Job Description:

As part of a customer service-oriented team within our ITS Client Technology Services Department, you will act as the single primary contact for users regarding all technical support, and be involved in diagnosing and assessing customer computer resources, and restoring them back to a normal operating state, in a professional, courteous and consistent manner.

Job Responsibilities:

Keep customers informed about the status and progress of their calls.
Respond to all reports of technology incidents, service requests, how-to inquiries and other customer requests in a prompt, efficient and professional manner.
Record and track all incidents, service requests and how-to inquiries from initial contact to final resolution, in accordance with guidelines and procedures.
Monitor adherence to service level agreements and take appropriate escalation measures. Update and maintain the service desk incidents, problems and knowledge databases.
Participate in the development and maintenance of Service Desk procedures and processes, and provide content to the knowledge base system.
Complete the formal conclusion of calls, including monitoring customer satisfaction.
Provide initial assessment and diagnosis, and 1st level troubleshooting and resolution of all incidents. Refer incidents to 2nd level support, based on agreed service levels.

Job Requirements:

Demonstrated written communication skills.
Demonstrated ability to extract relevant information from customers.
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).
Demonstrated knowledge of current Desktop Operating Systems and Office Productivity and Presentation Tools (MS Office).
Effective oral communication and interpersonal skills.
Demonstrated knowledge in supporting remote customers using remote control` software.
Excellent customer service skills.

Job Details:

Company: Peel Regional Police

Vacancy Type: Temporary

Job Location: Guelph, ON, CA

Application Deadline: N/A

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