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Service Desk Analyst At City of Hamilton

Location: Hamilton, Ontario

Job Description

About the City of Hamilton

Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometres of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason


JOB ID #: 15830

Service Desk Analyst
Corporate Services
Information Technology
55 York Blvd

NUMBER OF VACANCIES: 1 Full Time Temporary 10 Months

UNION/NON-UNION: CUPE Local 5167 Inside

HOURS Of WORK: 35.00 per week

SALARY/HOUR: $33.950 - $38.580 per hour
  • Note: See appropriate Collective Agreement or the Non Union Salary Range for details.


Job Description ID #: 6621


Reporting to the Supervisor, Service Desk, the Service Desk Analyst provides technical and procedural support to customers experiencing technology-related problems. Operating at the second tier of support, the analyst will respond to client issues such as a lack of understanding using software or inoperative hardware/software and/or peripherals, in a timely and responsive manner, often going to the client’s location.

This role responds to, diagnoses, and resolves problems through discussions with customers and help from the operations and infrastructure staff as required. The Service Desk Analyst will follow established processes for the control, escalation, tracking, and follow up on any reported problems. The Service Desk Analyst updates users’ computers with updated files and programs, remotely accesses systems to diagnose and resolve problems, and refers calls to vendors or internal staff for resolution. The Service Desk Analyst assists in training customers to avoid recurring problems.


Provide Tier 1 and Tier 2 software and hardware support including provision of technical advice, guidance and informal training to clients using hardware and software programs. May include fielding calls during high call load or low staffing periods.

Troubleshoot and restore routine technical service and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures.

Review and provide assessment/confirmation of the severity and priority of client problems/issues using a set of defined criteria such as a localized versus broad issue, environmental and business impacts.

Review, diagnose and resolve client hardware and software issues, update service desk ticket with the resolution. Resolutions may require machine re-imaging, re-installation of software, virus removal, installation of operating system updates and patches, hardware component replacement (memory, hard drive, network/video/sound cards) and/or end user training.

Research issues through access to vendor knowledge databases to enhance quality of problem resolutions. Initiate and manage contact/communications with hardware, software and peripherals vendors as required to resolve user issues/problems.

Analyze problem trends and patterns and make recommendations for improvements

Perform root cause analysis, develop checklists for typical problems and recommends procedures and controls for problem prevention to IS Management.

Review and analyze support tickets to identify possible cause and effect relationships between multiple issues and/or hardware/software configurations. Develop and report recommendations based on findings.

Capture, record and update customer contact information, issue details and resolution details in service desk software.

Define and develop City wide PC/Laptop specifications in collaboration with Desktop and Network Analysts.

Define, maintain and improve processes to identify, track, escalate, resolve and report customer problems.

Develop and implement technical service restorations and troubleshooting procedures for identifying, testing and diagnosing computer system and peripheral equipment faults in collaboration with the Service Desk Supervisor and other I/S staff.

Assigns Incident and Service Request tickets to the most appropriate support area or resource for resolution to maintain service levels, as back up to the Service Desk Operations Analyst when required.

May be assigned to an initiative or project requiring the individual to take direction from other IS Unit Manager and/or Project Manager.

May be required to provide on call support to users.

Work in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety.

Perform other duties as assigned, which are directly related to the major responsibilities of the job.


1. University Degree or College Diploma in Computer Science, Information Systems, Computer Technology or related discipline.

2. One (1) to two (2) years experience in an IT call centre, service desk environment.

3. Experience supporting and troubleshooting basic client hardware and software products including Windows 7 and Microsoft Office suite.

4. Experience extracting information, identifying and troubleshooting problems.

5. Experience maintaining client relationships and delivering to established service levels.

6. Knowledge and experience navigation vendor knowledge bases including Microsoft and Oracle.

7. Knowledge of the City’s business divisions and technology.

8. Working knowledge of networking systems (DNS, WINS, Active Directory).

9. Working knowledge of email technologies such as Microsoft Outlook.

10. Proven analytical and problem-solving abilities.

11. Ability to make sound and logical judgments.

12. Strong interpersonal, written, and oral communication skills.

13. Strong customer service orientation.

14. Must possess a Class G Drivers’ Licence.



Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.


The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.

We invite you to visit the departmental webpage to obtain further information on the culture and business of this department.

The incumbent shall comply with all Health and Safety Policies and Practices for this position and the workplace.

It is the responsibility of the applicants to ensure that their application reaches Human Resources by the closing date or they may not be considered. It is also the responsibility of applicants to supply qualifications, licences and related experience relevant to the qualifications outlined above for this competition as directed. On the basis of the criteria set out above, this posting is open to all applicants

The statements made by me are true, complete and correct to the best of my knowledge. I understand that any falsification of statements, misrepresentations, deliberate omission or concealment of information may be considered just cause for discipline, up to and including termination for internal applicants and disqualification for external applicants.