Job Description

Mission

Each student, in keeping with their individual abilities and gifts, will complete high school with a foundation of learning necessary to thrive in life, work and continued learning. Values Students come first. Learning is our central purpose. Public education serves the common good. Culture The CBE strives to create a dynamic, diverse, and collaborative culture. We value diversity and welcome applications from all qualified individuals.

Competition Info

Competition Close Date: Monday, August 22, 2022 at 11:59pm Calendar: 12 Month Salary: Staff Association Grade G, $34.64 - $43.90 /hour FTE: 1.0, 35 hours/week

Position Description

Purpose The purpose of this job is to facilitate the Service Desk front line staff to provide services that enable end users to resolve incidents and ensure service requests are fulfilled as quickly and efficiently as possible. This job is responsible for enablement of the Service Desk Analysts at the Service Desk. This job is accountable for analyzing and resolving escalations from Service Desk Analysts according to priorities and assisting in these tasks. The job provides domain expertise specific to a set of services provided by the Service Desk and assists with knowledge transfer and supporting the Knowledge Management process. Accountability This position is accountable for providing analysis, assistance and training as appropriate. This position is also accountable for staying abreast of current service definitions and knowledge management to deliver the best possible support in their assigned area for Service Desk Analysts. Major responsibilities

• Provides day-to-day training, guidance and orientation of Service Desk Analysts, temporary employees and Work Experience/Work Practicum students at the Service Desk. Works closely with staff at the Service Desk to facilitate an increased understanding of procedures, CBE systems, and best practice troubleshooting.
• Resolves non-typical and more complex Service Desk issues and follows up with appropriate parties. Serves as an internal escalation point for Service Desk staff. Assists Service Desk Analysts in the resolution of problems by providing direction and instruction. Serves as a liaison with Service Owners and other departments as required.  Provides training and updates to Service Desk staff on new systems and changes to current procedures. With the assistance of the Service Delivery Lead, assists in developing standard procedures and adjusts current procedures as required.
• Collects system updates specific to their assigned domain area and delivers to the Service Desk Staff while also supporting the Knowledge Management process. Acts as a primary contact point for day to day Service Owner’s interaction with the Service Desk. Supports initial Service Desk understanding and input to new services and processes.
• Provides basic administrative services for the Service Desk platform. This includes creation of new accounts, maintenance of existing accounts, alert file updates, running weekly reports and assisting staff in the proper use of the Service Desk platform.
• Supports knowledge management processes for Service Desk related procedures, documentation as well as problem resolution. Continually updates the knowledge repository through this process with changes and additions as appropriate. Reviews Service Unit for accuracy and continued relevance.
• Serves as a primary web author and content administrator for the Service Desk support section of the CBE internal portal (Insite). Posts accurate and up-to date information to intranet site.
• Drafts and updates system notifications regarding technology changes. Works with other departments to determine impact of change and notification required. Follows Service Desk procedures to ensure communications are accurate, timely, appropriately authorized and worded. Makes suggestions as to audience and communication strategy to best achieve the goals and purpose of the communication.
• Serves as a point of escalation for any problems in support services to CBE staff for services provided by the Service Desk. Ensures the user is up to full productivity as quickly and efficiently as possible. Works through incident classification by front line agents to take appropriate action required for resolution. Uses workstation/network troubleshooting, monitoring, tuning and analyzer tools for both hardware and software problems. Provides the user with accurate information, advice and recommendations regarding incident resolution in order to enhance business procedures and practices.
• Based on Domain assignment, which will shift, resets corporate, local-area network and/or application passwords, ensuring adherence to security practices. Receives requests regarding space quota, determines needs and makes adjustments as necessary. Receives requests regarding data repository on centralized servers.
• Investigates problem for root causes, tests and implements solutions and escalates the matter if required. Responsible for recording, tracking, and resolution of problems. Takes necessary steps to prevent problems from reoccurring.
• Maintains knowledge of security practices and checks for proper security practices and/or security breaches. Reports security incidents immediately to Supervisor.
• Contributes to the development of standards change management and disaster recovery to provide input on customer impact and to collect information about upcoming changes. May participate in change management meetings with the goal of ensuring all new and updated systems encounter as few problems as possible.
• Watches for trends that indicate potential problem areas to ensure those problem areas do not occur.
• Provides input to the Service Delivery Lead regarding user training requirements. Tests training modules and documentation.
• Attends seminars and meetings to provide and share in Service Desk associated services and their processes. Maintains up-to-date skills in supported service areas and technology.
• Performs other related responsibilities as assigned to meet the purpose and accountabilities of the role.

Qualifications Education and Experience

• Two year equivalent post-secondary diploma in the field of computer technology and three years related experience providing front line support.
• An equivalent combination of directly related post-secondary education and directly related experience may be considered.

Demonstrated Skills and Competencies

• Demonstrated success providing remote support using tact and diplomacy with a strong customer service orientation.
• Demonstrated ability to function effectively in an atmosphere of constantly changing priorities with time/pressure commitments and very demanding client base.
• Demonstrated highly effective interpersonal skills as well as listening, verbal and written communication skills.
• Ability to interact with users in a polite and professional manner.
• Ability to listen effectively to customers and co-workers and convey ideas effectively.
• Demonstrated time management and organizational skills.  The ability to work effectively in a team-based environment is required.
• Strong analytical and diagnostic skills.
• The ability to remain focused on the mission of the organization and act as a support for Service Desk Analysts.
• Ability to identify, problem solve and resolve problems quickly and effectively in a Service Desk (remote support using a variety of technical tools) and customer service environment.
• Ability to take initiative to make improvements.
• Ability to learn technical product information quickly and accurately.
• Personal suitability.

Conditions of Employment

Police Information Clearance: Applicants new to the Calgary Board of Education WHO ARE OFFERED EMPLOYMENT must complete and pass a police information clearance before employment is confirmed.

Be Part of Our Success

Are you looking for an opportunity to join a team where your contribution makes a positive impact on the lives and learning of more than 125,000 CBE students? The Calgary Board of Education is looking for exceptional professionals to join our team. Our employees are highly valued and recognized, a career with the CBE offers incredible opportunities, rewards and supports.
We thank all candidates for their interest in this position however only those selected for an interview will be contacted.