Technical Analyst (Computer Services Off 1(A)-(B)-2(A)-(C))

As the Service Desk analyst, you provide front-line IT support in a 24/7 operational environment for critical services. You provide support to government departments, boards, agencies commissions and offices as well as Nova Scotia Health and the Sir Izaak Walton Killam Health Center (IWK).

As the Service Desk Analyst, you are often the first point of contact for clients and you represent the front face of the organization. You collaborate with diverse clients and assist in determining the root cause of the technical problem before initiating a plan of resolution. This position plays a key role in supporting the core Information Technology Infrastructure Library (ITIL) Service Support processes to ensure a consistent level of services. In this position, you report to the Manager of End User Services.

Primary Accountabilities

  • Exhibit strong client service skills and provide timely and efficient service within established standards.
  • Ensure the client is well informed of the necessary steps to resolve their issues, and maintaining a professional, and positive attitude when interacting with clients and coworkers.
  • Gain knowledge of the importance of your client’s priorities, possible causes of the issue, knowing who to ask for assistance and the effect it has on the client/public, if not working.
  • Know to Identify what level of service should be provided and communicate that to the client as this will result in the individual feeling that they have been treated with professionalism, respect, and confidence at the Service Desk.
  • Provide remote Tier 1 and Tier 2 support – Troubleshooting and repairing desktop computer hardware, software, mobile device services, and account administration services via incoming phone calls, emails, or web forms using remote tools, verbal/written instructions, and utilities to ensure timely resolution of client’s IT issues.
  • Record and document hardware/software problems, system crashes, actions and solutions.
  • Follow established procedures to record knowledge articles and share knowledge with co-workers.
  • Remotely install, test and upgrade software using the standard configuration manager application to ensure the software is current, registered and efficiently deployed for the client.
  • Participate in projects and initiatives as part of a project team within the work unit, and complete tasks as assigned by the manager, project manager, or supervisor to ensure an efficient and effective implementation.

Qualifications and Experience

To be successful in this role, you hold a bachelor’s degree in Computer Science or you have graduated from a recognized Information Technology program.

In addition, you hold at least one year of experience providing efficient IT Tier 1-2 Service Desk support in a client-focused environment. The following skills are also critical:

  • Capacity to manage various tasks while maintaining deadlines under pressure and strong attention to detail.
  • Continued knowledge of new and emerging technologies.
  • Knowledge of desktop hardware, software, Windows desktop OS (7 and above), and Microsoft technologies such as Office Suite, Outlook, Teams, Skype For Business.
  • Experienced working with support tools such as remote PC management, antivirus, and incident management tools to resolve customer requests in a timely fashion.
  • Demonstrate prioritization skills, sound judgment, excellent communication (verbal and written) and interpersonal skills.
  • The ability to work well in a dynamic team environment where innovative thinking and excellent client service are part of the culture.
  • The ability to use common, non-technical language when necessary.

The following qualifications are considered assets:

  • A Foundations certificate in Information Technology Infrastructure Library (ITIL).
  • Knowledge of Government of Nova Scotia hardware and software standards established IT policies and procedures.

We will assess the above qualifications and competencies using one or more of the following tools: written examination, standardized tests, oral presentations, interview(s), and reference checks.