Co-op Student- Service Desk Analyst

at  Peel Regional Police

The co-op student assigned to the IT Service Desk will be participating in a unique program established by Peel Regional Police in partnership with colleges and universities. This program has been designed to assist students satisfy graduation requirements by attaining hands-on work experience through a co-op placement. To be eligible, candidates must be enrolled in a co-op program through their educational institution

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

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
• Update and maintains client contact lists, vendor contacts, applications contact lists and other support documentation, including problem resolution analysis
• Ocasionally, under the direction of the Service Desk Analyst prepares required reports on Service Desk activitiesPerform additional duties as assigned