Service Desk Analyst

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About the job

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.

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What you bring to the team

Mandatory requirements

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.

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Additional information:

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Language requirements and assessment:
All external Ontario Public Service (OPS) job ads are posted in English and French. Check the "position(s) language" section at the top of each job ad for the language requirements. For all roles, candidates are assessed in English, the business language of the OPS. If the position is bilingual (English/French), you'll also need to pass a French-language proficiency test.

Exigences en matière de langue et évaluation:
Toutes les offres d'emploi externes de la fonction publique de l'Ontario (FPO) sont affichées en français et en anglais. Consultez la section « Langue du ou des postes » en haut de chaque offre d'emploi pour connaître les exigences linguistiques. Pour tous les postes, les candidats sont évalués en anglais, la langue d'affaires de la FPO. Si le poste est bilingue (anglais/français), vous devrez également passer un test de compétences linguistiques en français.

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 as applicable 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 being offered a position with the Ontario Public Service for a specific time period (e.g. one year), or from being offered 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.

Information collection notice

We are collecting your personal information to assess how well you meet the qualifications for employment with the Ontario Public Service, and for related recruitment purposes. The collection of personal information is necessary to the proper administration of OPS Careers, which is an authorized common service in accordance with s. 6 of the Ministry of Government Services Act, R.S.O. 1990, c. M.25.

Please do not include any more personal information than is needed for your application (for example, do not include your photograph or social insurance number).

If you have any questions about how your information is collected, used, shared or saved, please contact us.