Service Desk Analyst 1

at  City of Toronto

Job ID: 52883
Job Category: Information & Technology
Division & Section: Technology Services, Technology Services Delivery
Work Location: Etobicoke Civic Centre & Scarborough Civic Centre
Job Type & Duration: 1 Temporary, Full-time (11 month vacancy), 5 Temporary, Full-time (12 month vacancy)
Hourly Rate: $43.58 - $47.75
Shift Information: Monday to Friday, 35 hours per week
Affiliation: L79 Full-time
Number of Positions Open: 6
Posting Period: 03-Feb-2025 to 17-Feb-2025
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.
Major Responsibilities:

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 and password resets for user login and various application supported by Service Desk), 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.
• Contributes and maintains 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.
• 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.
• 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.

Key Qualifications:

Your application must describe your qualifications as they relate to:

• 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.

You must also have:

• 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.

• 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 and password resets for user login and various application supported by Service Desk), 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.
• Contributes and maintains 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.
• 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.
• 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