Service Desk Analyst

To display this page you need a browser with JavaScript support.

The Analyst may be required to work day and/or evening shifts as well as irregular hours during weekends upon request.

If you are an internal applicant belonging to a union (CUPE 2424, CUPE 910 or OPSEU 404), please make sure to update your current union status in your candidate profile each time you apply for a vacant position.
Internal “unionized” candidates with priority status will be given first consideration. Please note:
Carleton University encourages applications from all qualified candidates.

Job Number: J

Job Title:

Service Desk Analyst

Job Type: Continuing Full Time

Department:
Client Services

Job Category:
Information Technology

Number of Positions: 1

Date Posted (dd/mm/yyyy): 21/07/2026

Closing Date (dd/mm/yyyy): 28/07/2026

Salary (with Salary Rate): 67,858./Year

Employee Group: CUPE 2424

Salary Level: 8R

Hours Per Week: 35

Date Position Available: 15/05/2026

Carleton University is situated on unceded Algonquin territory and bordered by the Rideau River and the Rideau Canal, a UNESCO World Heritage site, in Ottawa, Ontario. The university is just minutes from the heart of our nation's government and G-7 organizations and this capital advantage provides opportunities for staff and faculty and students to make a positive impact in our community and around the world.

Named a Top 100 Employer in 2023, 2024 and 2025, and a National Capital Region Top Employer for 10 consecutive years, Carleton University is one of Canada’s most resourceful and productive hubs of learning and research, fuelling a rich talent pipeline that is supporting social and economic renewal. The university’s smart, caring and connected community inspires and empowers individuals to become change leaders who drive impact in the world while challenging conventional modes of thinking and doing.

At Carleton, we are committed to fostering an innovative, equitable and welcoming work environment. Carleton is also a nationally certified Healthy Workplace and is a recipient of the Canada Awards for Excellence, Healthy Workplace Order of Excellence and Platinum Level Certification for Mental Health at Work.

The university’s Strategic Integrated Plan  is an ambitious vision for the future, anchored in Carleton’s strengths and student-centric, community-engaged values.

The Service Desk Analyst works under the supervision of the ITS Service Desk Supervisor to provide technology services and support to affiliates, faculty, staff, and students. The Analyst provides front line telephone, walk-in, email, service management portal and/or on-site consulting support and solutions by handling incidents from origin through to closure. Duties include troubleshooting, diagnosis, provisioning, guidance, training, and problem solving for a wide variety of technological services and support requests.

The analyst functions as a Service Desk team member, working closely with all staff, faculty members, students, student consultants, ITS staff, and Computing Service Units (CSUs).

The incumbent must possess the following qualifications:

• Ability to work well under pressure is a requirement of the position.
• Excellent customer service, communication, problem identification and resolution skills.
• Committed to engaging customers in a collaborative and proficient manner and is expected to be proactive in dealing with customer problems, finding solutions, communicating with and acting as an advocate for Carleton U community members.
• Ability to collect and review customer service metrics, which are used in establishing service limits and monitoring progress against these targets.
• Ability to troubleshoot problems and to explain computing related concepts clearly to non-technical clients.
• Highly organized and be able to prioritize tasks in a busy environment.
• Thorough knowledge of and experience with the campus computing environment is required
• Knowledge of a wide variety of commonly used applications currently and previously in use including but not limited to: email, word processing, spreadsheets, calendars, file sharing and storage, remote…