Analyst-Service Desk

Posting Title:

Analyst-Service Desk

Department:

IT Service Management

Status:

Temporary, Part-Time

Hourly Range:

$30.10 - $47.22

Grade:

C6

Open Positions:

1

Job Id:

500738

Additional Info:

• ** See Below

Open Date:

2026-03-09

Close Date:

2026-03-22

Are you an ambitious and highly motivated analyst with experience in technical support and diagnosing computer resources? Are you looking to make the next step in your career? If so, apply below and join Peel Regional Police – one of Canada’s most progressive police services!

As an Analyst-IT Service Desk within our IT Service Management Department, you will be the primary point of contact for Information Technology Services (ITS) support. They diagnose, troubleshoot, and resolve issues related to hardware and software, including desktops, laptops, tablets, and mobile telephones/devices. They provide first-level support, ensuring that systems are restored to normal operation in an efficient, professional and courteous manner while maintaining a high level of customer satisfaction through clear communication and effective problem resolution.

What will your typical day look like?

• Responds to all reports of technology incidents, service requests, and how-to inquiries via phone, email, walk-in, IM, and the IT Self Service Portal in a prompt, efficient, professional and courteous manner.
• Records, tracks, and updates all incidents, service requests (catalog items), and how-to inquiries and coordinates with vendors to create tickets via phone, email, or web, ensuring adherence to incident and request management procedures.
• Provide first-level support for client hardware, virtual machines, software, multi-factor authentication tools, USB encrypted keys, mobile devices (e.g., smartphones, tablets), and VDI infrastructure and escalate complex issues, serving as a liaison between different support levels.
• Provides follow-ups and status updates to members and internal ITS personnel on incidents, service requests, and escalated issues.
• Monitors system performance, reports and records outages or service degradations, and initiates major incident and problem tickets as needed.
• Keeps members informed about new procedures, maintenance windows, IT advisories, and other important updates to ensure smooth operations.
• Manages onboarding and offboarding processes by creating, modifying, and deactivating user accounts, permissions, and access across various internal and external systems.
• Maintains and administers email accounts, calendars, shared mailboxes, and distribution groups to ensure seamless communication and access control.
• Creates, updates, and formats Service Desk documentation in the Knowledge Base.
• Analyzes Service Desk processes to identify and recommend improvements for service efficiency.
• Analyzes, releases or escalates suspicious emails to ensure compliance with cybersecurity protocols.
• Performs additional duties as assigned.

Enough about us, lets talk about you

You are someone with:

• A Community College Diploma in a computer-related discipline or equivalent, or an equivalent combination of education and experience. ITIL Foundation and above certifications an asset.
• A minimum of two (2) years related experience required.
• Demonstrated knowledge of current desktop operating systems such as Windows, Mac,OS, iOS, iPadOS.
• Demonstrated knowledge of supporting virtual infrastructure such as VMware.
• Demonstrated knowledge of supporting on-premises and cloud-based Azure AD.
• Demonstrated knowledge of supporting MDM platforms such as Workspace One.
• Demonstrated knowledge of supporting two-factor authentication and identity providers.
• Demonstrated knowledge in supporting clients using remote tools.
• Demonstrated knowledge in managing key processes in an IT organization, e.g. Service Delivery, Users Management, Change, Incident and Problem Management, and IT Infrastructure Library (ITIL).
• Demonstrated written communication skills.
• Demonstrated analytical, research and problem-solving skills.
• Demonstrated ability to extract relevant information from customers.
• Effective oral communication and interpersonal skills.
• Excellent customer service skills.

What we offer

The hourly rate for this regular, part-time position is $30.10 to $47.22. Please note that this vacancy is to replace a regular, part-time member. Approximately 25 hours per week. The Service Desk is open 5:00 AM to 12:00AM, 7 days per week. Hours may fluctuate to cover statutory holidays, evenings, and weekends.

Peel Regional Police offers a highly competitive compensation package; applicants will be considered for the top end of the range ($41.32 - $47.22) based on experience. The salary is complemented with a comprehensive benefit program, including employer-paid Health/Dental and Life Insurance; and the OMERS Pension Plan effective upon hire.

This position DOES NOT allow for remote working arrangements.

What’s in it for you

• A comprehensive Total Rewards Program including 100% employer-paid health, dental & insurance premiums for full-time employees
• Excellent career development and access to a variety of job opportunities
• Tuition reimbursement for professional development
• Free on-site learning/training programs
• Work-life balance programs & services
• Hybrid remote working arrangements
• Wellness protection for you and your family
• State-of-the-art fitness facilities
• Work in a dynamic, collaborative, progressive, and high-performing service!

About us

Peel Regional Police is the second-largest municipal police service in Ontario and the third largest in Canada, serving more than 1.5 million residents across Brampton, Mississauga, and Toronto Pearson International Airport. With more than 2,400 police officers and over 1,000 civilian employees, Peel Regional Police is dedicated to meeting the needs of its communities and supporting the health and well-being of all members. Recognized as one of the most progressive, innovative, and inclusive police services in the country, Peel Regional Police remains committed to its vision: A Safer Community Together.

The next step is yours!

Qualified persons should apply online by Sunday, March 22, 2026 by 10:59PM. Shortlisted applicants will be contacted via email. Check your inbox regularly, including junk mail. No agency contact and/or referrals, please.

Disclaimer: Peel Regional Police does not utilize Artificial Intelligence (AI) during any stages of the recruitment process.

Applicants in consideration for hire shall be subject to a thorough background investigation that includes, but is not limited to, police checks with local, provincial and out-of-country law enforcement agencies, if required, education credentials, credit and financial inquiries, and personal and work references.

Peel Regional Police is committed to fairness and equity in our recruitment and selection process, and in building and retaining a talented and diverse workforce representative of the community we serve.

As an equal opportunity employer, Peel Regional Police is dedicated to fostering an inclusive and accessible work environment and committed to accommodating the needs of applicants under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA). We encourage applicants to inform Recruitment and Staff Support of any accessibility needs to ensure they are accommodated throughout the recruitment and selection process.