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Service Desk Analyst

8 months ago

Mississauga, Canada Peel Regional Police Full time

The Service Desk Analyst role is part of a customer service-oriented team and is the primary contact for users regarding technical support. Duties may include:

Responding to customer requests in a prompt, efficient and professional manner.Responding to reports of technology incidents, service requests and how-to inquiries.Recording and tracking incidents, service requests and how to inquiries from first contact to final resolution, following internal policy.Providing initial assessment, first level troubleshooting, diagnosis and resolution of all incidents.Monitoring adherence to service legal agreements and taking appropriate escalation measures.Updating and maintaining service desk incidents, problems and knowledge databases.Keeping customers informed about the status and progress of their calls.Participating in development and maintenance of Service Desk procedures and processes, and 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.Analyzing and evaluating processes and recommending changes to improve service quality.