JOB INFORMATION Requisition ID: 10826 Number of Vacancies: 1 (Temporary until approximately April 10, 2026) Department: Information Technology Services (20000014) - IT Customer Services (30000037) Salary Information: $75,816.00 - $94,681.60 Pay Scale Group: 06SA (CAN/S/H/06SA) Employment Type: Regular - Hybrid Weekly Hours: 40, Off Days: Saturday, Sunday Shift: Day Posted On: February 11, 2025 Last Day to Apply: February 15, 2025 Reports to: Senior Service Desk Analyst The Toronto Transit Commission (TTC), North America's third largest transit system and recognized as one of the top places to work in the GTA has introduced its new 2024-2028 TTC Corporate Plan - Moving Toronto, Connecting Communities which continues the TTC's legacy of delivering service to hundreds of millions of customers a year. The TTC's new vision and mission statements also help promote the many environmental, social equity and economic benefits that the TTC provides: Vision: Moving Toronto towards a more equitable, sustainable, and prosperous future. Mission: To serve the needs of transit riders by providing a safe, reliable, efficient, and accessible mass public transit service through a seamless integrated network to create access to opportunity for everyone. The full Plan can be viewed on ttc.ca. Career Opportunity A great temporary opportunity in the Information Technology Services Department ! What You Will Do You are the single point of contact for all IT related issues for the organization when interacting with the IT Services Department and is responsible for handling incidents/problems and in some cases requests related to providing network access, application, and hardware support for the business. The incumbent is required to triage, resolve and/or appropriately escalate technical problems that arise if they cannot be resolved at first level support. You will be providing first level support to the organization remotely, through various channels including ticketing software, phone, chat, and social media; diagnosing, providing a first level resolution, or escalating issues as required; resolving technical disruptions in service in a timely manner; escalating to second level if a solution is not provided and following up to achieve a quick solution; researching unknown errors reported to the Service Desk via Microsoft technical site and all other related sites; coordinating problem resolution with the various groups in IT Services; providing effective responses to all user inquiries and monitoring and logging problem resolution progress and providing users with follow-up as per service level agreements. You will be providing confirmation follow-up before problems are closed; analyzing and monitoring trends in equipment failure and escalating to the (IT) problem management section for permanent resolution; developing and maintaining the Service Desk internal web site; preparing system notifications to be sent out to users as required and sending updates as required; preparing and maintaining detailed day-to-day documentation that pertains to Service Desk applications and procedures and preparing Service Desk statistical reports using PC software as required for other IT Services personnel. In addition to the above you are responsible for treating passengers and/or employees with respect and dignity and ensuring the needs of passengers or employees with disabilities are accommodated and/or addressed (within their area of responsibility) in accordance with the Ontario Human Rights Code and Related Orders so that they can fully benefit from the TTC as a service provider and an employer and perform related duties as assigned. What Skills Do You Bring Communicate in a variety of mediums Use office technology, software and applications Apply analytical skills Plan and organize activities / projects to meet section and organizational goals What Qualifications Do You Bring Post-secondary education in Information Technology or equivalent combined with several years of directly related work experience in a Service Desk environment. Must have some knowledge in MS Teams, MS O365, One Drive, Two Factor Authentication, SAP and Windows 10 support Experience with Android and iOS Mobile device support is an asset Must have specific experience related to Service Desk practices and principles. Must possess a strong customer service focus, well-developed organizational, problem solving, analytical and conceptual skills Strong written and verbal communication skills to gather and interpret data. Must have or rapidly acquire a comprehensive knowledge of the Ontario Human Rights Code and Related Orders including disability accommodation and accessibility requirements pertaining to passengers and employees. Certifications including, but not limited to the following would be considered definite assets - Help Desk Institute -SCA (Support Center Analyst Certification) or ITIL Essentials Strong knowledge of the TTC's various applications and technical infrastructure. What We Offer Commitment to creating a diverse, equitable and inclusive culture that promotes a sense of belonging and represents and reflects the needs of the communities we serve. A flexible, hybrid work approach that allows colleagues to find balance between their professional and personal lives and making the most of the benefits of working remotely and purpose-driven in-person collaboration opportunities. One of the great benefits of being a full-time TTC employee is becoming a member of TTC defined pension plan. A comprehensive package that covers health, dental, vision and more. Support for professional development opportunities for all colleagues through a broad range of learning programs that include in-person and online training, leadership development, and support for colleagues' well-being. Commitment to EDI The TTC is committed to upholding the values of equity, diversity, anti-racism and inclusion in the delivery of its services and in its workplaces. The TTC is committed to fostering a diverse workforce that is representative of the communities it serves at all levels of the organization, and supports an inclusive environment where diverse employee and community perspectives and experiences bring value to the organization. The TTC encourages applications from all applicants, including members of groups with historical and/or current barriers to equity, including but not limited to, Indigenous, Black and racialized groups, people with disabilities, women and people from the LGBTQIA+ community. The TTC values and supports an inclusive and barrier-free recruitment and selection process. Accommodations for applicants are available upon request throughout the recruitment and selection process, including for those who identify as having a disability. Please contact Talent Management at (416) 393-4570. Any information received related to an accommodation will be addressed confidentially. The TTC's policy prohibits relatives of current TTC employees from being hired, assigned, transferred or promoted into positions, where there is a conflict of interest due to a relationship. Should you be selected for an interview, you will be required to disclose the name, relationship and position of any relative who is a current TTC employee. We thank all applicants for their interest but advise only those selected for an interview will be contacted. Save