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SERVICE DESK ANALYST
Organization:    Ministry of Community Safety and Correctional Services
Division:    Ontario Provincial Police
City:    Orillia
Job Term:    1 Permanent
Job Code:    C0215 - Service Desk Analyst
Salary:    $1,157.11 - $1,349.61 Per Week
Posting Status:    Open
Job ID:    49229
 View Job DescriptionView Job Description
 

What can I expect to do in this role?

The Ministry of Community Safety and Correctional Services, Ontario Provincial Police, Communications and Technology Services Bureau, IT Service Desk seeks, from time to time, skilled individuals to provide expertise in a complex, distributed network microcomputer environment on a full time or temporary basis. This advertisement is distributed to develop a pool of candidates to draw from over the next 12 months to fulfill these requirements.

How do I qualify?

Mandatory
Ability to pass an OPP background security investigation.

Knowledge, Skills and Abilities
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.

Additional information:

Address:  
  • 1 Permanent, Orillia, Central Region
Compensation Group:   Ontario Provincial Police Association Civilians
Schedule:   3
Category:   Information Technology
Posted on:   Tuesday, December 18, 2012
 
All external applicants (including former employees of the Ontario Public Service) applying to a competition in a ministry or Commission public body must disclose (either in the cover letter or resume) previous employment with the Ontario Public Service. Disclosure must include positions held, dates of employment and any active restrictions from being rehired by the Ontario Public Service. Active restrictions can include time and/or ministry-specific restrictions currently in force, and may preclude a former employee from applying and/or accepting a position with the Ontario Public Service for a specific time period (e.g. one year), or from applying and/or accepting a position with a specific ministry (either for a pre-determined time period or indefinitely). The circumstances around an employee's exit will be considered prior to an offer of employment.
 
Remember: The deadline to apply is Friday, January 11, 2013 11:59 pm EST. Late applications will not be accepted.

We thank you for your interest. Only those selected for further screening or an interview will be contacted.



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