Service Desk Analyst 1

at  City of Toronto

Job ID: 45394
Job Category: Information & Technology
Division & Section: Technology Services, Technology Services Delivery
Work Location: East York Civic Centre, Toronto, ON
Job Type & Duration: Full-time, 2 Permanent & 1 Temporary Full Time (12 months) vacancies
Hourly Rate and Wage Grade: $43.58 - $47.75, TFS455, Wage Grade 13
Shift Information: Monday to Friday, 35 hours per week
Affiliation: L79 Full-time
Number of Positions Open: 3
Posting Period: April 4, 2024 - April 18, 2024
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 IT incidents and service requests related to corporate and divisional hardware and software. These positions may involve occasional travel to off-site locations.

KEY QUALIFICATIONS:

Your application must describe your qualifications as they relate to:

• Post-secondary education in Computer Science or 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 providing telephone support in a client support function.
• Extensive experience with Windows 10, 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.
• Experience with MS Office 365 (Outlook, Word, Excel, PowerPoint, OneNote, OneDrive, etc.)
• Experience working in an ACD/IVR environment utilizing applications such as Cisco CAD.
• Experience participating on corporate or divisional technical project teams as well as process improvement initiatives.

Your primary responsibilities as a Service Desk Analyst 1 will be varied. Specifically, you will:

• Perform first-level enterprise-wide support of Information Technology infrastructure, including incidents and service requests for all hardware and software.
• Provide 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 (Novell, ERA, QuatroTime, Goldcare, IBMS, and Remote Portal), change of user account information, and network drive space increases.
• Provide a Tier 2 support role within the Service Desk for incidents and service requests.
• Provide 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.
• Provide backup administration of the Service Desk tool, in support of incident management, service request management, and change management.
• Administers, develops and maintains Service Desk knowledgebase to support service delivery. Contributes to procedures and articles.
• 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.
• Ensures 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.
• Develop and provide user support content and documentation (i.e., Intranet web material and knowledge management articles).
• 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.
• Travels to off-site locations occasionally.