Service Desk Analyst

Toronto, ON M4S 1Z2

Posted: 09/25/2018 Category: Help Desk / Service Desk Job Number: 13203

Position: Technical Support, Service Desk and Help Desk Analyst

Duration: 9  months 

Location: Toronto

Scope of Work:
  • Reporting to the Supervisor - Service Desk, the incumbent is responsible for providing first line computer hardware and software support, including incident identification, recording, classification, initial support, investigation and diagnosis, resolution and recovery, incident closure, ownership, tracking, monitoring and communication, to ensure service levels are maintained.  The incumbent must strive to quickly resolve technical disruptions in service and provide effective responses to user inquiries. The Service Desk is the single point of contact for the organization when interacting with the IT-Services Department (Incident Management Process) and as such, Service Desk Analysts will be responsible for incidents/problems related to the hardware, software and network environment. The incumbent will be required to effectively diagnose and resolve technical problems that arise.  Resolution will include escalation of incidents to the appropriate divisions within I.T. Services or to external vendors.  Follow up entails timely feedback to our clients as per agreed service levels.  The incumbent should have a general understanding of PC hardware, software, Windows 7, 8, 10 and office 2016. Excellent customer service and communication skills are required.

Mandatory Skills

Requires knowledge of the information technology, with specific experience related to Service Desk Practices, incident ticket management

The incumbent must have a strong customer service focus.  Well-developed problem solving, analytical and conceptual skills are required as well as strong written and verbal communication skills.

These skills and knowledge would normally be acquired by obtaining a University Degree / Community College Diploma in Information Technology combined with directly related work experience. 

Special consideration will be given to candidates with previous experience in public sector.

Must be willing to work towards completing required certifications such as: A+ and Network +, Help Desk Institute - HDI (Help Desk Analyst Certification), MOUS, and ITIL Essentials. 

Must have the ability to co-ordinate all activities of the Service Desk, ensuring that customer service is not compromised.

Deliverables: 
  • First level support via telephone calls, walk-in' s voicemail etickets, and e-mail directed to the Service Desk maintaining a personal incident resolution rate of 75%.

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