Job Summary (external):
The Service Desk Specialist is responsible for providing technical support of the WCB’s personal computing, telephony, and networking applications, services and technologies. They provide service to internal staff of the WCB and customers accessing WCB online applications within the Service Desk unit's scope of work.
Job Duties:
Service Operation
Incident Management - First Level Support
- Incident acceptance, recording, and classification in the incident recording application, and resolution.
- Incident escalation to second level support for investigation and diagnosis as needed.
Request Fulfillment
- Request Fulfillment acceptance and recording in the fulfillment recording application.
Access Management
- Grants, modifies and revokes access to data and applications for internal/externals users.
Problem Management
- Assist in the analysis of incidents to determine if a series of incidents is indicative of a problem.
Asset Management
- Assists with the configuration, installation, support and maintenance of Information Technologies assets (physical assets (workstations, telephony equipment, computing peripherals and “shrink wrap” software), documentation, service level agreements, service catalogs, warranties).
Desk Side
- Provide IMAC (Install, Move, Add, Change) service to workstations and peripheral equipment
- Prep of new equipment for rollout to users
- Track, record, and update inventory and asset tracking systems and disposal of equipment
- Liaises between users, other members of the Information Technology group, and vendors/suppliers to address application and workstation problems.
Batch Services and Print Services
- Define and maintain job scheduling requirements, application interdependencies, WCB contacts, and rerun requirements for all production jobs
- Develop and maintain operational documentation for the batch scheduling environment
- Initiation of batch schedules according to defined schedules
- Monitor progress of scheduled jobs, verify results for success/failures, and notify second level support as required
- Perform problem resolution for batch and print services
- Perform printer preventative maintenance and manage printer supplies inventory.
- Operate printers including print queue management and forms management
- Sort output for distribution to WCB mailroom according to defined schedules
Adheres to the service delivery competencies, processes, methods, and tools utilized within the unit.
Ensures all tasks and activities within the unit are relevant and linked to the WCB's corporate strategies, mission and vision. This includes the IT department's mission and vision.
Contributes reference material to Service Desk documentation and end user training (knowledge base, FAQ, guidelines, etc.) for use within the unit and business end users.
Participates in the delivery of end user training material to end users.
Pursues professional development by attending business and technical development courses and seminars.
At times, this position is required to perform some job duties during non-work hours. Overtime may be required.
Qualifications:
One (1) year IT certificate from a recognized college or educational institution
Eight months (8) months previous experience in a customer service or technical role providing IT support
Typing speed 35 wpm (error rate less than 5%)
Proficiency in the use of a personal computer and software in a Windows environment including network file systems and Microsoft Office
Ability to quickly acquire working knowledge of new technologies and software
Ability to interpret and execute technical instructions and exercise initiatve to solve problems
Developed analytical and problem solving skills
Ability to communicate effectively, both verbally and in writing about a variety of topics in technical and non-technical terms
Excellent interpersonal skills to develop and maintain working relationships with stakeholders and understand their requirements
Ability to organize and prioritize workload while providing excellent customer service
Ability to work under pressure, independently and in a team environment
Ability to work in an awkward position and lift heavy to moderately heavy objects
CompTia A+, MCSE or Network Plus certification would be an asset
Knowledge of Service Desk and Computer Operations functionality and ITIL Foundations would be an asset
Ability to communicate proficiently in both official languages (English & French) is an asset, but is not required
Competencies (internal only):
Essential:
Client Service Orientation
Interpersonal Communication
Analysis/Problem Assessment
Planning, Organizing & Follow-up
Technical/Professional Knowledge
Organizational Awareness
Very Important:
Decision-Making (Judgement/Problem Solving)
Additional Information (internal):
The WCB recognizes that individuals may face barriers that hinder their full and equal participation in the workplace, and is committed to providing reasonable accommodation to all employees and candidates who are or may be disabled by one or more barriers in the workplace. Accommodations are available on request for candidates taking part in all aspects of the selection process.
You may be asked to demonstrate your ability through competency based interviewing and/or testing.
Screening decisions are based on information outlined in your resumé and cover letter. Your work performance must be satisfactory for your application to be considered. If applying for a term position or out of a term position, please note that article 10.09d of the Collective Agreement may apply.
Additional Information (external):
Ability to communicate proficiently in both official languages (English & French) is an asset.
A satisfactory criminal record check and verification of education will be required for the successful candidate.
The WCB is committed to building a skilled, diverse workforce with equitable representation of Indigenous persons, visible minorities, persons with disabilities, women, 2SLGBTQ+ persons and members of other equity-seeking groups. Applicants are encouraged to indicate in their covering letter or resumé if they are a member of these groups.
The WCB recognizes that individuals may face barriers that hinder their full and equal participation in the workplace, and is committed to providing reasonable accommodation to all employees and candidates who are or may be disabled by one or more barriers in the workplace. Accommodations are available on request for candidates taking part in all aspects of the selection process.
The Workers Compensation Board promotes safety and health in Manitoba workplaces and aims to help prevent and reduce the occurrence of workplace injuries and disease. Working with its partners, the WCB promotes safe and healthy workplaces, facilitates recovery and return to work, provides compassionate and supportive compensation services for workers and employers, and ensures responsible financial stewardship.
WCBdoes encompasses what it means to work at the WCB. The WCB is proud to have employee benefits and programs that support financial and personal security, foster health and well-being, encourage involvement and support growth as an individual and member of the WCB community. The four categories of WCBdoes include: Security, Wellness, Engagement and Growth.
Job Summary (internal):
The Service Desk Specialist is responsible for providing technical support of the WCB’s personal computing, telephony, and networking applications, services and technologies. They provide service to internal staff of the WCB and customers accessing WCB online applications within the Service Desk unit's scope of work.
