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    Service Desk Analyst - Mississauga, Canada - Peel Regional Police

    Peel Regional Police
    Peel Regional Police Mississauga, Canada

    1 day ago

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    Description

    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.
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