IT Service/Help Desk/part-time- Government, Toronto, Guelph, St. Catharines

Minimum 20 hours/week.  Additional hours are offered based on business need.
 BACKGROUND INFORMATION:
The purpose of the Service Management Branch is to:
•	Provide a single enterprise service desk for all users of OPS Technology
•	Provide consolidated infrastructure service fulfillment and provisioning
•	Provide enabling ITSM processes to support ITS Operations
The OPS IT Service Desk (SD) is a “Tier 1” support services delivery organization. Tier 1 support services are defined as the “first point of contact” for all end-user service interruptions associated with the technical infrastructure that supports the Ontario Public Service (OPS). The SD provides end-user support to 68,000 OPS staff members throughout Ontario.
Incoming incidents and service requests are handled in the following manner:
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2.	SD receives and logs the request in the call management system (ESMT);
3.	SD diagnoses the request to determine needed support services;
4.	SD resolves the request OR dispatches (transfers – assigns) the call to a
5.	Tier 2, Tier 3 or other approved service provider;
6.	SD closes the request upon completion of the required support services.
The SD may either dispatch/transfer/assign an incident or service request to a Tier 2/3 or other service provider through available and approved means used by the SD.