Service Desk Analyst 2
- 59,888.92 - 70,071.82 annually
- City Of Ottawa
The Service Desk Analyst 2 logs, diagnoses and resolves hardware, software and communications problems for city computer users. In addition, the Service Desk Analyst 2 also handles network NT admin, hardware set-up and installation, plus makes site visits to resolve more complex client issues.
The Service Desk Analyst 2 is responsible for four distinct work functions:
Staff who are assigned to telephone support
Staff who are assigned to site support
Staff who perform NT Administration functions
Staff to set-up and install hardware at client locations
Education & Experience
Three (3) year university or community college graduate in computer science or related discipline
Minimum of three (3) years of microcomputer related experience
*Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic requirements.
Language, Certificates & Licenses
A valid Ontario unrestricted "G" class driver’s license (or provincial equivalent) with no more than 6 demerit points accumulated.
English oral, reading, writing required
IT Service Management systems (i.e. Marval)
Network Management tools (i.e. HP Openview, MS-SMS)
MS Office Suites
Active Directory Services
Windows 2000 and Windows XP environments
PC hardware components, as well as familiarity with modems, printers and other peripherals.
Installation and configuration of desktop applications
Troubleshooting desktop application
Knowledge of applicable health and safety legislation, including the rights and duties of workers.
Competencies & Skills
Analyze and correctly diagnose complex variety of hardware, communications and software problems; determine causes and develop and effect solutions
Develop and implement new methods to respond to calls and recurring problems
Work well within a team; offer guidance and support to co-workers
Work independently and with others to solve problems
Consult one on one with users, analyze their needs and recommend solutions
Able to articulate difficult concepts to all levels of users; provide one to one instruction to users on how to operate systems and or software applications
Manage multiple tasks at the same time; prioritize responsibilities and work under pressure