Technical Support Specialist

5 days ago

Mississauga, Ontario, Canada Peel Regional Police Full time
Job Description

The Technical Support Specialist is a vital member of our customer service-oriented team at the Peel Regional Police, serving as the primary point of contact for users requiring technical support. The successful candidate will be responsible for:

  • Responding to customer inquiries in a timely and professional manner.
  • Investigating reports of technology incidents, service requests, and how-to inquiries.
  • Recording and tracking incidents, service requests, and how-to inquiries from initial contact to final resolution, adhering to internal policies.
  • Providing initial assessment, first-level troubleshooting, diagnosis, and resolution of all incidents.
  • Maintaining adherence to service level agreements and taking appropriate escalation measures when necessary.
  • Updating and maintaining the Service Desk's incident, problem, and knowledge databases.
  • Ensuring customers are informed about the status and progress of their calls.
  • Collaborating with the development and maintenance of Service Desk procedures and processes, as well as providing content to the knowledge base system.
  • Updating and maintaining client contact lists, vendor contact lists, application contact lists, and other support documentation, including problem resolution analysis.
  • Preparing required reports on Service Desk activities.

In this role, you will have the opportunity to analyze and evaluate processes, recommending changes to enhance service quality. Your exceptional communication skills will enable you to effectively interact with customers, ensuring their needs are met promptly and professionally.

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