Competition # : 38211
Department: Service Nova Scotia and Internal Services
Location: HALIFAX
Type of Employment: Temporary
Union Status: NSGEU - NSPG
Closing Date: \xe2\x80\x8b3/15/2023\xe2\x80\x8b (Applications are accepted until 11:59 PM Atlantic Time)
About Us
Tell us your story. Don\'t go unnoticed. Explain why you\'re a winning candidate. Think "Nova Scotia Digital Service" if you crave meaningful work and want to create change like we do.
The Nova Scotia Digital Service of the Department of Service Nova Scotia and Internal Services is a leader in client focused service delivery. This branch is responsible for all NS Government departments, agencies, boards and commissions\' technology services and support as well as supporting Nova Scotia Health (NSH) and the Sir Izaak Walton Killam Health Center (IWK).
The scale and scope of what Nova Scotia Digital Service does may surprise you. The rapid pace of change makes it a business imperative for us to be smart and open-minded in the way we think about technology. The Province\'s technology and business teams become more intertwined as new opportunities present themselves.
About Our Opportunity
As a Technical Analyst, you would provide IT support in a continuous operational environment for critical services within the shared services mandate of the Department of Service Nova Scotia and Internal Services. You will provide support to government departments, boards, agencies commissions and offices, as well as NSH and the IWK.
You may be the first point of contact for clients and represent the front face of the organization. You will be required to deal with clients of various personalities and levels of IT knowledge in determining the root cause of their problem before initiating a plan of resolution. You must have the ability to use common, non-technical language when necessary. You play a key role in supporting the core Information Technology Infrastructure Library (ITIL) Service Support processes to ensure consistent level of services.
Other Responsibilities of a Technical Analyst:
Exhibit strong client service skills and provide a timely and efficient service within established standards.
Ensure the client is well-informed of the necessary steps to resolve their issues and maintain a professional and positive attitude when interacting with clients and coworkers.
Gain knowledge of the importance of your client\'s priorities, possible causes of the issue, know who to ask for assistance, and the affect it has on the client/public when their IT services are not working.
Know what level of service should be provided and communicate that to the client, as this will result in the individual feeling that they have been treated with professionalism, respect, and confidence.
Provide remote/onsite Tier 1 and Tier 2 support including desktop hardware, software, and printers
Record and document hardware/software problems, system crashes, actions and solutions
Follow established procedures to record knowledge articles and share knowledge with co-workers.
Participate in projects and initiatives as part of a project team within the work unit, and complete tasks as assigned by the manager, project manager, or supervisor/coordinator to ensure an efficient and effective implementation.
Primary Accountabilities
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