Service Desk Specialist - Late Shift

at  Workers Compensation Board of Manitoba

The Service Desk Specialist is responsible for providing technical support of the WCB’s personal computing, telephony, and networking applications, services and technologies. They provide service to internal staff of the WCB and customers accessing WCB online applications within the Service Desk unit’s scope of work.

QUALIFICATIONS:

One (1) year IT certificate from a recognized college or educational institution
Eight months (8) months previous experience in a customer service or technical role providing IT support
Typing speed 35 wpm (error rate less than 5%)
Proficiency in the use of a personal computer and software in a Windows environment including network file systems and Microsoft Office
Ability to quickly acquire working knowledge of new technologies and software
Ability to interpret and execute technical instructions and exercise initiatve to solve problems
Developed analytical and problem solving skills
Ability to communicate effectively, both verbally and in writing about a variety of topics in technical and non-technical terms
Excellent interpersonal skills to develop and maintain working relationships with stakeholders and understand their requirements
Ability to organize and prioritize workload while providing excellent customer service
Ability to work under pressure, independently and in a team environment
Ability to work in an awkward position and lift heavy to moderately heavy objects.
CompTia A+, MCSE or Network Plus certification would be an asset.
Knowledge of Service Desk and Computer Operations functionality and ITIL Foundations would be an asset
Ability to communicate proficiently in both official languages (English & French) is an asset, but is not required

Service Operation

Incident Management - First Level Support

• Incident acceptance, recording, and classification in the incident recording application, and resolution.
• Incident escalation to second level support for investigation and diagnosis as needed

Request Fulfillment

• Request Fulfillment acceptance and recording in the fulfillment recording application

Access Management

• Grants, modifies and revokes access to data and applications for internal/externals users

Problem Management

• Assist in the analysis of incidents to determine if a series of incidents is indicative of a problem.

Asset Management

• Assists with the configuration, installation, support and maintenance of Information Technologies assets (physical assets (workstations, telephony equipment, computing peripherals and “shrink wrap” software), documentation, service level agreements, service catalogs, warranties)

Desk Side

• Provide IMAC (Install, Move, Add, Change) service to workstations and peripheral equipment
• Prep of new equipment for rollout to users
• Track, record, and update inventory and asset tracking systems and disposal of equipment
• Liaises between users, other members of the Information Technology group, and vendors/suppliers to address application and workstation problems.

Batch Services and Print Services

• Define and maintain job scheduling requirements, application interdependencies, WCB contacts, and rerun requirements for all production jobs
• Develop and maintain operational documentation for the batch scheduling environment
• Initiation of batch schedules according to defined schedules
• Monitor progress of scheduled jobs, verify results for success/failures, and notify second level support as required
• Perform problem resolution for batch and print services
• Perform printer preventative maintenance and manage printer supplies inventory.
• Operate printers including print queue management and forms management
• Sort output for distribution to WCB mailroom according to defined schedules

Adheres to the service delivery competencies, processes, methods, and tools utilized within the unit.
Ensures all tasks and activities within the unit are relevant and linked to the WCB’s corporate strategies, mission and vision. This includes the IT department’s mission and vision.
Contributes reference material to Service Desk documentation and end user training (knowledge base, FAQ, guidelines, etc.) for use within the unit and business end users.
Participates in the delivery of end user training material to end users.
Pursues professional development by attending business and technical development courses and seminars.
At times, this position is required to perform some job duties during non-work hours. Overtime may be required.