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Computer Services Officer 1(A)-(B)-2(A)-(C)

Date: Feb 19, 2021

Location: HALIFAX, NS, CA, B3K 2A6

Company: The Government of Nova Scotia

 

 

Competition # : 29373 

Department: Service Nova Scotia and Internal Services

Location: HALIFAX

Type of Employment: Permanent

Union Status: NSGEU - NSPG 

Closing Date: 3/5/2021 (Applications are accepted until 11:59 PM Atlantic Time)

About Us

 

The Nova Scotia Digital Service (NSDS) is a new organization within the government of Nova Scotia, with a mission to change the way government interacts with citizens. Our team is large, diverse, and passionate about making a difference to citizens’ lives. We believe in user-centered iterative digital service design, and practice internet-era ways of working.

 

The Telecom Services Team is a dynamic Customer Service team which thrives on providing quality services and supports that enable other government departments to deliver programs and services to the public. An integral part of the Nova Scotia Digital Services, of the Department of Service Nova Scotia and Internal Services, this team embraces the rapid pace of change that is the norm in a technology environment. Providing Tier 1 and Tier 2 technical support services in areas relating to telephony, this team ensures effective and efficient service. We partner with our clients to find the best solutions to support their success.

About Our Opportunity

 

Reporting to the Client Services Manager, Contract and Telecom, you will be responsible for providing services as a direct telecommunications support provider, in both the areas of landlines (facilitating and solutioning new setups, changes, upgrades), and mobile phones (new setups, changes, upgrades).

 

You will analyze issues and decide on the most appropriate method of resolution. Working both independently, and as a collaborative member of the Telecom Team, the research of solutions may include building relationships with vendors, and clients both internal and external.

 

You have strong ability in communication, ensuring success in identifying client priorities and conveying technical information in a client appropriate language. You will demonstrate strong ability in managing multiple situations requiring resolution, with shifting priorities. This position plays a key role in supporting the core ITIL Service Support processes to ensure consistent level of service.

Primary Accountabilities

 

This position supports all telecom management activities, which may include:

 

  • Provide customer focused Tier 1 and 2 support by troubleshooting and securing repair for hardware and/or infrastructure, issuing, coordinating, and supporting both land lines and mobile phones, in support of Government Services.
  • Maintain data integrity in our Inventory Management and Billing tools, for the purpose of rebilling our clients correctly for services provided.
  • Provide a wide range of technical installation services to internal clients to ensure an efficient response to the user’s technology needs.
  • Timely and accurate recording of solutions in the incident management system, to facilitate the monitoring of trends, recurring issues and service delivery.
  • Participates in projects within their own work unit or department, to ensure efficient and effective implementation of Telecom solutions, and to contribute to Continuous Service Improvement projects.
  • Provide Telecom support as required, in attending both on site implementations, and multi departmental project planning sessions.

Qualifications and Experience

 

To be successful in this role, you posess a Bachelor's Degree in Information Technology or a Diploma from a recognized Information Technology Program.

 

The ideal candidate will:

 

  • Exhibit strong client service skills and provide a timely and efficient service within established standards.
  • Demonstrate the ability to manage time and priorities, in a fast paced environment
  • Ensure the client is well-informed of the necessary steps to resolve their issues and maintain a professional and positive attitude when interacting with clients and coworkers.
  • Gain knowledge of the importance of your client’s priorities, possible causes of the issue, know who to ask for assistance, and the affect it has on the client/public when their telephony services are not working.
  • Know what level of service, and urgency, should be provided and communicate that to the client, as this will result in the individual feeling that they have been treated with professionalism, respect, and confidence.
  • Provide remote/onsite Tier 1 and Tier 2 support.

 

The following are considered assets:

 

  • Demonstrated experience in telephony support.
  • Knowledge of Office automation software such as Word, Excel, PowerPoint, Adobe and email packages to support and guide users in their work.
  • Knowledge of NS Government internal tools, i.e., Assyst, Cimpl, SAP, would be an asset.
  • Knowledge of and experience in ITIL Service Management.

 

Please include a cover letter with your application. Failure to do so may result in your application being screened out.

Equivalency

 

An acceptable combination of related training and experience may be considered. Applicants relying on equivilent experience in place of the education requirements must demonstrate this in their cover letters and resumes. Applicants relying on education and experience equivalencies must demonstrate such equivalencies in their application.

Benefits

 

Based on the employment status and union agreement, the Government of Nova Scotia offers its employees a wide range of benefits such as Health, Dental, Life Insurance, Pension, General Illness (Short and Long Term), Vacation and Employee and Family Assistance Programs. Click here to learn more about our various benefits offerings and eligibility criteria.

What We Offer

 

  • Career Development where you have access to career guidance, tools, resources, and ongoing training for every stage of your career.
  • Engaging workplace. Our Employees feel valued, respected, connected, and tuned in. We have forward-thinking policies and strategies.
  • Mentorship through iNSpire; a new formal, interdepartmental mentorship program that connects employees so they can gain knowledge and experience to support their career development.
  • Countless Career Paths.
  • Department Specific Flexible working schedules

 

Pay Grade:  PR 01 - PR 11  

Salary Range:  $1,480.95 - $2,675.12 Bi-Weekly

 

Employment Equity Statement:

Our goal is to be a diverse workforce that is representative, at all job levels, of the citizens we serve.  The Government of Nova Scotia has an Employment Equity Policy, and we welcome applications from Indigenous People, African Nova Scotians and Other Racially Visible Persons, Persons with Disabilities and Women in occupations or positions where they are under-represented.  If you are a member of one of these equity groups, you are encouraged to self-identify on your electronic application.

 

This is a bargaining unit position initially restricted to current civil service employees represented by the Nova Scotia Government Employees Union (NSGEU). If applying from outside a government office, employees must apply correctly via this link:

 

 

 Failure to apply correctly means that your application will not be given first consideration as a bargaining unit applicant, and will only be included if external applications are pursued. 

 

External applicants and current casual employees will only be considered if there are no qualified civil service bargaining unit candidates. PLEASE NOTE: Candidates will not be considered for an interview if applications are incomplete or are missing information. 

 

Offer of employment is conditional upon the completion of all applicable background checks and confirmation of credentials, the results of which must be satisfactory to the employer. We thank all applicants for the interest, however, only those selected for an interview will be contacted. All questions and concerns may be directed to Competitions@novascotia.ca.