Service Desk Analysts – Public Sector

Job Description

• Work Remotely
• Contract
• $27.00 / HR to start

SUMMARY

IT Service Desk seeks an individual to provide front-line end user technical support services to clients and act as the single point of contact for the Ontario Government.

You will leverage your expert knowledge of desktops / networks / telecommunications and related hardware, Microsoft OS Platforms, Office 365 Suite and other desktop productivity and diagnostic software packages, iOS / Android mobile IT devices, and Active Directory.

You will enhance your analytical / problem solving skills, your organization / prioritization skills working in a high-pressure environment with a focus on your customer service skills, IT knowledge, interpersonal and oral / written English communication skills.

SKILLS & QUALIFICATIONS

• Analytical and problem-solving skills to identify and assess client system problems resulting from equipment failures, operating system configurations and application errors.
• Expertise in recommending and implementing effective software solutions and optimizing computer and application usage.
• Ability to plan, organize and prioritize tasks in a high-pressure environment.
• Proficient in both written and oral English communication skills
• Effective time management skills
• Strong customer service and client interaction skills
• Experienced with de-escalation methods
• Ability to work independently and autonomously while maintaining a high first point resolution.
• Prior experience in a service desk or contact centre environment.

RESPONSIBILITIES

• Diagnose and identifying and respond to technical and business-related issues, service requests, and client inquiries.
• Ability to resolve client requests at first point of contact or dispatch to next level of support according to proper procedures.
• Receive incoming communications and requests by telephone, email, LiveChat, from clients requesting assistance regarding various IT products, programs, service offerings.
• Troubleshoot existing issues within a ticket to determine root cause and take the necessary resolution steps or escalate as required.
• Provide assistance to users by recommending the most effective utilization of computers, standard software packages and their applications and related equipment (workstation and LAN)
• Classify and categorize incidents; prioritize problems to ensure timely resolution either through first tier support or assignment to Tier 2 or Tier 3 through the established escalation system.

KNOWLEDGE

• Strong knowledge of all Microsoft OS Platforms, (primarily Windows 10 and 11) Microsoft Office 365 Suite, Desktop Hardware troubleshooting, iOS and Android mobile phone troubleshooting, VPN, OneDrive, and Adobe Suite
• Knowledge of LAN / WAN and telecommunications, desktop networks (e.g. Wifi) and related hardware (e.g. Intel-based PC's, network adapters, printers and plotters) to install and configure new computer hardware and software, prepare service and maintenance documentation, develop and test desktop software components to meet client needs, prepare information materials for clients on computer equipment utilization, analyze problems and conduct minor repairs to ensure desktop and notebook systems are operating in accordance with service level agreements.
• Experience using structured troubleshooting techniques to diagnose user / account / client system hardware and software problems.
• Ability to recommend / initiate solutions using diagnostic hardware and software applications and techniques and recommend the most effective utilization of computers and software applications.
• Experience in installing and configure new computer hardware and software, and develop and test desktop software components.

WORKING ARRANGEMENT

Candidates who demonstrate a client-centered approach and reliability in fulfilling their scheduled shifts will carry out this assignment entirely from their home offices.

WORKING HOURS

Successful candidates will have the flexibility to work either part time hours (at least 20 daytime hours per week Monday to Friday) up to full time hours (36.

25 paid hours with 45 minutes of daily unpaid break-time) with optional additional hours available depending on the business need.

The environment is a 24 / 7 / 365 one and you maybe required to work nights and weekends. Candidates interested in Part time should note that they will have to be available for multiple full week periods during normal business hours to receive the required training.

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