Service Desk Analyst

Halifax Regional Municipality; Halifax; On-site; CAD 60,000 - 80,000; Full time

Job summary

Halifax Regional Municipality is seeking a permanent, full-time Service Desk Analyst in Information Technology. This position offers front-line support for hardware and software issues, requiring a diploma in Computer Science and strong troubleshooting skills. Candidates will join a diverse team committed to equity, contributing to community-focused service.

Qualifications

• 2 years of support experience in IT environment.
• Strong hardware knowledge and troubleshooting skills.
• Experience with Microsoft O365 and diagnostic software.

Responsibilities

• Deliver customer service to HRM staff via multiple channels.
• Log and triage support requests in the IT service management tool.
• Provide front-line technical support and escalate as needed.

Skills

Customer Service

Troubleshooting

Analytical Thinking

Education

Diploma or degree in Computer Science

ITIL Foundations Certification

Tools

Microsoft Office suite

Remote troubleshooting software

Microsoft Exchange

Active Directory

Job description

Halifax Regional Municipality is inviting applications for one (1) permanent, full-time positions ofService Desk Analystin Information Technology, Services Management and Operations.

Halifax Regional Municipality (HRM) is committed to reflecting the community it serves and recognizing Diversity and Inclusion as one of the Municipality’s core values. We have an Employment Equity Policy and we welcome applications from African Nova Scotians and Other Racially Visible Persons, Women in occupations or positions where they are underrepresented in the workforce, Indigenous / Aboriginal People, Persons with Disabilities and 2SLGBTQ+ Persons. Applicants are encouraged to self-identify on their electronic application.

Reporting to the Team Lead, IT Service Desk, this position is responsible to provide front-line hardware, software and IT equipment technical support services to all HRM clients. This position requires individuals stay current on technology specific to HRM; and includes account management services, file and print services, enterprise and business applications, telephone / telephony services, video conferencing and live event production services.

DUTIES AND RESPONSIBILITIES :

• Deliver customer service to all HRM staff via multiple channels, including human, digital, self-service and automated methods;
• Answer incoming telephone calls to the IT Service Desk; utilize proper work codes on the telephony system for reporting daily activities;
• Monitor Service Desk self-service tickets submitted by HRM staff and respond to client requests accordingly;
• Log all support requests in the IT service management tool;
• Triage, classify and categorize incidents; assess and prioritize incidents to ensure timely resolution through either Tier 1 support or assignments to Tier 2 through the established escalation process; dispatch requests to external service providers as required;
• Collect and / or update contact information from clients when opening or updating tickets; responding to client requests to troubleshoot and resolve hardware and software issues, diagnosing and identifying issues;
• Provide assistance to clients by recommending the most effective utilization of HRM network, telephony, computers and approved software;
• Utilize remote control tools to resolve hardware and software issues;
• Document detailed summary and description for every request or problem reported to the Service desk; log all troubleshooting steps attempted; document detailed resolution on every ticket before closure;
• Perform analysis to determine commonly occurring problems and recommend solutions for possible distribution to clients;
• Follow up on unresolved incidents and requests; provide regular communication to clients advising of progress;
• Notify Team Lead when a potential major incident (i.e. system failure) has been detected and follow Major incident documented process;
• Notify HRM clients of scheduled maintenance and / or emergency maintenance required;
• Provide assistance to other IT staff when required;
• Mandatory participation in scheduled on-call rotation;
• Follow standards and policies set out by IT and HRM;
• Perform other special projects and duties as assigned.

QUALIFICATIONS :

Education & Experience :

• Diploma or degree in Computer Science or related field, or suitable combination of formal education and experience;
• 2 years of support experience in an IT environment with PC software, hardware, smartphone and network troubleshooting;
• Hold a recognized designation in any of the following subject matter areas : Help Desk / Service Desk, Desktop Support or Networking; and be willing to maintain these designations if requested;
• ITIL Foundations Certification is preferred (or successful completion within 12 months);

Technical / Job Specific Knowledge and Abilities :

• Strong hardware knowledge and troubleshooting skills (e.g. desktop computers, laptops, tablets, smartphones, video conferencing and presentation systems);
• Experience installing, repairing and configuring new laptop and desktop hardware and software;
• Experience using remote troubleshooting and remote control software tools;
• Experience with diagnostic software to utilize structured troubleshooting techniques;
• Excellent knowledge of Microsoft Office suite, including O365;
• Excellent knowledge of all Microsoft operating systems;
• Experience using Microsoft Exchange, Endpoint Manager (InTune), BES, Active Directory and MS O365
• Strong Smartphone software troubleshooting;
• Knowledge of LAN / WAN and telecommunications infrastructure;
• Working knowledge of industry standard Service Desk practices, processes and procedures would be considered an asset.

Security Clearance Requirements : Applicants will be required to complete, and pass, a police security screening check.

Please note– Testing may be conducted as a component of the selection process to assess technical and job specific knowledge. Candidates, who are selected for testing, may be tested in a group setting, scheduled at the employer’s discretion.

COMPETENCIES : Analytical Thinking, Communication, Conflict Management, Customer Service, Organizational Awareness, Organization and Planning, Risk Management, Teamwork and Cooperation, Valuing Diversity, Values and Ethics

WORK STATUS : Permanent, full time

HOURS OF WORK : To be determined;8-hour shift between the hours of 7 : 45am-5 : 00pm, Monday to Friday; 35 hours per week. Employee will be required, after sufficient training period, to participate in scheduled on-call rotation.

SALARY : NSGEU 222, Group 4; $44.15 per hour

CLOSING DATE : Applications will be received up to 11 : 59 pmon Monday, June 30, 2025.

This is a bargaining unit position. External applicants will only be considered if there are no qualified bargaining unit candidates.