Clerk B – Service Desk Representative (Temporary) – City of Winnipeg – Winnipeg, MB

Under the general supervision of the Operations Coordinator, the Service Desk Representative performs duties in support of the Service Desk.

As the Clerk B – Service Desk Representative you will:

  • Fulfills the IS Service Desk function during prime shift hours by providing first line support to I.T. users.
  • Develops and initiates Operational References for Service Desk first line resolution
  • Receives I.T. service requests and service restorations via phone, email, or web form as the first-line Customer liaison.
  • Records and tracks I.T. service requests and service restorations within the BMC Remedy application.
  • Keeps customers informed on request status and progress.
  • Makes an initial assessment of I.T. service requests and service restorations, attempts to resolve them or refer them to second level support.
  • Monitors and escalates I.T. service requests and service restorations relative to the defined Service Level targets.
  • Manages the request life-cycle, including incorrect assignments, ticket closure and verification when required.
  • Communicates and tracks planned, unplanned, and elevated risk events to Customers.
  • Provides 24×7 on-call support for off-prime supported applications.
  • Provides recommendations for service management process improvements.
  • May be required to take courses pertaining to development
  • Performs other duties, pertaining to the Operations environment, as assigned by the Operations Coordinator

Your education and qualifications include:

  • Grade 12 High School Diploma or equivalent GED, supplemented by a Post-Secondary Certificate in Business and/or Office Procedures, or an equivalent combination of education and experience.
  • Experience working in a customer service oriented environment
  • Experience working in an I.T. Service Desk or Help Desk environment.
  • Experience with Microsoft Office (Word, Excel, Outlook).
  • Experience working with confidential information with tact and diplomacy.
  • Experience in prioritizing tasks among many competing requests to meet deadlines.
  • Experience interpreting and explain complex processes and procedures.
  • Experience documenting and improving processes and procedures
  • Strong interpersonal skills with the ability to work in a team environment and develop strong working relationships with colleagues.
  • Understanding of Operating Systems, Applications and Networking technologies.
  • Understanding of service management processes in accordance with the Information Technology Infrastructure Library (ITIL) framework would be an asset
  • Experience using the BMC Remedy Application would be an asset.
  • Strong written communication skills.
  • Strong verbal communication skills.

Conditions of employment:

  • The successful applicant must maintain legal eligibility to work in Canada. If the successful applicant possesses a work permit, it is their responsibility to ensure the permit remains valid.
  • A Police Information Check satisfactory to the employer will be required from the successful candidate, at their expense. To obtain Police Information Search information please visit: www.winnipeg.ca/police.
  • Ability to work 24×7 on a rotational basis.

CORE COMPETENCIES for ALL EMPLOYEES OF THE CITY OF WINNIPEG:

  • Citizen & Customer Focus
  • Respecting Diversity
  • Ethics and Values
  • Integrity and Trust
  • Results Oriented

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