JOB ID #: 15684
Service Desk Operations Analyst
55 York Blvd
NUMBER OF VACANCIES: 1 Full-Time, Temporary (3 Months)
UNION/NON-UNION: CUPE Local 5167 Inside
HOURS Of WORK: 35.00 per week
STATUS/LENGTH: 1 Full-Time, Temporary (3 Months)
Job Description ID #: 6544
SUMMARY OF DUTIES
Reporting to the Supervisor, Service Desk, the Operations Analyst assists Service Desk management and staff to ensure that end users are receiving the appropriate assistance. This includes the responsibility of assisting in the development of all procedures related to identification, prioritization and resolution of incidents, including the monitoring, tracking and assignment of standard service requests and incidents.
This role responds to, diagnoses, and resolves problems through discussions with customers and help from Information Services staff as required. The Operations Analyst will ensure adherence to established processes for the organization, escalation, tracking, and follow up on any reported problems.
Monitors progress of all open requests to ensure timely response and resolution. Follows up on service desk tickets as required to ensure calls are completed to customer’s satisfaction. Escalates tickets as required.
Performs root-cause analysis to identify trends and patterns for early detection of problems. Analysis may include researching potential problem solutions using various resources such as Heat ticket database, Internet user forums, and vendor databases.
Assigns Service Desk Technicians or Analysts to onsite visits ensuring adequate coverage to address customer issues.
Monitors and recommends adjustments to scheduling and reallocation of service desk staff to accommodate breaks, lunches, meetings, training as required to ensure appropriate staff coverage to meet required service levels.
Reviews and analyzes service desk tickets to identify possible cause and effect relationships between multiple issues and/or hardware/software configurations. Develops and reports recommendations based on findings.
Reviews, diagnoses and resolves client hardware and software issues, updates service desk ticket with the resolution.
Responsible to ensure that all service desk tickets are appropriately classified, prioritized and thoroughly documented with detailed, accurate and complete information.
Assigns service desk tickets to the most appropriate support area or resource for resolution.
Monitors ACD queues to ensure adequate staffing levels are maintained throughout business service hours to ensure to meet required service levels.
Monitors IS mailboxes (Service Desk voicemail, CS Primary, Heat BPAM) to ensure all customer requests contain accurate and complete information and are addressed in a timely manner.
Responsible for monitoring and reporting on service desk activities on a weekly/monthly basis. Provides statistical service desk reports as required.
Acts as liaison with customers and Supervisors to communicate any problems, issues, or concerns about current service desk practices in order to remedy any inefficiencies.
May be required to log into ACD queue and responds to calls during high call load or low staffing periods.
As backup to the Supervisor, Service Desk, may be required to schedule and assign work to Service Desk staff to maintain required service levels based on priorities and severity.
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.
Works 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.
Performs 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. Ability to work in a high stress environment managing numerous concurrent activities.
4. Experience supporting and troubleshooting basic client hardware and software products including Windows 10, 2016 and Microsoft Office suite.
5. Experience extracting information, identifying and troubleshooting problems.
6. Experience maintaining client relationships and delivering to established service levels.
7. Knowledge and experience navigation vendor knowledge bases including Microsoft and Oracle.
8. Thorough understanding of IT policies and procedures.
9. Knowledge of the City’s business divisions and technology.
10. Working knowledge of networking systems (DNS, WINS, Active Directory).
11. Working knowledge of email technologies such as Microsoft Outlook.
12. Proven analytical and problem-solving abilities.
13. Ability to make sound and logical judgments.
14. Strong interpersonal, written, and oral communication skills.
15. Strong customer service orientation.
16. Must possess a Class G Drivers’ Licence.
This Competition may include an interview and/assessment as part of the selection process.
Job Descriptions are available on My HR Info - You may access them by logging onto My HR Info – Main Menu – Self Service – Job Opportunities – City Job Descriptions . Job descriptions are available in PDF format and are organized by department and alphabetically by title.
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.