Service Desk Analyst

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The Salvation Army - Information Technology Department
Published
February 23, 2018
Location
Job Type
Salary
$35,000 - $40,000
Competition #
18-014
Interested applicants must respond in writing to
thq_careers@can.salvationarmy.org
Closing date
February 26, 2018

Description

COMPANY OVERVIEW

The Salvation Army is an international Christian church. Its message is based on the Bible; its ministry is motivated by love for God and the needs of humanity. The Salvation Army exists to share the love of Jesus Christ, meet human needs and be a transforming influence in the communities of our world.

JOB OVERVIEW

The Service Desk Analyst is the first point of contact for users. They work directly with users to diagnose computer issues and record the information in the ITSM (Information Technology Information Management) system.

Responsibilities

KEY RESPONSIBILITIES

  • Record and classify received Incidents and undertake an immediate effort to restore a failed IT service as quickly as possible.
  • Log all Incident/Service request details, allocating categorization and prioritization codes.
  • Provide first-line investigation and diagnosis of all Incidents and Service Requests.
  • Assign unresolved Incidents to appropriate Tier 2 group.
  • Escalate Major Incidents to the Manager, Service Desk.
  • Notify the Manager, Service Desk where a problem becomes "common" and a knowledge base article does not exist
  • Works in direct contact with the ITSM Administrator for guidance in routine assignment and reporting of calls.

Service Desk Calls:

  • Receive calls from users requesting information or assistance in solving problems with hardware, software, or applications.
  • Monitors tickets until the incident is resolved.
  • Reports difficulties to the Manager, Service Desk.
  • Records information into tickets and performs problem analysis (see below).

Problem Analysis:

  • Using the symptoms provided by the user, the Analyst determines who to refer problem to
  • The Analyst may seek help from other department staff to increase their knowledge of the area of the problem, ensuring they understand and can utilize the knowledge.
  • The Analyst assists the user to perform remedial actions.
  • The Analyst advises other departmental groups regarding potential problem resolution or operational bottlenecks.

Problems Database:

  • The Analyst, through their work on user problems and discussions with co-workers, identifies common problems and appropriate solutions.
  • The Analyst prepares a coherent description of the problem and the solution. The Analyst then enters the description into the knowledge base database.
  • The Analyst is responsible for ensuring that they are aware of and understand all items in the knowledge base database.

Qualifications

ROLE COMPETENCIES

 Language Skills

Must be able to:

  • Read, write, and communicate clearly in English.
  • Advance problems solving skills
  • Show initiative and apply creativity when dealing with issues
  • Read, analyze, and interpret technical procedures.
  • Prepare written reports and present information in a clear manner both written and orally.
  • Communication abilities in French considered an asset.

Reasoning Ability

Must be able to:

  • Define problems, collect data, establish facts, and draw valid conclusions.
  • Solve practical problems and deal with a variety of concrete variables.
  • Interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
  • Interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Work Traits

Must be able to:

  • Work in a demanding team oriented environment.
  • Display empathy for people with problems and can tactfully deal and communicate with end users.
  • Act conscientiously and reliably with a strong commitment to customer satisfaction and problem resolution.

Specific Skills:

  • Ability to continuously learn and utilize new technologies.
  • Ability to work under stress for extended periods of time.
  • Good working knowledge of Microsoft Windows and Microsoft Office (Word, Excel, Power Point, and Publisher) is essential.
  • An understanding of ITIL principles is desirable.
  • Working knowledge of Lotus Notes and PC hardware is desirable.

 

EDUCATION and EXPERIENCE

  • Certificate from an accredited program preferably in an applied computer related area
  • Three to six months related experience; or equivalent combination of education and experience.

 

Please include the competition # 18-014 in the subject line of your email.

Interested applicants must respond in writing with a cover letter and resume.

We thank all applicants, however, only those candidates to be interviewed will be contacted.

The Salvation Army will accommodate candidates as required under applicable human rights legislation. If you require a disability-related accommodation during this process, please inform us of your requirements.

Internal Applicants, please advise Department Heads of your intentions prior to submitting your application.

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