Job Title: Service Desk Analyst 2
Company: City of Toronto
Location: 100 Queen St. W, Toronto, ON
Job Type: Full-time, Temporary Vacancy (6 months)
Hourly Rate: $39.14 – $42.88, Wage Grade 11

Full job description:
The Service Desk Analyst 2 at the City of Toronto, reporting to the Supervisor, Technology Service Desk, will be responsible for providing front-line technical support and customer service to users across the enterprise for all Information and Technology incidents and service requests related to corporate and divisional hardware and software. This position may involve occasional travel to off-site locations.

Responsibilities:

• Perform first-level enterprise-wide support of Information Technology infrastructure, including incidents and service requests for all hardware and software.
• Provide client support to all City Staff and strive for first-call resolution where possible.
• Log, track, and resolve incidents and service requests.
• Perform enterprise-wide account administration for password resets and other user account management tasks.
• Respond to user inquiries, investigate and analyze problems, and develop solutions and/or action plans.
• Liaise with Tier 2/3 support service delivery units to resolve problems effectively.
• Utilize remote control tools and monitoring/diagnostic tools to assist with incident resolution.
• Assist in reviewing operational standards, procedures, and processes, and recommend changes.
• Participate in team projects and make recommendations to enhance information technology support.
• Contribute to procedures and articles in a knowledge base to support service delivery.

Key Qualifications:

• Post-secondary education in Computer Science, a related discipline, or equivalent combination of education and/or related experience.
• Extensive experience diagnosing and solving computer-related problems in a large, diverse computing environment.
• Extensive experience with various software and tools including Windows 10, MS Office 365, Novell Netware, ITIL/ITSM, RSA Secure ID Administration, Active Directory, Cisco Webex Collaboration, Cyber Security incidents, and MDM.
• Experience providing telephone support in a client support function.
• Familiarity with information technology concepts, hardware platforms, office tools, networking, and IT infrastructures.
• Strong customer service, analytical, problem-solving, and interpersonal skills.
• Ability to communicate effectively with users in both business and technical terms.
• Ability to work effectively in a high-volume, high-stress environment.

Equity, Diversity, and Inclusion:
The City of Toronto is committed to creating a workplace culture of inclusiveness that reflects the diverse residents they serve. They are dedicated to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Accommodations for applicants with disabilities are available upon request.