Information Systems Programmer - Service Desk Analyst

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 the Service 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 the Incident Analysis, Problem Management and Change 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:

• University Degree in Computer Science (or related field), or College Diploma in Business Information Technology (or related field) with demonstrated equivalent amount of experience.
• Minimum 3 years progressive, significant and related experience in Service Desk operations responding to computer software and hardware related issues, incidents and service requests within the last 5 years
• Minimum 2 years progressive, significant and related experience in providing computer systems and/or application support within the last 5 years
• Demonstrated intermediate level proficiency in Microsoft Word, Excel, Outlook, and Web Browser applications
• Technology skills in both computer hardware and software including current versions of Microsoft Windows
• Ability to learn the use of Service Desk-related and client device configuration…