Service Desk Specialist

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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.

Competition Number
24-146
Salary
$59,613.00 - $65,588.00/Year
Job Type
Permanent Full Time
Closing Date
January 7, 2025

Key Responsibilities

1. Customer Service: Serve as the initial technical point of contact for all service 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.
2. 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.
3. Technical Troubleshooting: Utilize IT knowledge to troubleshoot and resolve common hardware and software issues, ensuring minimal downtime.
4. Security Operations: Assist with setting up user access, investigating and resolving user access control, and respond to cyber incidents based on standard operating procedures.
5. Knowledge Management and Continuous Improvement: Review help desk data to identify areas for improvement and develop solutions with the IT Team.
6. Learning Delivery: Work with users to troubleshoot and learn how to use key enterprise software systems and coordinate online training for users.
7. IT Asset Management: Coordinate and document the deployment, evergreening, and updates for IT assets.

Essential Qualifications

• Proficient in recent versions of Windows and Microsoft 365.
• Technical training on deploying and supporting IT devices.
• Competent in troubleshooting network, hardware, and application issues.
• Exhibit strong teamwork abilities.
• Outstanding verbal and written communication abilities.
• Strong analytical skills.
• Show adaptability and learning agility.
• Demonstrated skills in coordinating support responses.
• Maintain professionalism and confidentiality.

Pre-requisites

• Must be Security Cleared.
• Must take an Oath of Confidentiality.
• Must have a valid Class 5 Driver’s License.
• Participates in providing after-hours support on a rotation basis.

Education

• Post-secondary education in Information Technology or related field.
• ITIL Foundations certification would be an asset.

Experience

• Minimum of three (3) years in an IT technical support/service desk role.
• Minimum of three (3) years providing high-quality customer communications and support.

The successful applicant may be eligible to participate in a Flexible Time Options Program which includes the option of working a 4 or 5-day work week, subject to business requirements.

Equal Opportunity Employer
We are committed to building a workforce that reflects the diversity of the communities we serve. We encourage applications from Indigenous persons, persons with disabilities, and members of visible minority groups.

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)

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

Government Administration