Returning Candidate?

Service Desk Analyst - Help Desk

Service Desk Analyst - Help Desk

Competition Number 
Corporate Services & Long Term Care
Posting Category 
Corporate Information Technology
Job Type 
Number of Positions 
CUPE Local 87
CA-ON-Thunder Bay
CAD $1,897.53/Bi-Wk.
CAD $2,324.69/Bi-Wk.
Pay Band 
Posted Date 
Post End Date 
Effective Date 
February 10, 2015
Supersedes Date 
July 4, 2006

More information about this job

General Information:


As an equal opportunity employer, the City of Thunder Bay encourages applications from Aboriginal peoples, persons with disabilities, members of visible minority groups and women.


Reasonable accommodations are available upon request for all parts of the recruitment process.


Application forms must reference the competition number and be submitted to Human Resources.


Job Description

POSITION SUMMARY:  Under the general supervision of the Supervisor, provides client support relating to Corporate information systems. Key responsibilities include ownership of client queries regarding Corporate-supported software and computing platforms, continual professional and courteous communication, Corporate backups, standard software installations, asset management, and Corporate IT training.



  1. Provides client support, resolving Tier 1 Support Calls and refers Support Calls to Tier 1 Service Desk Analyst – Business Applications or Service Desk Analyst – Network & Technology as needed; collaborates with CIT business partners to ensure all outstanding client Support Calls have been resolved and communicated back to the client.
  2. Researches client queries using a variety of manuals and resources; works with other support analysts, CIT staff, and affiliated consulting organizations to answer client queries.
  3. Ensures timely and ongoing communication with clients, establishing customer service excellence.
  4. Documents each Support Call and Resolution in the Call Management System; builds resolution database and follows up on Support Calls that are moved to Tier 2.
  5. Monitors, performs, and maintains tape media backups and logging for network servers located City-wide; ensures the integrity of Corporate data; performs file and folder restores as requested by clients.
  6. Provisions, troubleshoots and removes access for mobile devices.
  7. Assists Service Desk Analyst – Business Applications with software installs.
  8. Assists Service Desk Analyst – Network & Technology with user access.
  9. Maintains Computer Asset Management System.
  10. Participates in updating manuals, documentation, and prepares reports.
  11. Prepares and updates software training materials and delivers training; assists with the scheduling and organizing of third party vendor training programs as required.
  12. Keeps abreast of new computing technologies and converging technologies.
  13. Performs such other related duties as may be assigned.





  • Degree or diploma in computer science, software engineering, or information systems; or
  • Equivalent combination of education and experience.


  • Knowledge of desktop software, business applications, and operating systems
  • Superior ability to communicate effectively and concisely, both orally and in writing, with the ability to present ideas in a business and user friendly language
  • Strong understanding of organizational goals and objectives
  • Superior ability to establish and maintain effective working relations with clients, co-workers, and business partners
  • Highly self-motivated and directed
  • Proven problem solving, analytical, and time managements skills
  • Ability to prioritize and execute tasks in a high pressure environment


  • Experience working in a help desk environment
  • An understanding of the operations and services of the Corporation would be an asset
  • Knowledge of the functions of City departments, outside boards, and local community groups



  • Shift work is required
  • Must undergo a successful police records check, Type 1
  • Must sign a confidentiality agreement
  • The use of a vehicle may be required