Job Description

JOB INFORMATION
Requisition ID: 7281
Number of Vacancies: 1 - Temporary till October 27th, 2024
Department: Information Technology Services (20000014) - IT Customer Services (30000037)
Salary Information: $70,928.00 - $88,587.20
Pay Scale Group: 06SA
Employment Type: Regular
Weekly Hours: 40, Off Days: Saturday, Sunday Shift: Day
Posted On: February 27, 2023
Last Day to Apply: March 5, 2023
Reports to: Senior Service Desk Analyst


The Toronto Transit Commission (TTC) is North America\'s third largest transit system and has been recognized as one of the top places to work in the GTA. Guided by a forward-thinking strategic plan, the TTC\'s vision is to be a transit system that makes Toronto proud. The TTC\'s recruitment efforts are directly aligned to its mission of providing "a reliable, efficient, and integrated bus, streetcar and subway system that draws its high standards of customer care from our rich traditions of safety, service and courtesy."

General Accountability

Reporting to the Supervisor \xe2\x80\x93 ITS Service Desk, the incumbent is responsible for providing first line technical and hotline support for computer hardware and software. This includes incident identification, triage, tracking, resolution and potentially following up to ensure that service levels are maintained. In some cases the incumbent will also assist our users with inputting Service Requests. The incumbent strives to quickly diagnose and resolve technical disruptions in service and provide effective and timely responses to user inquiries per agreed service levels. Resolution will include the escalation of incidents to the appropriate sections in IT Services or to external vendors. Ensure any major disruptions t the organization are escalated to the appropriate support group(s) within IT Services and maintain open communications with the second level support throughout the life cycle of the incident. Reach out to our users to ensure the service has been restored.

Key Job Functions

The Service Desk Analyst is the single point of contact for all IT related issues for the organization when interacting with the IT Services Department and is responsible for handling incidents/problems and in some cases requests related to providing network access, application, and hardware support for the business. The incumbent is required to triage, resolve and/or appropriately escalate technical problems that arise if they cannot be resolved at first level support.
Duties include but are not limited to:

• Providing first level support to the organization remotely, through various channels including ticketing software, phone, chat, and social media;
• Diagnosing, providing a first level resolution, or escalating issues as required;
• Resolving technical disruptions in service in a timely manner.
• Escalating to second level if a solution is not provided and following up to achieve a quick solution
• Researching unknown errors reported to the Service Desk via Microsoft technical site and all other related sites;
• Coordinating problem resolution with the various groups in IT Services;
• Providing effective responses to all user inquiries;
• Monitoring and logging problem resolution progress and providing users with follow-up as per service level agreements;
• Providing confirmation follow-up before problems are closed;
• Analyzing and monitoring trends in equipment failure and escalating to the (IT) problem management section for permanent resolution;
• Developing and maintaining the Service Desk internal web site;
• Preparing system notifications to be sent out to users as required and sending updates as required;
• Preparing and maintaining detailed day-to-day documentation that pertains to Service Desk applications and procedures;
• Preparing Service Desk statistical reports using PC software as required for other IT Services personnel;
• Preparing, distributing and posting monthly Service Desk statistical reports;
• Recommending Service Desk procedure and method improvements where appropriate;
• Notifying external vendors when equipment service is required;
• Providing training to IT Service Desk Analyst on the Service Desk ticketing software; and escalation and process.
• Assisting the IT Business Relationship coordinator as required with service requests following up with users as required.
• Responsible for treating passengers and/or employees with respect and dignity and ensuring the needs of passengers or employees with disabilities are accommodated and/or addressed (within their area of responsibility) in accordance with the Ontario Human Rights Code and Related Orders so that they can fully benefit from the TTC as a service provider and an employer.
• Performs related duties as assigned.

Skills

Communicate in a variety of mediums
Use office technology, software and applications
Apply analytical skills
Plan and organize activities / projects to meet section and organizational goals
Demonstrate appropriate and effective interpersonal communications through various media

Education and Experience

• Post-secondary education in Information Technology combined with several years of directly related work experience in a Service Desk environment.
• Strong knowledge of the TTC\xe2\x80\x99s various applications and technical infrastructure.
• Must have some knowledge in MS Teams, MS Office Suite, One Drive, Two Factor Authentication, and Mainframe support, SAP and Windows 10 support
• Must have specific experience related to Service Desk practices and principles.
• Must possess a strong customer service focus, well-developed organizational, problem solving, analytical and conceptual skills
• Strong written and verbal communication skills to gather and interpret data.
• Must have or rapidly acquire a comprehensive knowledge of the Ontario Human Rights Code and Related Orders including disability accommodation and accessibility requirements pertaining to passengers and employees.

Additional Requirements

• Certifications including, but not limited to the following would be considered definite assets - Help Desk Institute \xe2\x80\x93SCA (Support Center Analyst Certification) or ITIL Essentials

The TTC is committed to upholding the values of equity, diversity, anti-racism and inclusion in the delivery of its services and in its workplaces. The TTC is committed to fostering a diverse workforce that is representative of the communities it serves at all levels of the organization, and supports an inclusive environment where diverse employee and community perspectives and experiences bring value to the organization. The TTC encourages applications from all applicants, including members of groups with historical and/or current barriers to equity, including but not limited to, Indigenous, Black and racialized groups, people with disabilities, women and people from the LGBTQ(IA+) community. The TTC values and supports an inclusive and barrier-free recruitment and selection process. Accommodations for applicants are available upon request throughout the recruitment and selection process, including for those who identify as having a disability. Please contact Talent Management at (416) 393-4570. Any information received related to an accommodation will be addressed confidentially.
The TTC\xe2\x80\x99s policy prohibits relatives of current TTC employees from being hired, assigned, transferred or promoted into positions, where there is a conflict of interest due to a relationship. Should you be selected for an interview, you will be required to disclose the name, relationship and position of any relative who is a current TTC employee.
We thank all applicants for their interest but advise only those selected for an interview will be contacted.