Service Desk/Problem Mgmt. and Access Control Administration the incumbent is responsible for providing first line computer hardware and software support, including incident identification, recording, classification, initial support, investigation and diagnosis, resolution and recovery, incident closure, ownership, tracking, monitoring and communication, to ensure service levels are maintained. The incumbent must strive to quickly resolve technical disruptions in service and provide effective responses to user inquiries. The Service Desk is the single point of contact for the organization when interacting with the IT-Services Department (Incident Management Process) and as such, Service Desk Analysts will be responsible for incidents/problems related to the hardware, software and network environment. The incumbent will be required to effectively diagnose and resolve technical problems that arise. Resolution will include escalation of incidents to the appropriate divisions within I.T. Services or to external vendors. Follow up entails timely feedback to our clients as per agreed service levels. The incumbent should have a general understanding of the Commission’s hardware, software and telecommunication technologies. Excellent customer service and customer relations are required.

Special Skills/Certification Required:

Requires knowledge of the information technology division, with specific experience related to Service Desk Practice and Principles.The incumbent must have a strong customer service focus. Well-developed problem solving, analytical and conceptual skills are required as well as strong written and verbal communication skills. These skills and knowledge would normally be acquired by obtaining a University Degree / Community College Diploma in Information Technology combined with directly related work experience. The incumbent must have the following certifications including but not limited to the following: MCP, A+, Network +, Help Desk Institute -HDA (Help Desk Analyst Certification), MOUS, ITIL Essentials.
Must have the ability to co-ordinate all activities of the Service Desk, ensuring that customer service is not compromised.

Interpersonal Skills/Contacts:
Liaises with staff at various levels of both the I.T Services department and all other departments in the TTC. As the single point of contact, the Service Desk is responsible to ensure clients are notified and updated at all times as to status of technical problems that may be apparent and inadvertently affecting the user community.
Deliverables:
First level support via telephone calls, walk-in's voicemail and e-mail directed to the Service Desk maintaining a personal resolution rate of 70%..