Service Desk Analyst

Capilano University is named after Chief Joe Capilano, an important leader of the Skwxwú7mesh (Squamish) Nation of the Coast Salish Peoples. We respectfully acknowledge that our campuses are located on the territories of the LíỈwat, xʷməθkʷəỷəm (Musqueam), shíshálh (Sechelt), Skwxwú7mesh (Squamish) and SəỈílwətaʔ/Selilwitulh (Tsleil-Waututh) Nations.

At CapU we are committed to supporting a campus community that is both diverse and inclusive. We believe that diversity within our workforce is essential in creating both an exceptional student, and employee experience. As part of this ongoing commitment, we strive to ensure that our recruitment campaigns are proudly reflective of the community we serve. We actively seek applications from Indigenous peoples, the 2

SLGBTQ+ community, persons with disabilities as well as members of groups that experience discrimination based on race, ethnicity, gender identity, sexual orientation, place of origin, ancestry, and religion as we acknowledge the value each individual brings to the CapU community through their lived experiences.

To help us focus our efforts, we ask all applicants, should they wish, to complete a short anonymous questionnaire. The questionnaire results are not connected to you or your application, and do not form part of the selection process. Simply, the goal of collecting this anonymous data is to better understand our organizational reach, while continuously aiming to improve the diversity of our applicant pool.

Should you require accommodations during the hiring process please reach out to Jeremy Orsted, Manager, Talent Acquisition at

JR100115

Service Desk Analyst

Support Staff

Regular Full time

August 24, 2026

N/A

Service Desk

North Vancouver

31.55 CAD hourly based on 35 hours per week (with increments up to 35.47 CAD)

Reporting to the Manager, Customer Experience – Client Services/Helpdesk, Digital Technology Services (DTS), the Service Desk Analyst will provide technical and customer service in support of systems within the university community. The incumbent in this position is primarily responsible for Tier 1 support, diagnosis of incidents, prioritizing requests correctly, escalating to tier 2 support as needed and provisioning service requests through various modalities such as the library desk, telephone, chat, ITSM system, email etc.

• Provide support and contribute to a standard knowledge management system that can be leveraged and contributed to by the DTS department.
• Provide regular updates to ticket requestors in a timely fashion.
• Escalate appropriately service tickets and proactively supports tier 2 as required.
• Support account management for the on boarding and off boarding processes for DTS systems ensuring that access management is maintained.
• Provide updates to the asset and inventory system ensuring accurate asset information and quality control of equipment and other technology is maintained.
• Review and follow ITSM processes based on ITIL framework to provide tier 1 support.
• Contribute to the agenda and material for change advisory board (CAB) meetings as required.
• Submit communications that are to be sent to the university community regarding DTS outages, downtimes, and releases to production systems on behalf of DTS teams.
• Collaborate with cross-functional DTS team members in providing tier 1 support.
• Identify potential risks and vulnerabilities in systems and collaborate with the DTS cybersecurity team to implement security measures ensuring that DTS systems are well protected against unauthorized access, malware, and other security threats.
• Collaborate with the university community and DTS teams to understand the needs, priorities, and challenges, fostering productive partnerships and alignment of technology solutions with university goals.
• Performs other duties related to the requirements and qualifications of the position.

• Experience and knowledge of working with ITSM processes and ITIL…