Clerk B - Service Desk Representative

Role Summary

The City of Winnipeg is hiring a permanent full-time Clerk B - Service Desk Representative within the Innovation and Technology department. This position supports the IT Service Desk by handling first-line assistance for users, keeping requesters updated, and coordinating service restorations and incidents. The role is based at 510 Main Street, 6th Floor, with a designated work location and a hybrid arrangement that may be approved subject to review.

Work Schedule and Compensation

The standard schedule is Monday to Friday from 8:30 a.m. to 4:30 p.m. The pay range is $1,798.30 to $2,105.55 bi-weekly under the Clerk B classification in the C.U.P.E. collective agreement. This is a C.U.P.E. employee group position.

Key Duties

The selected candidate will serve as the first point of contact for IT support requests and restorations, documenting, tracking, and managing tickets through the service management system. The role also includes helping users through troubleshooting steps, coordinating with technical teams, escalating issues when needed, and monitoring the progress of requests to closure. The incumbent will also support communications around planned, unplanned, and high-risk service events, contribute to process improvements, and identify risks to service delivery.

Qualifications

Applicants should have a Grade 12 diploma or GED, along with a post-secondary certificate in Business and/or Office Procedures, or an equivalent mix of education and experience. Experience in a customer service environment and in an IT Service Desk or Help Desk setting is required. The role also calls for proficiency with Microsoft Office and O365, comfort handling confidential information with discretion, and the ability to explain complex procedures clearly. Strong written and verbal communication, solid interpersonal abilities, good organization, and adaptability to changing priorities are important. Knowledge of ITIL-based service management is considered an asset.

Employment Conditions

The successful applicant must remain legally eligible to work in Canada. If a work permit is held, the employee is responsible for keeping it valid. A Police Information Check acceptable to the employer will be required at the candidate’s expense. The job also requires the ability to work a 24/7 rotational schedule and provide on-call support.

Equity, Accommodation, and Selection Notes

The City of Winnipeg encourages applications from underrepresented equity groups, including Indigenous Peoples, Women, Racialized Peoples, Persons with Disabilities, 2SLGBTQQIA+ Peoples, and Newcomers. For this recruitment, equity may be considered in the selection process, and preference may be given to qualified applicants who self-identify in the noted groups where allowed under the collective agreement. Reasonable accommodation requests will be accepted during hiring. Internal applicants may also receive preference. Candidates educated outside Canada must provide an official academic assessment report from a recognized Canadian assessment service showing equivalency to the minimum Canadian qualification.

Application Requirements

Applications must be submitted online with all required documents. A current resume and/or application form is mandatory. Submissions missing required documentation will not be considered, and application materials must clearly show how the applicant meets the role’s qualifications.

Additional Information

The position reports to the Supervisor, IT Infrastructure. Flexible work arrangements may include flexible hours, remote work, or a hybrid model, subject to approval. Employees approved for remote work must be able to return to their designated work location or another in-person site whenever required for meetings or other tasks.

Benefits and Workplace Culture

The City offers a broad benefits package, including employer-paid benefits, dental and vision coverage, pension plans, and maternity/parental leave programs. Employees also have access to education, training, and staff development opportunities. The organization emphasizes a diverse, safe, and healthy work environment.

Posting Details

Posting number: 127064. Closing date: July 16, 2026.