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Service Desk Analyst

January 8 2020
Categories Information Technology, Help Desk, Analyst
Mississauga, ON

Temporary, full-time position

Combine your troubleshooting skills and knowledge of desktop operating systems in the role of Analyst – Service Desk with Peel Regional Police – one of Canada's most progressive police services.

As part of a customer service-oriented team within our ITS Client Technology Services Department, you'll act as the single primary contact for users regarding all technical support, with involvement in diagnosing and assessing customer computer resources and restoring them back to a normal operating state, in a professional, courteous and consistent manner.

RESPONSIBILITIES

More specifically, as a Service Desk Analyst, you will:

  • Respond to all reports of technology incidents, service and other customer requests, and how-to inquiries, in a prompt, efficient and professional manner.
  • Record and track all incidents, service requests and how-to inquiries from initial contact to final resolution, in accordance with guidelines and procedures.
  • Provide initial assessment and diagnosis, and first-level troubleshooting and resolution of all incidents, referring incidents to 2nd level support, based on agreed service levels.
  • Monitor adherence to service level agreements and take appropriate escalation measures.
  • Update and maintain the Service Desk incidents, problems and knowledge databases.
  • Keep customers informed about the status and progress of their calls.
  • Complete the formal conclusion of calls, including monitoring customer satisfaction.
  • Participate in the development and maintenance of Service Desk procedures and processes, and provide content to the knowledge base system.
  • Update and maintain client contact lists, vendor contact lists, application contact lists and other support documentation, including problem resolution analysis.
  • Prepare required reports on Service Desk activities.
  • Analyze and evaluate processes and recommend changes to improve service quality

QUALIFICATIONS

In the role of Analyst – Service Desk, you will apply the following education, experience and skills:

  • A community college diploma in a computer-related discipline or equivalent, or an equivalent combination of education and experience.
  • A minimum of two (2) years' related experience.
  • Advanced skills in MS Word, MS Excel and MS PowerPoint.
  • MS Outlook skills.
  • Demonstrated knowledge of current Desktop Operating Systems and Office Productivity and Presentation Tools (MS Office).
  • Demonstrated knowledge in supporting remote customers using "remote control" software.
  • Demonstrated knowledge in managing key processes in an IT organization, e.g., Service Delivery, Users, Management Change, Incident and Problem Management, and Information Technology Infrastructure Library (ITIL).
  • Excellent customer service skills.
  • Demonstrated ability to extract relevant information from customers.
  • Effective oral communication and interpersonal skills.
  • Demonstrated written communication, analytical, research and problem-solving skills.
  • Valid Ontario driver's licence (Class G) with full driving privileges.
  • Ability to successfully complete the following tests: MS Excel; Filing; Grammar; MS Outlook; MS PowerPoint; Spelling; Vocabulary; and MS Word.

The wage range for this temporary, full-time contract is $24.91 to $39.07 per hour.

Peel Regional Police is committed to ensuring the health and wellness of its employees and offers many programs and services in support of work-life balance and both personal and professional wellness. From wellness protection for you and your family, to state-of-the-art fitness facilities available to you free of charge, to structured programs to nurture your intellectual, physical and emotional wellness, we've got you covered.

Our Vision: A Safer Community Together

Peel Regional Police, the second largest municipal police service in Ontario, polices the cities of Mississauga and Brampton (population 1,346,000) and serves the 44 million travellers who pass through Toronto Pearson International Airport annually.

Peel Regional Police is acknowledged as one of Canada's most progressive police services. A proactive approach to problem-solving, a dedication to professional excellence and a reputation for making the community a better place in which to live and work – these are the hallmarks of Peel Regional Police.

Qualified persons should apply online at www.peelpolice.ca, referencing Job ID #302805, by Sunday, January 19, 2020. No agency contact and/or referrals, please.

Applicants in consideration for hire shall be subject to a thorough background investigation that includes, but is not limited to, police checks with local, provincial and out-of-country law enforcement agencies, if required, education credentials, credit and financial inquiries, and personal and work references.

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