IT Service Desk Analyst 

Position Summary

This is an on-site role within the IT Division, located on the 5th floor at 225 East Beaver Creek Rd. and at Richmond Hill Public Library Central Branch, 4th floor at 1 Atkinson St., Richmond Hill.

The IT Service Desk Analyst will provide first-line technical support to internal City and Library staff 5 days per week, working 8-hour shifts, Monday through Saturday, between 8 a.m. and 8 p.m. The IT Service Desk Analyst will install and configure personal computers, printers, peripheral equipment, and mobile devices. Provide support to clients through the IT Service Desk function and resolve issues, ensuring system/data integrity is maintained. This role will occupy the Primary IT Service Desk and Desk Side Support roles to ensure all aspects of supporting end users are addressed as required and that adequate telephone coverage is provided to ensure a live answer during IT Service Desk operating hours.

The IT Service Desk Analyst is the single point of contact for the organization when interacting with the IT Division (Incident Management Process), and as such, the IT Service Desk Analyst will be responsible for creating heat tickets and tasks in the facilitation of the ongoing service management and incident management processes as they relate to the technology needs of the organization. This role will perform administrative tasks as assigned and will input, maintain, and track the ongoing status of all end-user technology assets within the City’s Configuration Manager Database (CMDB). The IT Service Desk Analyst will help with the preparation and deployment of hardware for capital projects. 

Key Duties and Responsibilities

Service Desk Operations and Technical Support

• On-site coverage of the IT Service Desk weekdays during regular business hours.
• Receive, log, and manage calls from internal staff via telephone, the Heat self-service portal, and walk-ins, and respond to all requests in a timely manner.
• Triage calls, create tickets, assign priority, and initiate corresponding procedure and escalation path.
• Follow up on all tickets until they are completed.
• Maintain a high degree of customer service for all support queries and adhere to the ITIL service management framework and principles.
• Resolve all Level 1 Technical Support issues, strive for first-call resolution, and track all work completed in the facilitation of the work performed in the resolution of the incident.
• Keep users informed of progress and coordinate activities to resolve issues to the user's satisfaction.
• Escalate incidents to Tier 2 or the appropriate team within IT.
• Work with the hardware vendor to arrange for warranty replacement. 
• Setup and onsite support of audio/visual and hybrid boardroom equipment.

Duties and Responsibilities Cont'd

Technology deployment

• Install and configure standard, in-house, and third-party applications.
• Image and deploy computers.
• Provision and deploy cellular devices.
• Assist users in the initial use of technology by providing desk-side assistance.
• Create/update end-user technology user guides in conjunction with technology deployments and updates.

Administration and Asset Management

• Track technology orders with vendors.
• Receive, process, and track technology invoices; code invoices for payment processing.
• Facilitate hardware RMAs with vendors.
• Unbox computer assets, affix an asset tag, and input all date, vendor, hardware specification, procurement, and financial information into CMDB.
• Continually update the status of assets in CMDB to align with their disposition. 
• Update process and procedural documents, as directed.

Education and Experience

• Computer Technologies College Diploma or Technology School Diploma

• A college diploma or university degree in computer science or business administration with related work experience, considered an asset 

• Microsoft, ITIL v4 Foundations, and Help Desk Institute – HDA (Help Desk Analyst Certification). A+, Network +, LEAN Six Sigma Yellow Belt (or higher), considered an asset.

• Minimum 1 year experience in a helpdesk and/or technical support role

Required Skills/Knowledge

• Strong customer service focus
• Troubleshooting Skills
• Critical thinking skills
• Good interpersonal skills
• Working knowledge of the ITIL Framework
• Communicate effectively in both oral and written form
• Explain technical concepts in non-technical terms to clients and staff
• Good working skills with tablets, smart phones, and mobile device management
• Proven experience with deploying operating systems images in a networked environment
• Strong understanding of desktop management technologies, such as antivirus and malware remediation software, software and application deployment, and systems management
• Well-developed problem-solving, analytical, and conceptual skills

Leadership Competencies