Service Desk Analyst

Responsibilities

• Provides 1st level technical support to customers in accordance with well-defined Service Desk principles; aims for 1st call resolution and implements solutions that provide long-term benefit and increased efficiency in university operations; analyzes user requests/incidents/problems and provides workable solutions whenever possible
• Arranges for the resolution of incidents and/or problems outside the scope of the Service Desk by escalation to second and third level support by entering the incident or problem into the Service Management system
• Provides second or third level support for their areas of expertise
• Provides information regarding ICT policies, procedures, and hardware and software standards to all levels of the university community
• Documents problem trends to advise management on possible systemic issues and/or training requirements
• Troubleshoots computers and associated peripherals
• Demonstrates, recommends, and supports University-standard computer software on University-owned computers
• Administers user access and upgrades on University-licensed software
• Carries out other user support activities as directed by the Manager, ICT Service Desk
• Ensures that service requests and incidents are logged, assigned, and resolved in accordance with service level commitments
• Identifies training needs for users and communicates to the Manager, ICT Service Desk
• Escalates end-user issues to second and third tier support within the ICT organization and may track issues for knowledge base purposes
• Develops, documents and implements technical support operating procedures; suggests system modifications to improve service delivery
• Works on projects as required
• Provides frontline identity and access operations support by completing standardized, low-risk account lifecycle tasks across enterprise systems such as Active Directory, Entra , Exchange, SharePoint, and Microsoft Teams

• Community College and 2 years of work experience in a technical support-related field or Call Center/Help Desk environment as a 1st level support specialist or consultant
• Strong problem solving, negotiation and prioritizing abilities in a multi-task environment
• Technical experience in Microsoft 365, Windows operating systems, Outlook, Adobe PDF Creator, Foxit, web browsers such as Edge, Chrome, Firefox, active directory, wireless connectivity, basic network connectivity including IP addresses
• Must demonstrate exceptional customer service skills
• Proven ability to work under deadlines and manage changing priorities
• Attention to detail and accuracy is critical
• Strong knowledge of user support processes and practices
• Ability to communicate effectively both orally and in writing including ability to support and communicate effectively with staff, faculty, and students with limited IT knowledge
• Ability to establish and maintain effective working relationships with all levels of co-workers, faculty and staff
• Knowledge of AI tools such as Microsoft Copilot
• A+ and ITIL certification an asset