Corporate Services Reporting to the Manager of Client Services, the Service Desk Analysts play a vital role in ensuring the smooth operation of IT services within an organization. They act as the first point of contact for technical issues, enabling efficient resolution and maintaining user satisfaction.

Providing

First-Line Support: Addressing questions and concerns through various channels such as phone, email, or chat. Identifying technical issues and determining their root causes. Resolving problems directly or escalating them to higher-level support teams when necessary. ~Following up: Monitoring the progress of incident resolution and ensuring timely updates to users. ~Service Request Fulfillment: Account management: Creating, modifying, or deactivating user accounts.

Software installation: Assisting with the configuration of new devices. ~Preparing devices and deploying for new staff, regular upgrades and for technical failures.

Asset management: Tracking deployed/removed assets in the asset inventory.

Training: Creation of user-friendly documentation and conducting training sessions to help users understand IT systems and tools.

The Service Desk

Analyst will be required to spend one week each month in an on-call rotation for after hours support.

Information

Technology, Community College Diploma - (2-3 years) Demonstrated success working as a support desk professional in an IT setting (2-3 years) Work involves varying tasks requiring an understanding or knowledge of specific technical disciplines Solid grasp of IT concepts like databases, network drives, connectivity and hardware failures such as: ITIL, A+, ITSM, and Microsoft Certifications etc.



Windows 11 support in an enterprise environment Experience administering and resolving issues with Microsoft M365 Natural teaching skills help customers understand the issue, often allowing them to solve the problem on their own Security awareness training and remediation experience Experience and demonstrated skills in IT support Experience with computer programs and hardware is necessary Exceptional customer service and communication skills Strong ability to communicate technically with non-technical customers Research skills to make recommendations on hardware, software and best practices Must be able to keep up with the latest technologies and be willing to stay up to date on training requirements Administrative skills including documentation, knowledge base management and procurement We offer competitive pay that reflects the responsibilities of the position. This is a unionized full-time position that works 35 hours per week.

The hours of work are Monday to Friday from 8:30 a.m.

- Paid sick and vacation leave Parental Leave Top-up Employee & Family Service Program Health & Wellness Program, Town of Ajax Fitness Centre membership Defined benefits pension (OMERS pension - The Town of Ajax is committed to employment equity and building a workplace where all employees feel valued, respected and supported. We welcome applications from candidates of all backgrounds, especially those who have been historically excluded,



including Black and Indigenous people, racialized communities, disabled persons, 2SLGBTQIA+ individuals, and others facing systemic inequities. If you would like to request content in an alternate format, please contact Human Resources by emailing [email protected]. Personal information collected through the recruitment process will be used solely to determine eligibility for employment.

Artificial

Intelligence (AI) We utilize AI solely for the purpose of anonymizing the application process to help ensure fairness and equity. Please note that AI is not used to screen candidates or make decisions regarding their suitability for any role. All job postings issued by the Town of Ajax are intended to fill existing vacant positions unless otherwise stated.

Are you a current Town of Ajax employee? If you are a current Town of Ajax, please apply internally through the Jobs Hub app of your Workday account in order for your application to be processed as an internal applicant. Staff are relied upon day in and day out - whether it is for issuing a marriage license, maintaining a local park, fighting a fire, processing a tax bill, planning a current subdivision, instructing a fitness class, or plowing snow.

For information about the application process, please visit Thanks for your interest in the Town of Ajax! The Town of Ajax, situated on the northern shore of Lake Ontario, is an innovative municipal sector leader that provides a variety of services to one of the fastest growing communities in Ontario. With over 130,000 residents, Ajax's rich heritage and culturally diverse community make it a great place to work and live. #

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