Job Description

Under the supervision of the Manager of Innovation & Technology Division, the Admin/Service Desk Representative is responsible for providing general clerical support for the IT Division including scheduling and prioritizing meetings, teleconferences, maintaining calendars, preparing meeting documentation and inventory management for office supplies and equipment. The position will track and report on departmental hardware lifecycle in accordance with established policies and timelines. The position is responsible for first level support to end users and acts as a first line customer liaison for the Department. This position will record and resolve requests/issues on behalf of the Division while keeping the customer informed of the status and/or progress of their request/issue. As the Admin Service Desk Representative - Clerk B you will:

• Provide clerical and administrative support to the IT Division.
• Administer departmental hardware and software in accordance with established guidelines related to the lifecycle of the equipment.
• Fulfill the Information Technology Service Desk function by providing first line support to end users.

• High school graduation or equivalent.

• ITIL Foundations Certificate would be an asset.

• Experience providing clerical/administrative support.

• Experience operating a personal computer in a Windows environment.

• Demonstrated ability at an intermediate level to use Microsoft Office programs (i.e. Outlook, Word, Excel, Access).

• Knowledge of operating systems, software applications and networking technologies.

• Knowledge of ITIL processes/functions including problem/incident management, service desk, change management, configuration management and Service Level Management would be an asset.

• Working knowledge of IT ticket systems and asset management systems, Remedy Action Request and Lansweeper would be an asset.

• Demonstrated ability to follow complex CMS Service Desk procedures.

• Excellent organizational skills and demonstrated ability to prioritize tasks among many competing requests and meet deadlines.

• Demonstrated ability to multitask.

• Demonstrated ability to maintain accurate, precise records and files.

• Demonstrated ability to provide outstanding customer service.

• Ability to work cooperatively and productively in teams

• Demonstrated ability to work under minimum supervision.

• Demonstrated ability to communicate effectively, both orally and in writing.

• Ability to exercise sound judgment.

• Demonstrated ability to establish and maintain positive working relationships with employees at all levels of the organization, and external contacts, in accordance with the Respectful Workplace policy.

• Demonstrated ability to type accurately at 40 w.p.m. net.

• 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(s), at their expense. To obtain a Police Information Check please visit www.winnipeg.ca/police .

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