Service Desk Analyst

Employment Type: Permanent Full Time

# of Open Positions: 2

Hours per week and Schedule of Work (Hours and Schedule of work are subject to change in accordance with Article 19): 35 hours per week.

The ITS Service Desk Analyst, acts as a first point of contact for IT-related technical services and requests for the Toronto Public Library (TPL) staff. The Service Desk Analyst will be responsible for staff inquiries, diagnosing and resolving IT technical & procedural issues, as well as escalating complex problems to appropriate teams. The analyst will provide excellent customer service, maintain accurate documentation, and contribute to continuous improvement of IT processes.

This role requires strong technical skills, problem-solving abilities, and a commitment to delivering professional, timely and effective technical support services to ensure the smooth operation of TPL IT systems and staff satisfaction.

Under the general direction of the designated Lead, and working within a team structure, this position is responsible for:

• Provide incident management support and troubleshooting for all TPL staff and public technologies including but not limited to PCs, laptops, printers, mobile devices, software, telephony, etc.
• Respond to telephone calls, e-mails, and other requests for technical support as per predefined Service Level Agreements (SLAs) and pre-established procedures.
• Focus on customer service and demonstrate courteous and professional behavior with objective of high first call resolution
• Manage and prioritize multiple tickets and tasks in a fast-paced environment ensuring tickets are accurately updated and current
• Proactively follow-up on open issues to ensure a satisfactory and timely resolution is achieved as defined in SLAs.
• Apply judgement and elevate issues to appropriate teams, subject matter experts, vendors, and managers.
• Provide troubleshooting for various types of service requests, incidents, and problems.
• Contribute to Enterprise and Divisional projects to ensure they are completed in a timely manner and to the satisfaction of stakeholders.
• Assist in the remediation efforts of identified vulnerabilities.
• Evaluate, recommend, and implement process improvement towards IT maturity, automation, and technical solutions based on troubleshooting efforts.
• Maintain and update inventory for IT equipment, including parts for break/fix support.
• Participate in knowledge sharing through the creation of troubleshooting articles and training documentation for the Service Desk knowledge base and staff cross training, as well as documentation for TPL staff
• Create training documentation for technologies supported by the ITS Service Desk team
• Willingness to bring forward ideas for process improvements and continued IT maturity
• Participate in regular team, project, business, and committee meetings.
• Perform other duties as assigned.
• Must be available to work rotating schedules which include evenings, some weekends, and holidays. Some travel to GTA branches might be required.

• Up to two (2) years post-secondary education in the field of Information Technology
• Minimum of 2 (two) years related work experience or an equivalent combination of education, training, and experience.
• Microsoft, ITIL, or other industry certifications considered an asset.
• A self-starter, passionate for IT, with exceptional customer service skills
• Proven analytical and problem-solving skills
• Exceptional communication and interpersonal skills, willingness to share ideas with the team
• Able to effectively communicate technical concepts to non-technical people
• Experience in the installation, configuration, and troubleshooting of computer hardware, network enabled multifunction printers, audio / visual equipment, telephony, mobile devices, various software products, etc.
• Experience in the setup and troubleshooting of Windows, MacOS, and mobile device operating systems.
• Experience with client-side applications and software support such as Microsoft 365 Apps for Enterprise/Education, design software (i.e., Autodesk and Adobe), various collaboration solutions such as MS Teams app and Room Systems.
• Experience with investigating and…