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HRM0100

Job Title: I.T. Service Desk Representative

Position Summary: The Service Desk Representative is a first contact point for I.T. related issues. Requests may come in over the phone, via email or Online Service Desk request form. Service Desk is supervised by the Operations Coordinator. This Position could lead to a desktop support position with the addition of courses and\or the combination of training and experience.

Responsibilities:

1.      Provides first line I.T. support during business hours

2.      Fulfills the I.T. Service Desk function during supported hours

3.      Records and tracks I.T. service requests and service restorations in the BMC Remedy application

4.      Keeps customers informed on the status or change in the service request submitted and meets targets set by the established procedures

5.      Makes a general assessment of the service request and will either complete the service request or forward it on the appropriate support group

6.      Generates service reports if required

7.      May be required to do 2nd level support (desktop focused support)

8.      Manages the request life-cycle from reporting ticket to the resolution of the ticket submitted, this can include and is not exclusive to incorrectly assigned tickets

9.      Adds events to SharePoint site and documents events in BMC Remedy

10.  Monitors and escalates services requests based on service level target to appropriate groups

11.  Performs other duties as assigned, pertaining to the Service Desk environment

12.  Must Successfully complete the HDI Support Center Analyst course within the required timeline (3 months )

13.  May be required to take other courses pertaining to development

14.  The position has the potential to do on-call support

Qualifications
1.      High school graduation or an equivalent combination of training and experience at least 3 years office experience.

2.      Experience working in an I.T. Service Desk environment would be considered and asset

3.      HDI Support Center Analyst certificate would be considered and asset

4.      Working Knowledge of SharePoint 2010 would be considered and asset

5.      Demonstrated ability to multi-task, work independently and follow complex procedures

6.       Working knowledge of BMC Remedy would be considered and asset

7.      Ability to use sound judgment and discretion

8.      Ability to establish and maintain a positive working environment with peers supervisors and anyone that is encountered in day to day work inside and outside of the organization

9.      Working knowledge of Microsoft office suite including and not limited to Microsoft outlook, Word and Excel

10.  Knowledge of how to use and Iphone

11.  Knowledge of Operating Systems, Application and Network technologies

12.  Must be able to communicate effectively verbally and in writing

13.  Must be able to provide excellent customer service and maintain composure when dealing with customers

14.  Must be able to handle a minimum of 40 customer contacts a day

15.  Excellent organization skills and the ability to prioritize work based on customer demand and priority

Core Competencies:
1.      Citizen and Customer Focus
2.      Respecting Diversity
3.      Ethics and Values
4.      Integrity and Trust
5.      Results Oriented
6.      Time Management

Working conditions:
I.T. Service Desk position will require the successful applicant to sit at a desk for the majority of the work day, a standing desk may be provided upon completion of a Health assessment.  The successful applicant will have their own cubicle with a desk, computer with dual monitors and a phone; the applicant will also be given and Iphone. Working conditions are normal for an office environment. Be prepared to spend most of the work day moving from computer application to computer application and working from both of your computer screens.  Stress level varies depending on how many customer contacts are received day to day.

Internal and External Factors:

Internal factors that may affect the hiring process are: recruiting policy, job image and image of the organization. Within the city of Winnipeg the Job as an IT Service Person could be an internal promotion due to the union agreement that the city holds for internal hiring. The courses that are needed to fore fill most of the job skills for the IT Service Desk person are provided by the IT Service department and most likely an internal applicant would progress to the position as long as they are able to answer the interview questions to the satisfaction of the Hiring Manager and the HR Recruiter.  The candidate would also have to successfully finish the courses that are required within a 3 month time frame and would also have to agree to take any new courses as required.  Following the union agreement that the City of Winnipeg has could mean that the applicant could potentially receive extra time and chances to acquire the skills for the educational portion needed, this makes an internal candidate very hard to pass over and makes this job almost exclusively an internal promotion or lateral move based on seniority and education.

Job image also plays a role in the hiring process the job itself has lots of room to grow as the job is always changing, this can be appealing to applicants that want more experience working with different office based IT programs.  Company image is also a factor; the applicant once successfully applying to this level of a position within the City of Winnipeg is more than likely going to end up staying with the City of Winnipeg their entire career.  The position of IT Service Desk person has a great deal of job security along with the position classification, the position is a permanent position and the successful applicant would be safe in the role for as long as they the role exists and the successful applicant wants to stay in it. It is a permanent position so if ever the job is ever eliminated the successful candidate would have to be re-deployed making this position a very valuable position.  The Image of the organization is a mostly positive one that allows for internal education and promotion which is very appealing and this position also comes with a lot of job security.

External Factors that may affect the job are few since the job most likely would remain an internal promotion or lateral move.  If a proper candidate cannot be found successfully within the City of Winnipeg the external factors could be: Industry competition, hiring processes, pay and retirement benefit.  The industry has many areas were a skilled IT Service desk person may find better pay and more room to move up the ladder more quickly than IT Service desk position within the City of Winnipeg.  Within the City of Winnipeg the position would still be a union position and movement to a more senior position may not happen as quickly than if the applicants where to interview with a non-unionized company that does not follow a seniority hiring process.  This could mean that hiring externally could be more difficult since other business may offer better pay for a starting salary.  The pay may be better at a non-unionized company however; the retirement benefit may be better the City of Winnipeg.  If hiring outside of the city staff pool the on the job training would not be advertised and the needed courses would become requirements, this would be done to keep the candidate pool smaller and more focused by only accepting applicants who meet the general criteria and have the required certifications.  By keeping the requirements high for the job this could dissuade qualified people from applying to the position once again because higher paying jobs exist outside of the City of Winnipeg.

Advertising Medium:

Internal Hires: The job would be posted on internal PeopleSoft application, the job would be posted for 2 weeks and applicants would apply with a resume there are no conditions for applying and the applications would be filtered by HR professionals.

External applicants: The posting would be on the City of Winnipeg 311 site this posting would be up for 1 month and applications would be accepted as received, applicants would need to attach a resume.  The posting would also appear on Monster.ca for a 30 days applicants would be directed to the City of Winnipeg HR careers site for further information on how to apply.

Sample Advertisement for External Hires:

About the Job

SUMMARY:
The IT Desktop Support Technician will offer support to users who are experiencing problems with their computers, software, and hardware peripherals. The role will also support IT department operations by maintaining business systems, assisting with project releases along with documentation, keeps clear records of all customer contacts using the Remedy application.

ESSENTIAL DUTIES AND RESPONSIBILITIES
I.T. Desktop Support Technician
I.T. Support Desk
§  Receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain service level expectations.

§  Taking staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues.

§  Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue

§  Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution

§  Testing troubleshooting solutions when necessary

§  Perform routine and scheduled maintenance tasks

§  Assist with desktop, laptop application errors

§  Assist in software releases and roll-outs and communication to the end users.

§  Administrative maintenance of, phone system profiles, and user lists for various business systems.

QUALIFICATIONS:

§  Excellent communication, organizational, and problem-solving skills

§  Excellent skills in writing process and technical design documentation and producing statistical reports

§  Strong computer skills including working with Microsoft Outlook, Excel and Word

§  Knowledge of basic computer hardware, including workstations, laptops, printers, copiers, wireless technologies, smartphones.

§  Working Knowledge of Microsoft office suite, SharePoint and ITIL

§  Quick learner who thrives in a collaborative team environment

Please go to the City of Winnipeg Careers website for more information on how to apply

http://www.winnipeg.ca/hr/

Applicant must complete a criminal record check at the cost of the applicant

For Full Job Competencies Please Consult With the Human Resource Contact

Rejeanne Dorge

City of Winnipeg Human Resources

204-123-4567

Recruitment Plan Including internal and external hires:

Internal recruitment would last 2 weeks; candidates would apply using the internal application PeopleSoft, applicants must attach a current resume. The Budget is pretty friendly for this medium and the only cost accrued would be the cost of time by staff for creating the post and for the interview process.  HR staff would assess the applications and determine which one would go through to the interview process.  One interview would be scheduled and unless the Hiring manager and the HR staff members see a need for another interview no other interview would take place thus putting the most senior and most qualified person in the position.

Staffing cost for Internal Hire: Based on a median salary of 60,000 a year for 2 months of work by HR and Staffing professions would run overall cost at $10,000 .00 from start to finish the costs are exaggerated to account for fluctuations in time needed overall for staffing. If a secondary interview must take place we could estimate the cost a little higher in the range of 15,000.00

External recruitment would last 3 months and would be posted on the Winnipeg HR Careers webpage and Monster.ca: Cost for the HR Staffing professionals to filter through the application could fluctuate depending on the amount of applications received; therefore a buffer of another month of time put in by staffing professionals must be included. A fare estimate that would include a time line buffer would be about 4 months of a median salary of $60,000 for staffing professionals equaling to $20,000 The cost must be adjusted to include the basic fee for a month long advertisement of $625.00 on Monster.ca Total cost projected would be $20625.00   If the process is not successful the process would repeat itself at the same projected costs.

Interview Questions:

§  Question in the interview process will cover education, experience and training, programming, service support, and communication

§  Time line for the interview is about one hour and will provide time for any questions the applicant may have at the end.

Questions:

1.       Please describe your education and experience as related to the qualifications for the position.

Customer Service and support Questions

2.       Please describe your understanding of the role of the IT service desk

3.       Please tell me some of your knowledge of the ITIL (Information Technology Infrastructure Library) process and some of the process that you have been exposed to.

4.       IF someone finds that their internet connectivity is down, how would you fix the problem?

5.       Visualize this:  A customer calls you and informs you that he called the Service Desk a week ago but he has not received a response on the issue the customer reported.  What steps would you take to handle this situation?

6.       What do you feel is the most challenging aspects of providing excellent customer service?

7.       Give an example of a challenging situation where you had to deal with a difficult/angry/irate customer. Described the situation, how you handled it and the outcome.

Functional/Technical skills

8.       Describe your experience with Microsoft Work, Outlook, Excel, Access and SharePoint

9.       Is Windows 7 and Operating System or an Application? What is the difference between the two?

10.   Can you give me an example of complex IT procedure you had to follow to resolve and issue for a customer or internally within a team?

11.   If a customer reported and issue with a router, which group do you think it would best be suited to?  - a) Server group b) Desktop Group c) Network group?

12.   As an IT Service Desk Representative, you’ll be working with at ticket tracking system to log calls which we call the Remedy Action Request System.  Describe you experience using Remedy or any similar tracking tool you have used in the past?

Problem Solving

13.   Could you provide me with an example of a time when you passed on ideas or solution to your peers or supervisor to solve a problem or make the current work environment or processes even better?

14.   How would you handle a technical issue that you’re unfamiliar with?

Communication/Interpersonal Skills

15.   Tell us about a situation where you made a mistake and what you did about it?

16.   Give an example of a work situation in which you had to work with a person (customer, coworker or supervisor) that you didn’t like or have had a conflict with.  How did you approach the situation and what was the outcome?

Priority Setting

17.   There will be times when you will have multiple tasks happen at the same time.  How would you prioritize your work and manage your time in these situations.

18.   My desire is to have the Service Desk provide you the opportunity to pursue a career in the IT division by using the Service Desk as a stepping stone that leads to a more advanced IT position.  What benefits do you want to receive from this position?

Question period for applicant to interview the hiring staff would be done now.

Rubic for Evaluation of Interview questions Customer service and support questions

# data[].attributes.body
Hi Class
Hope you found me easily on Padlet
what a neat environment
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