Service Desk Analyst

Important messages

We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you need to be accommodated during any phase of the evaluation process, please use the Contact information below to request specialized accommodation. All information received in relation to accommodation will be kept confidential.

Assessment accommodation

We encourage Aboriginal persons to self-identify as preference may be given to this Employment Equity Group. An Aboriginal person is a North American Indian or a member of a First Nation, Métis or Inuit. North American Indians or members of a First Nation include treaty, status or registered Indians, as well as non-status and non-registered Indians. Please note that you will be required to complete an Affirmation of Aboriginal Affiliation Form.

The Canada Energy Regulator (CER) works to keep energy moving safely across the country. We review energy development projects and share energy information, all while enforcing some of the strictest safety and environmental standards in the world. Headquartered in Calgary, Alberta with regional offices in Montréal, Vancouver and Yellowknife, the CER has approximately 500 employees.

The CER is recognized as one of Canada's Top 100 Employers in a national competition to determine which employers lead their industries in offering exceptional workplaces for their employees.

**Essential Operational Requirements: Must be willing and able to travel to Hearings for up to 2 weeks at a time, several times a year. Must be willing and be available for standby on-call service weekday evenings on a rotational basis.

Duties

Why not join the most well-known group – Service Desk in Canada Energy Regulator? As the go-to for technology support, you are enabling everyone in the CER to do their job by providing technologies and tools. You will also play an essential role in protecting Canadian public interest through assisting CER’s public hearings.

As part of the Client Service team, reporting to Group Leader, Service Desk, the Service Desk Analyst (SDA) provides professional IT services and telecommunication services to the CER and clients. These services includes incident management and response, problem resolution, minor infrastructure changes, and IT product (hardware and software) deployment and technical support at Hearings.

Intent of the process

A pool of candidates may be created. Qualified candidates may be used to staff other similar positions at an equivalent or lower level on a term, indeterminate or acting basis. Appointment of qualified candidates will be based on the assessment results of the essential or essential and asset qualifications and with regard to breadth and depth of experience.

Positions to be filled: 1

Information you must provide

Your résumé.

A covering letter in 1,100 words (maximum)

In order to be considered, your application must clearly explain how you meet the following (essential qualifications)

Education: Bachelor degree from a post secondary institution in information technology or other related area.

Degree equivalency

Experience:

E1 Experience providing technical guidance on IT related subject matters to a diverse group of clients.

E2 Recent experience in providing client support of network and computer including Active Directory, imaging and diagnostics of issues.

E3 Recent experience using IT service management software to process requests.

E4 Experience assisting staff and clients with the installation and configuration of computing equipment such as; printers, networks, multi-display monitors, telepresence, wireless routers and internet services.

***Recent is defined as within the last 5 years.

The following will be applied / assessed at a later date (essential for the job)

Bilingual - Imperative (BBB/BBB)
The intent is to staff this position as BBB bilingual imperative. Should an insufficient number of qualified candidates meet this language requirement we may consider a non-imperative appointment.

Information on language requirements

Second Language Writing Skills Self-Assessment
In order to help you decide if you should apply to a bilingual position, an optional self-assessment of your writing skills in your second official language is available for you to take before completing your application.

For more information, please consult:
Unsupervised Internet Test of Second Language Writing Skills

Organization-wide and Business Competencies:

OC1 Leadership & Teamwork (Apply)
• Forms working relationship and shares knowledge across the organization.

OC2 Accountability & results Orientation (Apply)
• Sets and meets deadlines and takes personal accountability for results.
• Supports/assists team members to accomplish objectives.

OC3 Initiative & Adaptability to Change (Apply)
• Achieves efficiencies trough elimination of duplication and/or document process and best practices.

OC4 Oral Communication (Apply)
• Communicates clearly, concisely, and effectively.

OC5 Written Communication (Apply)
• Communicates clearly, concisely, and effectively.

Technical Competencies:

TC1 Technical Knowledge (Apply/Guide)
• IT Technical problem-solving by systematic reduction of variables and issues to determine root-cause at a client issue level.
• Basic testing and validation of software and hardware and development of technical documentation.

TC2 Information Technical Security (Apply)
• Perform root cause analysis of simple desktop security issues.

Competency Level Definitions

Learn is defined as developing a basic knowledge of the competency and ability to apply.
Apply is defined as demonstrating sound understanding of the competency and ability to apply and contribute.
Guide is defined as thorough knowledge and capability of the competency. Able to influence and guide others in its application.
Shape is defined as recognized as an expert. Shapes direction of the CER with regards to the competency.

The following may be applied / assessed at a later date (may be needed for the job)

Asset Qualifications

AQ1 Experience in an IT Service Desk environment.
AQ2 ITIL, HDI Help Desk, ITSM or Microsoft certifications.
AQ3 Experience of supporting telecom or mobile devices.
AQ4 Experience of supporting Audio/Visual meetings (teleconferencing).

Essential Operational Requirements:
Must be willing and able to travel to Hearings for up to 2 weeks at a time, several times a year. Must be willing and be available for standby on-call service weekday evenings on a rotational basis.

Conditions of employment

1) Willingness to undergo, successfully pass and maintain a reliability status security clearance.
2) Compliance with the Canada Energy Regulator’s Code of Conduct is required.
Note: It is strongly recommended that potential applicants read and consider the CER’s Code of Conduct prior to applying. This document is available on the CER Website http://www.cer-rec.gc.ca/code-of-conduct.
3) Must be willing and able to travel and to work overtime when required.
4) Must be willing to move within and between business units and teams, based on operational requirements and/or as individual development needs are identified.
5) There are physical demands that are regularly required to perform this job. Lifting computer equipment and printers in up to 25kg.

Other information

The Public Service of Canada is committed to building a skilled and diverse workforce that reflects the Canadians we serve. We promote employment equity and encourage you to indicate if you belong to one of the designated groups when you apply.

Information on employment equity

1. The Canada Energy Regulator has a classification system that differs from the greater public service. This NEB-08 position is similar to a CS-02 in terms of salary range only. The benefits offered, including relocation assistance, may be significantly different than those offered in the greater public service. This position is subject to CER’s Professional Institute of the Public Service of Canada Collective Agreement.

2. Application Requirements: Applicants must submit, by the closing date, a resume and cover letter clearly demonstrating how they meet the essential qualifications of education and experience. Applicants are strongly encouraged to demonstrate how they also meet the asset qualifications. Asset qualification(s) may be used at any point in the selection process (screening and/or assessment). Failure to provide sufficient information will result in applicants being screened out.

PLEASE NOTE: Applicants who apply to this selection process must include in their application a valid e-mail address and make sure this address is functional at all times and accepts messages from unknown users. Our intention is to communicate with applicants by e mail for assessment purposes including, sending invitations for written tests, interviews and issuing selection process results.

3. Assessment: You may be assessed using one or more of the following tools: application, interview(s), role play scenarios, performance appraisals, reference checks and interactions with internal staff during the process and personal knowledge. Top down selection may be used during any stage of the selection process.

4. Appointment Requirements: Candidates must meet each essential qualification and the conditions of employment to be appointed to the position. A person may be appointed to the position even though he/she does not meet any or all of the asset qualifications, organizational needs or operational requirements; however, meeting these criteria is desirable and may be a deciding factor in choosing right fit for appointment.

5. Salary: Effective 1 November 2019 NEB-08, $73,547 to $89,481

The Canada Energy Regulator has the following forms of additional compensation that are separate from base salary, the eligibility for which is determined, in accordance with the provisions in the collective agreement or terms and conditions of employment for the duration period specified:
• a Calgary Allowance in the amount of 4.95% of base salary may be paid on a bi-weekly payroll basis.
• annual performance pay which includes elements of individual performance (60% of payout) and corporate performance (40% of payout).

6. Terms of Employment: This position has been allocated and apply to the bargaining unit represented by the CER Professional Institute of the Public Service of Canada.

7. Proof of Education: Proof of education is required prior to appointment. If you were educated outside of Canada, you must have your certificates and/or diplomas assessed against Canadian education standards. Please contact the Canadian Information Centre for International Credentials (CICIC) for more information www.cicic.ca.
Equivalencies granted by the Canadian provincial authorities with respect to Applied (Bachelor's) Degrees by colleges and technical institutes (i.e. in Ontario, British-Columbia, Alberta & Manitoba) must always be accepted as equivalent to Bachelor Degrees granted by universities in the provinces concerned.

8. Organization Future Needs: The Canada Energy Regulator is committed to having a skilled and diversified workforce representative of the population we serve. In support of our strategy to achieve our employment equity goals, selection may be limited to candidates self-identifying as belonging to one of the following Employment Equity groups: *Aboriginal Persons, Visible Minorities.

We encourage Aboriginal persons to self-identify as preference may be given to this Employment Equity Group.

*An Aboriginal person is a North American Indian or a member of a First Nation, Métis or Inuit. North American Indians or members of a First Nation include treaty, status or registered Indians, as well as non-status and non-registered Indians. Please note that you will be required to complete an Affirmation of Aboriginal Affiliation Form.

Preference

Preference will be given to veterans and to Canadian citizens, in that order, with the exception of a job located in Nunavut, where Nunavut Inuit will be appointed first.

Information on the preference to veterans

We thank all those who apply. Only those selected for further consideration will be contacted.