Position title: Service Desk Analyst
Location: Regina, Saskatchewan
Closing date: Thursday, February 07, 2013
Division: Information Technology
Language requirement: English
Workstation troubleshooting experience required Provide first-level IT support by phone or email for software, hardware and networks. You can translate computer terms into plain language for end-users, have a friendly and courteous telephone manner, and will go the extra mile to help resolve workstation and wireless device issues. You have experience supporting Microsoft and Apple products, a diploma in a related field, Microsoft Desktop Support Specialist Certification and at least two years of experience in a service desk environment (or an equivalent combination). Fluency in both official languages and banking/financial experience are assets.
These competencies describe the required behaviours and expectations for the position:
|ORGANIZATIONAL COMPETENCIES||JOB COMPETENCIES|
AgilityUnderstands and responds to organizational needs by looking for opportunities to improve, and modifying approach appropriately. Makes decisions to act in the best interest of the organization.
Customer experienceRegularly interacts with customers and/or co-workers with specific objectives in mind and sustains contact even when no specific situations or issues demand it.
InitiativeSets and works toward meeting challenging goals that require some stretch but are not unrealistic or impossible to attain.
Learning and innovationTakes action that deviates from established practice, but aligns with organizational norms. Asks probing questions to gain additional perspectives and background information to enhance employee and customer experience. Picks up on intangibles.
Solution focusChecks the initial assessment of a situation to ensure accuracy, relevancy and lack of bias. Links together relevant concerns when resolving problems and identifies patterns, trends or missing pieces of information.
Teamwork and partnershipKeeps team members or partners informed and up-to-date about group processes, individual actions, or influencing events. Promotes good working relationships regardless of personal likes or dislikes.
Analytical thinkingIdentifies cause and effect between different aspects of a situation and understands basic relationships. Makes clear logical plans.
Delivering service and qualityDemonstrates heightened concern for service delivery and quality results. Checks processes for acceptable deviations from established service standards to deliver on commitments.
Effective communicationTalks straight and suspends judgment when conveying relevant, important and/or negative information or opinions. Communicates with emotional maturity and insight, seeing things from different perspectives.
Intellectual curiositySeeks to understand multiple levels of a situation by asking a series of probing questions to uncover the root cause.
Judgment and decision-makingReviews various alternatives before making decisions. Is able to think quickly in challenging situations. Suspends judgment and looks for the most effective, efficient and productive course of action.
Product, service and solutions focusDemonstrates in-depth knowledge of the organizationís products and services and is able to adapt them, within limits, to meet customer needs. Makes acceptable modifications to address each customerís specific situation.