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Service Desk Support Specialist

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Mississauga, Ontario, Canada Peel Regional Police Full time
Service Desk Analyst Role

The Service Desk Analyst is a key member of our customer service-oriented team, serving as the primary point of contact for users requiring technical support. This role involves providing prompt, efficient, and professional assistance to customers.

Key Responsibilities
  • Respond to customer inquiries and requests in a timely and professional manner.
  • Investigate and resolve technical issues, including incidents, service requests, and how-to inquiries.
  • Record and track customer interactions from initial contact to final resolution, adhering to internal policies and procedures.
  • Provide initial assessment, troubleshooting, diagnosis, and resolution of technical issues.
  • Monitor adherence to service level agreements and escalate issues as necessary.
  • Update and maintain service desk knowledge databases and incident records.
  • Keep customers informed about the status and progress of their requests.
  • Contribute to the development and maintenance of service desk procedures and processes.
  • Prepare reports on service desk activities and analyze processes to recommend improvements.

This role requires strong communication and problem-solving skills, as well as the ability to work effectively in a team environment. If you are a detail-oriented and customer-focused individual with a passion for technical support, we encourage you to apply for this exciting opportunity.