Service Analyst

Overview  Position Purpose and

Summary:

The Service Analyst provides frontline and Tier 2 technical support through the Service Hub, resolving a wide range of service requests and incidents across the University. This role manages operational service areas including user accounts, phones, printing, and access to software tools. The Analyst maintains accurate documentation, contributes to process improvements within their portfolio, and ensures service is delivered in a timely, professional, and Christ-centered manner.
Key Areas of Accountability  Support and Incident Resolution   Monitor and resolve incidents and service requests through multiple channels, ensuring compliance with service level agreements (SLAs).
Customer Experience and Service Culture   Provide consistent, respectful, and solutions-focused service to all users, modeling a Christ-centered approach to customer support.
Service Operations and Continuous Improvement   Escalate unresolved issues and communicate disruptions to stakeholders in a timely and professional manner.
Collaborate with departments to support and enhance services in your portfolio.
Recommend improvements and report on service trends to inform service excellence.
Manage day-to-day support and configuration changes for the University’s phone systems, including Teams and landline services.
Perform account-related tasks such as name/title changes, password resets, onboarding setup, and deactivation of accounts during employee transitions.
Create and update user accounts in the print management system, including general ledger (GL) code updates when needed.
Manage user access and operational support for assigned cloud-based or SaaS tools across the University.
Knowledge Base Management   Create, review, and update documentation for owned services to ensure accurate, accessible, and up-to-date resources.

The Person

Skills And Abilities

Strong written and verbal communication skills
Excellent organizational and time-management abilities
Analytical and methodical approach to troubleshooting
High proficiency in navigating and learning technical systems
Ability to prioritize and resolve requests independently with a customer-centered mindset
Solid understanding of service desk workflows, service level agreements (SLAs), and escalation protocols
Familiarity with account lifecycle tasks (provisioning, updates, deactivation)
Working knowledge of SaaS tools, phone systems, and print management platforms
Awareness of IT support principles related to system access, user management, and common troubleshooting practices
Personal  Driven and inspired by the idea of positively impacting the various marketplaces of life through the development of godly Christian leaders by serving the Trinity Western University community. A dedicated and mature evangelical Christian with an earnest desire to serve in family, church, work, and community. Affirm and support TWU’s mission, values, Statement of Faith, and Community Covenant. Strength of character and reputation, integrity, focused.

A winsome personality with a positive and friendly attitude.
Servant-Leader Way of Life :
Act in a manner that exemplifies Jesus Christ in all on and off-campus contacts thereby living out the servant leadership mission of the university and contributing effectively towards achieving the institutional and Kingdom goals of the organization.
Key Internal Interactions  Key Internal Departments   Information Technology
Service Hub
Office of the Registrar
People & Culture
Faculty and Staff
Reports : n/a
Reports to :
Director of Customer Support Services, IT
Standards & Requirements  Education   Completion of secondary school is required
A university degree or college diploma in business or administration is preferred
ITIL Foundation certification preferred
Experience   2–3 years of experience in customer service, IT support, or helpdesk environments
Experience supporting users in a ticketing system and managing requests across multiple communication channels
Demonstrated ability to work with enterprise applications and perform configuration or user management tasks
Duties and responsibilities that do not constitute a major change may be added,…