Job ID: 45395
Job Category: Information & Technology
Division & Section: Technology Services, Technology Services Delivery
Work Location: East York Civic Centre
Job Type & Duration: Full-time, Temporary Vacancy (6 months)
Hourly Rate and Wage Grade: $39.14 - $42.88, Wage Grade 11
Shift Information: Monday to Friday, 35 hours per week
Affiliation: L79 Full-time
Number of Positions Open: 1
Posting Period: 08-APR-2024 to 22-APR-2024
Job Description
Reporting to the Supervisor, Technology Service Desk, you will be responsible for providing front-line technical support and customer service to users across the enterprise for all Information and Technology incidents and service requests related to corporate and divisional hardware and software. This position within the Technology Infrastructure Services Section may involve occasional travel to off-site locations.
Responsibilities:
Your primary responsibilities as a Service Desk Analyst 2 will be varied. Specifically, you will:
- Performs first level enterprise wide support of Information Technology infrastructure including incidents and service requests for all hardware and software.
- Provides client support to all City Staff and first call resolution where possible, that meets or exceeds declared performance requirements.
- Performs incident and service request logging, tracking and resolution.
- Performs enterprise-wide account administration for password resets (Novell, GroupWise, IBMS, and Remote Portal)
- Responds to user inquiries, investigates and analyzes problems and develops solutions and/or action plans. Liaises with users, other technical support staff to resolve problems.
- Liaises with Tier 2/3 support service delivery units, including dispatch management (to Tier 2/3 support).
- Uses remote control to resolve incidents and provide assistance.
- Utilizes monitoring and diagnostic tools to assist with incident resolution.
- Assists in the review of operational standards, procedures and processes and recommends changes.
- Participates in team projects and make recommendations to enhance information technology support.
- Provides technical information to clients.
- Uses an incident and service request tracking database system for call management, escalation and follow up and to analyze trends.
- Contributes to procedures and articles to a knowledgebase to support service delivery.
Key Qualifications:
Your application for the role of Service Desk Analyst 2 should describe your qualifications as they relate to:
- Post-secondary education in Computer Science, a related discipline, or an approved equivalent combination of education and/or related experience.
- Extensive experience diagnosing and solving computer-related problems in a large, diverse computing environment.
- Extensive experience with Windows 10, MS Office 365, Novell Netware, iManager, Remote Support utilities (e.g. BeyondTrust Bomgar, PCAnywhere, etc.), Service Desk Ticketing System (e.g., HP Service Manager, ServiceNow, etc.), ITIL/ITSM, RSA Secure ID Administration, Active Directory, Cisco Webex Collaboration and Meetings, Cyber Security incidents, and MDM.
- Extensive experience providing telephone support in a client support function.
- Experience working in an ACD/IVR environment utilizing applications such as Cisco Finesse.
You must also have:
- Strong customer service skills and experience handling clients in difficult situations.
- Familiarity with information technology concepts, including hardware platforms, office tools, networking, and all IT infrastructures.
- Strong conceptual, analytical, and problem-solving skills.
- Strong interpersonal, communication skills in dealing with all levels of staff and managing users’ expectations.
- Ability to communicate with computer users in business and technical terms.
- Ability to work effectively in a high-volume, high-stress environment.
NOTE TO INTERNAL FULL-TIME AND PART-TIME CITY OF TORONTO EMPLOYEES:
City of Toronto employees must apply to full-time or part-time employment opportunities posted on the City's Internal Job Posting Portal.
Equity, Diversity and Inclusion
The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.
Accommodation
The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.
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