Analyst - Service Desk

**Job Type**: Temporary, Full-Time

**Department**: ITS Client Technology Services

**Location**: Brampton, Ontario

As a Analyst - Service Desk within our Client Technology Services Department, you will be the single primary contact for users regarding all technical support and will be involved in diagnosing, assessing and restoring customer computer resources back to a normal operating state in a professional, courteous and consistent manner.

What will your typical day look like?

Responds to all reports of technology incidents, service requests and how-to inquiries.
Responds to customer requests in a prompt, efficient and professional manner.
Records and tracks all incidents, service requests and how-to inquiries from initial contact to final resolution, in accordance with guidelines and procedures.
Provides initial assessment and diagnosis and first level troubleshooting and resolution of all incidents.
Refers incidents to 2nd level support, based on agreed service levels.
Monitors adherence to service level agreements and takes appropriate escalation measures.
Updates and maintains the service desk incidents, problems and knowledge databases.
Keeps customers informed about the status and progress of their calls.
Completes the formal conclusion of calls, including monitoring customer satisfaction.
Participates in the development and maintenance of Service Desk procedures and processes and provides content to the knowledge base system.
Prepares required reports on Service Desk activities.
Analyzes and evaluates processes and recommends changes to improve service quality.
Configuration, deployment and 1st level support for client hardware and software including multi-factor authentication tools (i.e. tokens or one-time password cards), USB Encrypted keys, IPTV receivers, mobile devices (i.e. smart phones or tablets).
User account creation and management for internal systems including new employee requests, permission changes, access removal. User account creation and management for external partners such as OPP and MTO.
Performs additional duties as assigned.

Enough about us, lets talk about you

**You are someone with**:
A Community College Diploma in a computer related discipline or equivalent, or an equivalent combination of education and experience
A minimum of two years related experience required
MS Word-Advanced
MS Excel-Advanced
MS PowerPoint-Advanced
MS Outlook
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 skills
Demonstrated analytical, research and problem solving skills
Valid Ontario Driver's Licence (Class G) with full driving privileges

Applicable tests

Applicants will be required to successfully complete the following tests:
Filing
Grammar
Spelling
Vocabulary

Additional information

**Shift work required (Monday-Sunday 5AM-12AM).

What we offer

The hourly rate for this temporary, full-time position is $26.93 - $42.24.

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 hybrid remote working arrangements, wellness protection for you and your family, 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.

About us

Peel Regional Police, the second largest municipal police service in Ontario, polices the cities of Mississauga and Brampton, with a population of almost 1.4 million residents, and Pearson International Airport, which saw an estimated 12.7 million people pass through in 2021. We are committed to our Vision of 'A Safer Community Together'. Everything we do is driven by our Mission, Vision and Values and we pride ourselves in being accountable to our community.

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.

The next step is yours