Service Desk Technician

at  City of Kawartha Lakes

JOB BRIEF

This position provides a single focal point of contact between technical service staff and users on a day-to-day basis, receives reports of incidents and service requests; and provides advice, technical guidance, and facilitates restoration of services.
Employment Status:

JOB DESCRIPTION:

• Provide technical support in a computer technician/service desk capacity to facilitate exchange of information and advice;
• Manage the request life cycle; receive and record the request using the service desk application; perform an initial assessment; troubleshoot and resolve issues or re-direct issue to second-line or third-party support groups; monitor status and invoke escalation procedures as required; keep customer informed on status and progress; close request and confirm resolution with customer
• Communicate planned and short-term changes of service levels to customers
• Support and repair client computer and communication hardware, software and media using the city’s standard technology procedures and tools
• Participate in deployment of hardware and software
• Participate in and provide support to projects
• Conduct research, using the Internet and other sources, to access computer and phone hardware system information and software application options
• Provide information and recommendations to Manager for service improvement and customer training needs
• Contribute to Problem Identification processes and maintain the Service Desk databases
• Frequent travel to various work locations is required to fulfill the job duties of the position
• Perform other related duties as assigned

SKILLS/EDUCATION REQUIRED:

• Post-Secondary Diploma in Computer Systems or a related field
• Minimum 3 years of related progressive experience, preferably in a municipal environment
• ITIL Foundations Certificate preferred, along with working knowledge of service management and ITIL methodologies including incident, problem, change and configuration would be an asset
• Experience with a wide variety of applications in a diversified networked environment
• Experience with computer installation, maintenance and repair
• Experience with network hardware, operating systems, and voice communications systems
• Experience in a Service Desk and Technical Support capacity and with using a Service Desk system
• Working knowledge of project management is an asset
• Proven client service competencies including strong interpersonal and communication skills, ability to develop and maintain cooperative working relationships both within and outside the organization, active listening and questioning skills including common structured questioning techniques; ability to reason and troubleshoot, stress and conflict management skills, ability to provide detailed and accurate verbal and written technical guidance and support to clients
• Ability to demonstrate initiative consistently with commitment to quality improvement, sharing process improvement initiatives with management
• Demonstrated organizational and time-management skills including the ability to work both independently and as part of a team, and work methodically and prioritize workload to meet multiple demands and deadlines effectively with minimal supervision
• Demonstrated ability to exercise discretion and tact and to maintain a high degree of confidentiality and professionalism
• Demonstrated proficiency in Microsoft Office and other standard desktop applications
• Possess and maintain a valid Ontario Class “G” Driver’s Licence
• Upon a conditional offer of employment, a Criminal Record Check will be required

Please refer the Job description for details