Co-op Student- Service Desk Analyst

24 hours ago

Brampton, Canada Peel Regional Police Full time

**Responsibilities**

**RESPONSIBILITIES**:

- Assist in responding to initial reports of technology incidents, service requests and how-to-inquiries
- Assist Service Desk Analysts in recording and tracking service requests and inquiries from initial contact to final resolution
- Assist with initial assessment and diagnosis and first level troubleshooting and resolution of incidents
- Refer incidents to second level support. Updates and maintains the service desk incidents, problems and knowledge database
- Keep the customer informed regarding the status and progress of their calls, completing the formal conclusion of calls including monitoring customer satisfaction
- Assist in the maintenance of Service Desk procedures and processes and provides content to the knowledge base system
- Ocasionally, under the direction of the Service Desk Analyst prepares required reports on Service Desk activities Perform additional duties as assigned

**Qualifications**

**QUALIFICATIONS**:

- Pursuing a degree/diploma in Computing Technology or related field of study
- Intermediate proficiency in MS Office (Word, Excel, PowerPoint, Access and Outlook)
- Effective oral communication and interpersonal skills
- Demonstrated analytical and problem solving skills
- Demonstrated organisational skills
- Ability to work effectively in a highly confidential and sensitive environment

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