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Service Desk Analyst (Computer Services Off 1(A)-(B)-2(A)-(C))



Competition # : 31776 

Department: Service Nova Scotia and Internal Services

Location: HALIFAX

Type of Employment: Term

Union Status: NSGEU - NSPG 

Closing Date: 8/5/2021 (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 Nova Scotia Digital Service branch of the Department of Service Nova Scotia & Internal Services is a leader in client focused service delivery. This branch is responsible for all NS Government departments, agencies, boards and commissions’ technology services and support as well as supporting the NS Health Authority and IWK.

About Our Opportunity


As the Service Desk Analyst, you provide front line IT support in a 24/7 operational environment for critical services. You provide support to government departments, boards, agencies commissions and offices as well as Nova Scotia Health and the Sir Izaak Walton Killam Health Center (IWK).


The Service Desk Analyst is often the first point of contact for clients and you represent the front face of the organization. You collaborate with diverse clients and assist in determining the root cause of the technical problem before initiating a plan of resolution. This position plays a key role in supporting the core Information Technology Infrastructure Library (ITIL) Service Support processes to ensure consistent level of services. In this position, you report to the Manager of End User Services.

Primary Accountabilities


  • Exhibit strong client service skills and provide a timely and efficient service within established standards.
  • Ensure the client is well informed of the necessary steps to resolve their issues, and maintaining 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, knowing who to ask for assistance, and the effect it has on the client/public, if not working.
  • Know Identify what level of service 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 at the Service Desk.
  • Provide remote Tier 1 and Tier 2 support - Troubleshooting and repairing desktop computer hardware, software, mobile device services, and account administration services via incoming phone calls, emails, or web forms using remote tools, verbal/written instructions, and utilities to ensure timely resolution of client’s IT issues.
  • Record and document hardware/software problems, system crashes, actions and solutions.
  • Follow established procedures to record knowledge articles and share knowledge with co-workers.
  • Remotely install, test and upgrade software using the standard configuration manager application to ensure the software is current, registered and efficiently deployed for the client.
  • Participate in projects and initiatives as part of a project team within the work unit, and complete tasks as assigned by the manager, project manager, or supervisor to ensure an efficient and effective implementation.


Qualifications and Experience


To be successful in this role, you hold a bachelor’s Degree in Computer Science or you have graduated from a recognized Information Technology program.

The following skills are critical:


  • Capacity to manage various tasks while maintaining deadlines under pressure and a strong attention to detail.
  • Continued knowledge of new and emerging technologies.
  • Knowledge of desktop hardware, software, Windows desktop OS (7 and above), and Microsoft technologies such as Office Suite, Outlook, Teams, Skype For Business.
  • Experienced working with support tools such as remote PC management, antivirus, and incident management tools to resolve customer requests in a timely fashion.
  • Demonstrate prioritization skills, sound judgment, excellent communication (verbal and written) and interpersonal skills.
  • The ability to work well in a dynamic team environment where innovative thinking and excellent client service are part of the culture.
  • The ability to use common, non-technical language when necessary.


We will assess the above qualifications and competencies using one or more of the following tools: written examination, standardized tests, oral presentations, interview(s), and reference checks.


The following qualifications are considered assets:


  • Holding at least one year of experience providing efficient IT Tier 1-2 Service Desk support in a client focused environment.
  • A Foundations certificate in Information Technology Infrastructure Library (ITIL).
  • Knowledge of Government of Nova Scotia hardware and software standards, established IT policies and procedure.



Applicants relying on education and experience equivalencies must demonstrate such equivalencies in their application.



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 offering and eligibility criteria. 


Additional Information


This is a Term employment opportunity with an anticipated end date of February 25, 2022. The appointment status (‘term’, ‘temporary’ or ‘casual’) is dependent on the start date of the successful candidate.


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.
  • Countless Career Paths for Nova Scotians.
  • Department Specific Flexible working schedules.



Pay Grade:  PR 01 - PR 11  

Salary Range:  $1,488.35 - $2,688.50 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