POSTING INTERNAL AND EXTERNAL
Priority shall be given to qualified Cree Beneficiaries
LOCATION OF WORK
Mistissini
NATURE OF WORK
Under the authority of the Director of IT Services, the service desk support admin officer plays a central role in the establishment and operate efficiently of the new Service Desk. The Service Desk will manage and coordinate IT service requests, incidents/problems, and establish and maintain protocols. This role involves analyzing current processes and implementing a service desk that will meet the diverse needs of the school board. This includes establishing clear and efficient processes based on ITIL principles.
This person will assist and collaborate with other IT members assigned to various sector of activities to ensure the follow-up of support requests and assignments are followed-up and completed/resolved within a resonable timeframe as per the established IT global SLA.
CHARACTERISTIC FUNCTIONS
Develop a global vision for the efficient use of IT resources based on the submitted support tickets through the Help Support Desk services.
- Receive, categorize, and assign IT tickets to appropriate resources.
- Establish Service Level Objectives (SLOs), monitor and analyze results.
- Implement an escalation system to maximize the achievement of SLOs.
- Ensure effective follow-up on requests to ensure resolution within defined timelines.
- Contribute to the continuous improvement of Service Desk processes and practices.
- Analyze requests and incidents, provide statistical reports to be proactive in decision-making.
To act as the main point of contacts for users for various situations, such as:
- Managing any inquiries regarding procedures related to IT.
- Create and maintain guides to effectively communicate information to users.
- Provide first-level technical support to users for applications and IT tools.
- Contribute to user training and awareness of best practices in security and technology usage.
Assist/participate with other IT members to help resolve and close IT support requests efficiently.
Participate in the execution of detailed analyses for approved requests.
Use their experience and expertise to support the evolution and propose improvements of the computer support desk services project.
Perform any other task assigned by their supervisor within the parameters provided.
REQUIRED QUALIFICATIONS
College diploma in computer science or related field.
ITIL certification.
Knowledge of GLPI will be considered an asset.
Minimum of two (2) years of experience in managing IT services or support desk, preferably in a school board environment.
Excellent written and verbal communication skills in English (Cree and/or French will be considered an asset)
Ability to work effectively in a team and independently.
Strong organizational skills, problem-solving abilities, and ability to prioritize tasks.
KEY COMPETENCIES:
- ITIL.
- Competence in conceptualization and document writing.
- Good knowledge of spoken and written English.
- Knowledge of Cree and/or French will be considered as an asset.
- Ability to work in a team.
- Strong sense of responsibility and initiative.
- Organizational skills and documentation of work.
BEGINNING OF EMPLOYMENT
To be determined
EMPLOYMENT CONDITIONS
Full-time regular position
35hrs./week
*The holder of the position may be entitled to certain benefits (vacation, statutory holidays, Northern allowance, housing and outings).
*Given the current salary regulations and guidelines at the Cree School Board, candidates from another Quebec School Board will be able to obtain a salary as per the scale above-mentioned. However, candidates that are not from the education sector are not eligible to a salary above the midpoint of the position's salary scale.
