Service Desk Analyst

at  TransLink Security Mgmt Ltd

MARKETING STATEMENT

Metro Vancouver Transit Police ("Transit Police") is the leader in regional public transit policing, operating across 22 communities. It provides policing services to all modes of transit: Bus, SeaBus, SkyTrain, and West Coast Express. In partnership with cross-regional partners, Transit Police prevents crime and provides coordinated police services to transit users throughout the region. It also seeks to have a workforce that is responsive to and reflective of the many diverse communities is serves.

EDUCATION:

Requires Grade 12 graduation plus a one (1) year certificate program from a recognized institute of technology specializing in information systems including courses in operating system technologies (including Microsoft various versions), user accounts, advanced word processing, spreadsheets, etc.

EXPERIENCE:

Requires two (2) years of experience working in an enterprise service desk capacity, providing customer service and technical support in a networked environment involving prioritizing, advising and resolving customer incidents. A further period of up to six (6) months is required to become familiar with the corporate environment, its Operating Systems, office and Service Desk procedures.

The Service Desk Analyst provides first level customer service and technical support to enterprise customers in a networked environment within the established Service Level Agreement. Utilizes the ITSM tool to process, track and analyze service desk incidents and requests. Creates and administers customer accounts for access to the corporate network and data. Conducts analyses, uses and updates documentation and provides recommendations and guidance in support of the continuous improvement of the customer service provided by the Service Desk team. Coordinates and delivers communication updates to enterprise customers. Provides after-hours, on-call technical customer support using provisioned devices in accordance with established schedules.