Service Desk Analyst

at  Calgary Board of Education

MISSION

The Calgary Board of Education (CBE) is the largest school board in western Canada with over 140,000 students and 16,000 employees. Our mission: Each student, in keeping with their individual abilities and gifts, will complete high school with a foundation of learning necessary to thrive in life, work and continued learning. We pride ourselves in the values we hold. Students come first. Learning is our central purpose. Public education serves the common good. The CBE encourages an inclusive and equitable workplace, which supports our diverse student and employee community. We encourage all applicants to join our dynamic, diverse, and collaborative culture and welcome applications from all qualified individuals.
When you apply to the CBE, you can feel good about serving our future leaders and contributing to student success.

EDUCATION AND EXPERIENCE:

• Two years equivalent post-secondary diploma in the field requiring support (i.e. finance, IT, payroll, benefits, etc.) and two years related experience in front line customer support.
• Demonstrated knowledge and experience with combination of current Windows operating system, Microsoft Office 365 suite of products, current Mac OS, large corporate IP networks.
• An equivalent combination of education and experience will be considered.

DEMONSTRATED SKILLS AND COMPETENCIES

• Demonstrated success at phone support, use of remote communications such as Instant Messaging and Video calling and customer service.
• Demonstrated ability to convey ideas and instruction clearly, concisely and effectively (both oral and written).
• Strong interpersonal communication and organizational skills.
• The ability to work effectively in a team-based environment.
• Capture, analyze, and present information with precision, making decisions as to the best course of action.
• Effective listener.
• Strong analytical skills.
• Ability to take initiative to make improvement.
• Ability to learn product and service/process information quickly and accurately.
• Ability to interact with staff in a polite, helpful and professional manner.
• Personal suitability.

RESPONSIBILITIES:

• Serves as the first point of contact for CBE staff to report problems or disruptions regarding technology and other services that are approved for the Service Desk. Strives to restore normal service as quickly and effectively as possible. Conducts analysis of reported issues and takes appropriate action to achieve First Call Resolution where possible. Is familiar with and utilizes workstation/network troubleshooting, monitoring tools, remote control tools, call tracking system and knowledgebase. Assists CBE Staff in incident resolution and service requests by guiding them through necessary actions.
• Responds to service requests, initiates and guides service requests to the appropriate service provider. Examples include (but are not limited to) corporate and/or application password resets, disk quota increases, access requests repairs to systems, etc. Sets expectations as appropriate and captures required information to facilitate efficient fulfillment of the service request.
• Initiates and monitors the daily network account processing scripts; alerts to the Account Administrator when processes are seen to vary from normal parameters. Executes any special instructions as required and monitors the processes and access request escalations. Applies an understanding of the account guidelines; analyzes requests, executes manual account changes in accordance with the account guidelines. Analyzes and clarifies requests determining when escalation to the Account Administrator is required and ensures appropriate information and background is provided with those escalations.
• Assists callers in the use of system applications and services by providing instructions, advice, help, and demonstration. Strives to assist the caller in becoming self-sufficient and skilled in the tasks they are calling about. Directs callers to self- help and self-service resources encouraging and enabling self-sufficiency for CBE Staff.
• Responsible for service incident communications, including portal and telephone updates. Assists with and facilitates system communications in the event of incidents related to Service Desk services.
• Provides CBE Staff with accurate information, advice and recommendations regarding appropriate use of CBE resources and technology to enhance outcomes and practices. Stays informed and is aware of new and upcoming initiatives, services and programs across service areas supported by the Service Desk.
• Accepts responsibility for Service Desk service delivery and is effective and productive with or without direct supervision, independently monitors email, voice email, and is present and available to staff requiring assistance. Maintains decorum in the Service Desk. Takes ownership of incident resolution and service requests.
• Communicates effectively to a wide variety of audiences, delivers clear-concise communications and listens effectively.
• Logs all Service Desk contacts in Call Logging system, strives for clarity, accuracy and precision. Adheres to Service Desk business processes and practices.
• Maintains knowledge of and adheres to CBE Information security and access authorization requirement, practices and procedures. Reports security incidents immediately to Supervisor. Is familiar with CBE Administrative Regulations specifically in regards to use of technology, security and privacy.
• Participates in the release of new services and the change control and change management processes. Maintains a commitment to learn and understand changes and new systems and services. Rapidly achieves competence in supporting those services with the goal of ensuring all new and updated services are delivered according to intended levels of quality and outcomes.
• Watches for trends that indicate potential problems, is proactive to ensure those problem areas are recognized and noted. Suggests solutions and strives to provide workarounds to overcome problems until the solution can be implemented.
• Provides input regarding staff training requirements. Tests training modules and documentation and shares knowledge with clients. Provides on the job mentoring to other Service Desk Staff and assists other Service Desk staff as required. Investigates and implements ways of reducing service and trouble calls.
• Accurately updates knowledge in accordance with Service Desk Knowledge Management process and expectations. Assists and creates end user help documentation, support tips, and knowledge base items and online postings.
• Learns and utilizes fundamental operations of commonly used software, hardware, applications and other CBE services as supported by the Service Desk. Becomes familiar with CBE policies, services and procedures.
• Attends seminars, user group meetings and other team meetings to provide and share in technology and Service Desk processes.
• Performs other related responsibilities as assigned to meet the purpose and accountabilities of the role.