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 to 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.

Responsibilities

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; r efer incidents to second level support

Update and maintain 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 maintain client contact lists, vendor contacts, applications contact lists and other support documentation, including problem resolution analysis

Under the direction of the Service Desk Analyst, prepare required reports on Service Desk activities

Perform additional duties as assigned

Qualifications

QUALIFICATIONS: Pursuing a degree/diploma in Computer Science, Computer Technology or related field of study Proficiency in MS Office (Word, Excel, PowerPoint, Access and Outlook) Effective oral communication and interpersonal skills Demonstrated analytical and problem solving skills Demonstrated organizational skills Ability to work effectively in a highly confidential and sensitive environment Must have received, or be scheduled to receive the approved full dosage of COVID-19 vaccination by date of application, in accordance with the recommendations of Ontario’s Chief Medical Officer of Health