Clerk B - Service Desk Representative at City of Winnipeg

Under the general supervision of the Operations Coordinator, the Service Desk Representative performs duties in support of the Service Desk. Flexible work arrangements may be available under Administrative Standard AS-018 – Flexible Workplace; subject to review and approval.

As the Clerk B - Service Desk Representative, you will:

• Fulfills the IT Service Desk function by providing first line support to IT users. ¿
• Keeps IT users informed on request status and progress.
• Receives IT service requests and service restorations by various contact methods
• Records and tracks IT service requests and service restorations within the ITSM solution.
• Manages the request life cycle, including incorrect assignments, ticket closure and verification when required.
• Communicates and tracks planned, unplanned, and elevated risk events to end users.
• Provides 24x7 on-call support.
• Prioritize, investigate, analyze and resolve incidents reported by end users and technical support groups
• Collaborate with technical support groups to create supporting documentation to deliver first line support or resolution.
• Collaborate and assign or escalate tickets to technical support groups that cannot be resolved by the IT Service Desk or require additional review.
• Apply technical skills to a range of applications required to deliver first line support or resolution.
• Guide clients through a series of actions to help resolve issues
• Apply technical skills and organizational knowledge to provide first line support or resolution for end users.
• Liaise with vendors to address problem troubleshooting activities
• Provides recommendations for process improvements.
• Advise supervisor of any threats to service delivery
• Other responsibilities as assigned.

Your education and qualifications include

• Grade 12 High School Diploma or equivalent GED, supplemented by a Post-Secondary Certificate in Business and/or Office Procedures, or an equivalent combination of education and experience.

• Experience working in a customer service-oriented environment.

• Experience working in an I.T. Service Desk or Help Desk environment.

• Experience with Microsoft Office and O365.

• Experience working with confidential information with tact and diplomacy.

• Experience interpreting and explaining complex processes and procedures.

• Experience documenting and improving processes and procedures.

• Excellent written communication skills.

• Excellent verbal communication skills, including the ability to communicate with all levels of the organization and with external stakeholders.

• Strong interpersonal skills with the ability to develop and maintain effective and positive working relationships with teams, partnerships and alliances.

• Excellent organizational skills with the ability to be flexible and responsive to changing priorities and circumstances

• Understanding of service management processes in accordance with the Information Technology Infrastructure Library (ITIL) framework would be an asset

• IMPORTANT: Applicants who have been educated outside of Canada must have education which is comparable to the minimum qualification in Canada. Applicants submitting foreign credentials require an official academic assessment report issued by a recognized Canadian assessment service https://www.canalliance.org/en/ at application.

Conditions of employment

• The successful applicant must maintain legal eligibility to work in Canada. If the successful applicant possesses a work permit, it is their responsibility to ensure the permit remains valid.
• A Police Information Check satisfactory to the employer will be required from the successful candidate, at their expense. To obtain Police Information Check information please visit www.winnipeg.ca/police.
• Ability to work 24/7 on a rotational basis.