Service Desk Specialist

Position Overview:

The Service Desk Specialist role is responsible for technical incident resolution and service request management, documentation and communication of service area knowledge, self-service offerings for customers who want to resolve incidents quickly and independently, and reports on service desk team metrics to improve effectiveness, efficiency, and communication to our internal customers. This role is essential in managing incoming service requests through calls, emails, and emerging technology solutions, ensuring timely and effective resolution of issues.

Key Responsibilities:

Customer Service: Serve as the initial technical point of contact for all services desk inquiries via phone, email, and other emerging communication tools, demonstrating patience, understanding, and a positive attitude. Ensure a high level of customer satisfaction through prompt and accurate response to queries and preparing communications to users.

End-User Device Processes: Enable a smooth transition for new employees into our digital environment by ensuring the timely deployment of IT assets and access as required.

Technical Troubleshooting: Utilize IT knowledge to troubleshoot and resolve common hardware and software issues, ensuring minimal downtime and maintaining productivity across the organization.

Security Operations: Assist with setting up user access, investigating and resolving user access control, maintain relevant records and documentation, releasing quarantined email, and respond to cyber incidents based on standard operating procedures.

Knowledge Management and Continuous Improvement: Review help desk data to identify areas for improvement and develop solutions with the IT Team to streamline processes and enhance service delivery.

Learning Delivery: Work with users to troubleshoot and learn how to use key enterprise software systems and coordinate on-line training for users on these systems. Training focuses primarily on MS365 and other applications supported by the service desk.

IT Asset Management: Coordinate and document the deployment, evergreening, and updates for desktops, laptops, iPads, landline and mobile phones, and printers, contributing to the achievement of equipment refresh targets.

•Proficient in working with the most recent version of Windows and Microsoft 365 (Teams, SharePoint, Excel, Word, PowerPoint, One Drive) both desktop and browser versions, MS MFA (multifactor authentication), Azure, Exchange Online, and Active Directory.

•Technical training on deploying and supporting notebooks, desktop PCs, mobile devices, and computers.

•Scanning tools to check for viruses, malware, or suspicious activity.

•Competent in troubleshooting network, hardware, and application issues.

•Exhibit strong teamwork abilities, working collaboratively within the IT Team and across all City services to achieve common goals and deliver superior service.

•Possess outstanding verbal and written communication abilities, capable of asking good questions and conveying technical guidance to users with varying levels of technical understanding.

•Demonstrate strong analytical skills with the capacity to identify, troubleshoot, research, and resolve technical problems efficiently as well as identify and provide recommendations for service improvement.

•Show adaptability and learning agility with a willingness and ability to learn new technologies and systems quickly, adapting to the evolving needs of the organization.

•Demonstrated skills and ability to coordinate support responses with several stakeholders, remain organized, and detail oriented.

•Maintain a high degree of professionalism and ethical conduct, ensuring confidentiality and security of IT systems and user data.

Pre-requisites:

•Must be Security Cleared.

•Must take Oath of Confidentiality.

•Must have a valid Class 5 Driver's License.

•Participates, on a rotation basis, in providing after hours support to users throughout the organization.

Education:

•Post-secondary education (diploma or degree) in Information Technology, Computer Science, or completion post-secondary education combined with COMPTIA A+ or equivalent certification.

•ITIL Foundations certification would be an asset.

Experience:

•Minimum of three (3) years prior experience in an IT technical support and/or service desk role, demonstrating a track record of resolving technical issues.

•Minimum of (3) years prior experience providing high-quality customer communications, service, and support.

The successful applicant will be eligible to work a compressed work week of 4 days (Monday to Thursday) throughout the trial period of the City's recently adopted Compressed Work Week Trial. This schedule is subject to change.

Equal Opportunity Employer:

We are an Equal Opportunity Employer. We are committed to building a workforce that reflects the diversity of the communities in which we live and which we serve. We encourage and support applications from Indigenous persons, persons with disabilities, and members of visible minority groups. Candidates who belong to such groups, who are qualified, will be given preference at the time of selection.

Applications will be accepted through our online system only. Qualified applicants should submit their cover letters and resumes to:

City of Saint John

Attn: Hiring Committee

www.saintjohn.ca (careers/employment opportunities)