Information Systems Programmer I - Service Desk Analyst

Job Profile

Under the general direction of the IT Manager – Operations, the Service Desk Analyst (SDA) provides Incident and Problem Management services within the support model provided within the ITSD Service Portfolio. Responsibilities include basic to intermediate levels of support for WPS members and other authorized personnel seeking assistance on WPS-related systems, applications, infrastructure and computer environment by delivering technical support services and / or escalating tasks to other specific technical staff as required. The SDA investigates and collects information,coordinates resolutions and performs recovery actions for assigned Incidents and Problems.

The SDA performs Incident and Service Request Management tasks including detection and recording, prioritization, classification, investigation and diagnosis, incident closure, incident ownership, monitoring, tracking and communication, and, where possible, resolution and recovery of IT-related WPS incidents and events involving WPS members and configuration items (hardware and software).

As a member of the ITSD team, the SDA performs Problem and Configuration Management tasks providing operational solutions to meet business needs. Further, as required, the SDA assists with the Problem Management process with prioritization, investigation and diagnosis, creating and documenting workarounds and Known Error records.

Working with theService Desk, the SDA provides support and assistance to ITSD Configuration, Incident and Problem Management processes including regular maintenance of the Configuration Management Database (CMDB). Other responsibilities include maintaining the assigned content of ITSD support documentation, and keeping inventory of WPS computer-based assets as assigned. This position will act as a back-up to the Service Desk Technician, participating in front-line support as resource limitiations require.

In order to fulfill WPS technology acquisition requirements, the SDA will participate in the purchasing process for client system based equipment, tools and software that are predetermined by technical staff within ITSD or Communication Systems Branch and follow approval processes as established.

As a Service Desk Analyst  you will :

• Analyze and respond, up to a second level of technical support, to IT events that are captured at the Service Desk or through monitoring. These may include Requests for Service from members and authorized associates, Incidents involving ITSD-governed or monitored systems and all other IT Events within the ITSD Service Portfolio as they are encountered.
• Perform identification, logging, and categorization of WPS systems-related problems, changes and undocumented support. Assist with the prioritization, investigation and diagnosis, creating and documenting existing processes and procedures that are going through theIncident Analysis, Problem Management andChange Management processes.
• Ensure high quality of IT asset records, documentation and communication of activities which revolve around the Service Desk in line with guidelines provided and within the scope established by the supervisor.
• Execute purchasing activities on approved items as determined by the supervisor.
• Perform Service Desk and ITSD operational and project tasks as required.

Your education and qualifications include :

If you are not submitting proof of Grade 12 completed within Canada, we require you to submit proof of a full-time, two-year post-secondary program completed in Canada.

Minimum requirements :

Conditions of Employment :

Winnipeg Police Service Competencies :