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Helpdesk Coordinator

Job Summary

The Helpdesk Dispatcher’s job is to ensure rapid resolution of user reported problems, which is accomplished by maintaining a detailed knowledge of the capabilities of the corporate information systems and applications, and familiarity with user needs and expectations. S/he responds to approximately 150 calls per week, half of which are handled by him/herself. The remainder of the requests are dispatched to Helpdesk Analysts, which requires constant monitoring of Analysts’ workloads and coordination of their availability. S/he acts as the clearinghouse for information that is received from users and technical staff, and must ensure that the appropriate information is shared with the relevant people within ITMD as required. S/he must be able to deal with any of the 350+ Ottawa based users, travelling users, regional technical and administrative users, with varying degrees of technical knowledge; and technical specialists at HQ and in the ROs with advanced technical knowledge.  

The incumbent is often working under a great deal of pressure and with very tight deadlines, and must often deal with impatient, annoyed or even angry clients. The Helpdesk Dispatcher is the first point of contact for anyone in the Centre experiencing difficulties with or enquiring about information technology and must therefore present a professional, diplomatic and pleasant image, often under very stressful conditions.  

Primary Duties or Responsibilities

IT Service Delivery

As the ITMD front-line user support, is the primary contact to answer requests via the Helpdesk phone line, walk-in requests, queued voice mail, and email. Ensures that requests are responded to within service delivery levels. Monitors service availability of the corporate information systems and applications, assesses initial problem and impact and advises appropriate support area within ITMD.

Handles problem recognition, research and isolation by contacting end users to collect information about problems and leads users through diagnostic procedures to determine the source of the error.

Monitors Helpdesk Analyst call volumes and outstanding issues, dispatches and balances assignments according to analyst expertise/workload in order to meet end user service requirements, recommends adjustments or reallocations as required to Helpdesk Supervisor.

Acts as a focal point and primary resource to the Helpdesk team to capture and keep track of all incident/ticket information from the Helpdesk system in order to help determine, maintain, analyze, identify and monitor problem management issues.

Responsible for monitoring and reporting on his/her activities on a weekly basis.

Maintains the database for the ITM loan library. Organizes and maintains the equipment in the loan library, maintains records of approved Corporate Information System Authorization forms. Maintains inventory of equipment and software in loan library (including laptops, licensed home software, portable hard-drives, etc.), ensures availability and arranges for maintenance as required. Advises management when equipment needs to be replaced.

Provides support to the CIS training officer by organizing and coordinating training sessions and reviewing documentation.

Consults with lead staff member to find short and long-term resolutions to enquiries and problems submitted to the Helpdesk; participates in the formulation of support strategies and in the formulation of the unit’s work plan.

Prepares Helpdesk procedural documentation and ensures that it is kept up-to-date.  Communicates any procedural changes to Helpdesk team and works with the team to improve service levels. Provides training and coaching to temporary employees hired to assist at the Helpdesk.

Collaborates with the second and third line support persons within ITMD as necessary to provide prompt and efficient problem resolution and assists as required.

Performs basic account administration duties according to established procedures to expedite response to user requests including mailbox password changes, and account extensions.

Maintains an adequate supply of IT equipment and accessories for the Helpdesk (e.g. memory sticks, extension cords, hard drives, etc.), by identifying needs, recommending purchases, and preparing necessary documentation to ensure that user requests can be fulfilled and Helpdesk Analysts can respond to calls adequately and promptly.

Understands and applies corporate policies and divisional procedures as they relate to information technology.