Service Centre Analyst

Job Description

Service Centre Analyst

Corporate Services – IT Operations 

Status: (1) Contract Full-time, up to 13 months 

Hiring Range: $81,977 - $92,224 per annum

Work Mode: Hybrid, see below for more details

Location: 10 Peel Centre Drive, Brampton; able to travel to various regional locations

Hours of Work: 35 hours per week; Monday to Friday, flexibility required to work evenings, weekends and holidays, on-call rotation and/or shift work

The Role:

Reporting to the Supervisor Technology Service Centre, the Service Centre Analyst provides prompt and courteous service as the first point of contact for customers when they call or email for assistance. The Service Centre Analyst will focus on resolving information technology incidents or service requests. 

What You’ll Do:

• Provide prompt and courteous customer service over the phone or by email for support for hardware, software, phones, network and applications
• Review and provide initial assessment of the severity and priority of requests
• Track escalated issues/problems and notify supervisor if resolution is not provided to client within the service centre delivery standards
• Using remote access methods, provide support including installations, configuration and troubleshooting
• Dispatch to second level technicians within IT any incidents or service requests that require on-site assistance or second level specialized knowledge or authority
• Capture/record all relevant information for client requests in the service centre software
• Close tickets once the incident or service requests has been completed the customer’s satisfaction
• Provide password reset for voice mail and data network access when required
• Participate as an effective team member for service delivery and problem resolution 
• Identify opportunities to improve the efficiency and effectiveness of the Section and/or the Division
• Work as part of a multidisciplinary team, including other IT staff and departmental staff, contributing requirements and costs to IT project plans, operating plans, implementation plans, and ongoing support of IT services delivery
• Work in partnership with project teams to provide input on new service delivery offerings
• Maintain and upgrades skills in relation to new technologies
• Perform all duties in accordance with IT standards and procedures

What the role requires:

• University or college graduate in computer science or related discipline with minimum 3 years experience in a progressive IT environment or an equivalent combination of education and experience may be considered
• Proficiency with Windows 10/MAC operating systems, Microsoft productivity software, Microsoft Outlook/O365, Edge, Avaya telephone system/sets, end-user computers (desktops, notebooks, tablets), print/fax/copy technologies, end-user mobility devices (smart phones/IOS devices - iPhones & iPads); ServiceNow
• Able to travel to various regional locations; and able to work evenings, weekends and holidays, on-call rotation and/or shift work
• Lifting of equipment routinely required.

Skills and Abilities:

• Demonstrated attention to detail, practical problem-solving abilities, ability to proactively identify opportunities and quickly implement solutions
• Strong interpersonal and communication skills to build and foster partnerships with clients, technical team, and management in an audience-friendly manner
• Driven to continual improvement of processes and working environment
• Able to handle fluctuating workloads, conflicting priorities and concurrent activities
• Able to work independently and has the desire to learn and share knowledge with team members
• Strong team player with excellent customer service skills along with a demonstrated commitment to service excellence, quality and client communication
• Demonstrated analytical skills along with excellent organizational and time management skills with the ability to work independently or as part of a team
• Exercise sound judgement and make decisions within scope of position
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias

Nice to have: 

• Aware of best practices in Information Technology service delivery such as SDLC, PMBOK, COBIT and ITIL

Join us—be bold, think big, and help shape a better tomorrow.

Perks That Make Work Fun (and Your Life Easier)!

At Peel Region, we believe in taking care of you. Here's what you'll enjoy when you join our team:

• Top-Notch Benefits: Comprehensive Health, Dental, and Vision plan (yes, even psychological health coverage) — starting on your very first day!
• OMERS Pension Plan: Voluntary enrolment to help secure your future with peace of mind.
• Vacation Time That Grows: Start with 3 weeks of vacation per year— because work-life balance is important!
• Personal Days Just for You: Enjoy 3 paid personal days and floating holidays to recharge whenever you need.
• Wellness First: Flexible hours to fit your lifestyle and prioritize your health and well-being.
• Performance Pays Off: Annual performance reviews with merit increases — your hard work is recognized and rewarded!
• Supportive, Respectful Culture: Work in an environment where leadership truly cares and inclusivity is celebrated.
• Learning & Growth: Access to tuition reimbursement and tons of development resources to keep you growing — whether in your career or on a personal level.

We’ve got you covered — because we know happy, healthy people do their best work! 🎉

Work Mode & Job Location: In this role, you’ll benefit from the flexibility of a hybrid work arrangement that prioritizes meaningful in-person connection. A minimum of two days per week on-site is expected along with occasional travel to attend site inspections or meetings at Regional facilities or as operational needs evolve. This arrangement allows for a blend of in person and hybrid work that adapts to support both organizational priorities and employee flexibility and is subject to change over time.

Peel Region offers job based flexible hours of work that allows employees to manage personal and professional responsibilities while at the same time ensures business operational needs and customer service expectations are achieved.    

Interview: Our recruitment process will be completed with video conference technology.  

Kindly ensure to regularly monitor your spam and junk email folders, as important communications regarding your application may be directed there.

About Us

Peel Region consists of the cities of Brampton and Mississauga, and the town of Caledon.  Peel Region delivers essential services to more than 1.5 million residents and approximately 200,000 businesses.

We’re working to create a community that is safe, inclusive, and accessible.  A place where everyone feels they belong and can access the services they need to thrive throughout each stage of life.

Our workforce is 6,700 strong and since 1974, we’ve been delivering a wide range of resident focused services. Our services include paramedic services, health programs, long-term care and services for seniors, child care support, garbage collection and recycling, waste water and water treatment, road maintenance, financial assistance, and housing support. 

Recognized by Canada's Healthy Workplace Month® with the Great Employer Award presented by Excellence Canada, Peel Region is a place where everyone feels they belong. We strive to develop a workplace that values and respects diversity, practices inclusion, recognizes the unique contributions and abilities of all people and facilitates innovative thinking. At Peel Region, people come first. Each employee has an important role within our community and when we work together, it’s impactful. We encourage you to join us in delivering essential services and programs to our diverse community. You won't find a better opportunity than Peel Region.

Additional Information

Peel Region is committed to a diverse and inclusive workplace where everyone is respected and valued for their contributions, and where everyone is treated fairly and has opportunity to grow and develop. As one of the most diverse regions in Canada, we are committed to establishing a qualified workforce that is reflective of the population we serve.Peel Region is committed to providing accommodations throughout the recruitment process, upon request. If you require accommodation, please notify us and we will work with you to meet your needs. Accessible formats and communication supports are available. Please contact [email protected] 

Please be advised, Peel Region uses email to communicate with applicants for open job competitions and does not use AI technology in any part of the recruitment process. It is the applicant’s responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence via email (i.e., testing bookings, interview dates), it is imperative that applicants check their email regularly. If we do not hear back from applicants, we will assume that you are no longer interested in the position and your application will be removed from the competition.

Compensation: 81977 to 102471 (CAD)