Job Specification

Purpose of Position :

Position provides first point of contact for technical incident reporting, technical support, diagnostics and problem resolution as part of the services provided by the Technology Support Centre in support of applications, hardware, software and PKI security for the OPP and other Ontario Law Enforcement Agencies within the standard operating policies, procedures and practices of the OPP and the broader OPS.

Duties / Responsibilities :

1. Provides First Point of Contact (FPOC) end user support, troubleshooting and diagnosis relating to technical issues that arise within the Justice Cluster's technology environment by: responding to customer inquiries or requests from a variety of sources (telephone, e-mail, fax, voice-mail etc.); documenting all pertinent end user identification information, including name, department, contact information and nature of request/incident; providing problem resolution using diagnostic, remote access and incident tracking tools; and resolving technical incidents or service requests where possible or dispatches to appropriate service provider.

2. Provides Incident Support Analyst function related to Justice Common Services by: working with contracted resources and vendors to provide service request fulfilment on common services; providing technical administrative services to support workflow quality activities; and providing technical expertise and advice to end users on standard Ministry software

3. Process service requests related to technology and security services as per defined service request workflow and processes

4. Ensures quality of Business Service Restoration and service request processing by: ensuring incidents related to business services are identified, and processed according to defined incident process; processing service requests related to technology services as per defined service request workflow and processes; and ensuring that incidents are followed through to resolution where possible at FPOC.

5. Utilizes available tools and resources to diagnose, resolve, record, track and document technology incidents by accessing software updates, drivers, knowledge bases and frequently asked questions resources from the TSC resource library, reference material and the internet.

6. Provides training and resource material to customers by: developing quick tips and guides for end users and TSC peers; training users in common Ministry applications; and providing peer information updates and on the job training.

7. Performs other duties as required.

Staffing and Licensing Requirements:

Ability to pass an OPP background security investigation. The job is part of a 24/7 operation, requiring shift work.

Knowledge :

Job requires knowledge of computer service desk environment including PC desktop support and maintenance utilizing standard ministry desktop software (i.e. Microsoft Office), operating systems (i.e. Win2000, XP) and applications (i.e. Remedy, ICE, AD, PKI) in support of OPP IT customers.

Job Requires knowledge of best practices in the area of technology service management as promoted by industry approaches such as ITIL, a collection of support practices and tools to facilitate the processing of incidents and service requests.

Professional telephone mannerism required for customer centric communication.

Knowledge of specific application programs (i.e. Word, Excel, and PowerPoint) for preparation of training and resource materials.

Knowledge of OPP, Ministry and government policies and procedures related to OPP programs to ensure work is completed in accordance within policy parameters and to meet operational criteria.

INTERPERSONAL AND COMMUNICATION SKILLS:

Job requires interpersonal, oral and written communication skills to answer customer service requests from all levels of the organization via telephone, email and in person, to gather information to ascertain their needs and problems, review problems, provide a full range of system capabilities, explain actions, and recommend and/or initiate corrective actions. Customer service orientation / customer focused skills are required for the frequent interaction with ministry end-users (officer & civilian), executives and various vendors.

Interpersonal skills to provide on the job training to end users and TSC peers in common Ministry applications. Written communication skills to create and amend training and resource materials.

Effective listening skills to user reports of faults in order to determine problems.

PROBLEM SOLVING/COMPLEXITY:

Job requires analytical & problem-solving skills to identify end-user issues and problems, conduct technical trouble shouting/diagnostic, and follow complex ITSM protocols and procedures to determine the most effective way to resolve or re-direct issues related to technology.

Job requires evaluation of reported incidents and documented resolutions for trend analysis and ways to prevent future problems.

Judgement :

Job requires working under general supervision and in accordance with established protocols, procedures and methods for providing IT helpdesk services in response to end user requests.

Position has access to administrative tools and security applications (i.e. PKI, AD) to be used with discretion within established guidelines, agreements and policies.

Job decides when to escalate a problem or issue to a more senior level for matters not covered by established procedures or guidelines, or where conflicting priorities and VIP requirements are present.

RESPONSIBILITY FOR THE WORK OF OTHER EMPLOYEES:

There is no formal responsibility for the work of other employees.


PHYSICAL AND SENSORY DEMANDS:

Physical Demands

This job involves sitting at a computer terminal for long periods of time while operating a keyboard and mouse to fill out automated templates, data input screens and retrieve emails.

Sensory Demands

Visual strain associated with viewing a video terminal for long periods of time while performing data input and incident recording.

Auditory attentiveness is frequently required for responding to telephone inquiries while simultaneously recording incident online.

Work interruptions are occasional with walk-in enquiries.

WORKING CONDITIONS:

The job operates in a highly secure standard office environment.