide proof of their qualifications, including, but not limited to, educational credentials, professional licenses, and relevant certifications.

During the recruitment process, applicants have the right to request an accommodation. Applicants invited to participate in an assessment process (such as interview or testing) and who require an accommodation, should discuss their needs with the Talent Acquisition Advisor when invited to the assessment process. For more information on our accommodation process please click on the link: Accommodations | Hiring | Employment | Halifax.

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