Service Desk Analyst

Competition 1344

This competition is open to all applicants however; internal candidates and applicants who were former employees of the University of Alberta in the past 18 months will be given priority consideration before external candidates. Please log in to verify your internal candidate status.

This competition may be used to fill multiple positions.

This position is a part of the Non-Academic Staff Association (NASA).

This position offers a comprehensive benefits package which can be viewed at: Faculty & Staff Benefits.

Location - Work primarily takes place at Enterprise Square, Edmonton. This role is hybrid with a mix of remote and in-person.

Working at the University of Alberta

The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Métis, Inuit and all FirstPeoples of Canada, whose presence continues to enrich our vibrant community.

The University of Alberta is a community of knowledge seekers, change makers and world shapers who lead with purpose each and every day. We are home to over 14,000 faculty and staff, more than 40,000 students and a growing community of 300,000 alumni worldwide.

Your work will have a meaningful influence on a fascinating cross-section of people — from our students and community members, to our renowned researchers and innovators, making discoveries and generating solutions that make the world healthier, safer, stronger and more just. Learn more.

Working for the Shared Services - Staff Service Centre

The Shared Services - Staff Service Centre provides a single point of contact for the university community to contact for information and assistance with a range of matters related to human resources, finance, and information technology.  

We will provide advice, guidance and leadership with structured process, quality, and accuracy and a strong emphasis on delivering exceptional service and enhancing the client experience.

Shared Services is a highly skilled, integrated team that provides service excellence in delivering, supporting, and innovating the diverse catalogue of services we are responsible for.  

Position 

As a member of the IT Service Desk team with the Shared Services - Staff Service Centre, and reporting to the Team Lead, IT Service Desk, IT Service Desk analysts serve as the first tier for technical support with University digital resources and assets.

This position is the single point of contact for the 200,000+ students, staff, faculty, alumni, professors, and community members to access IT services and support from Shared Services and other support teams within the university.

The successful candidates can look forward to an energetic, professional team environment where there is a commitment to personal and professional growth.

Duties 

• Processes queries and requests, and offers remote support for users via the IT Service Management system (Freshservice), chat, and over the telephone for a variety of IT support requests, focusing on resolving the interaction or escalating to other support teams/units as necessary
• Takes ownership of all interactions, and follows interactions through to resolution to gain knowledge where appropriate
• Provides support to clients in various areas of physical and virtual computing platforms and operating systems; primarily Windows and Mac platforms with basic support for UNIX and Linux
• Provides support for mobile devices, including Apple iOS and Android, including support for connecting and troubleshooting systems and mobile devices to University networks
• Provides support for applications and software platforms such as the University of Alberta Google Apps, including Mail, Calendar, Documents, and identity management for Campus Computing IDs (CCID) and Windows Domain User Accounts
• Provides remote support for A/V IT equipment in Smart Classrooms and other A/V IT-enabled learning, research, and administrative rooms
• Assists clients in the setup and installation of various desktop software such as Microsoft Office programs (Word, Excel, PowerPoint) and Adobe Creative Cloud
• Tracks and records interactions and problems in a centrally-managed ticketing system both accurately and concisely
• Reference, develop, and update knowledge-base articles and other support tools/resources designed to assist University faculty, staff, and students in resolving their issues
• Prioritizes and categorizes all incoming interactions; escalates more complex interactions to the appropriate support team for resolution
• Understands work functions and liaises with other University IT service units including IST, Augustana, Campus Services, Campus Saint-Jean, and other support units 

Qualifications

• Computer Technology certificate; post-secondary diploma in Computer Technology or A+ certification; equivalent combinations of education and experience will be considered
• 1 to 2 years of experience as technical support on a service desk or call center
• Industry IT Certifications are considered an asset
• Experience with Freshservice and Google Workspace is considered an asset
• Ability to manage multiple priorities
• Ability to understand and analyze user computing problems and needs
• Ability to describe complex concepts and procedures in terms the clients will understand and follow verbally and in writing
• Excellent verbal and written communication skills
• Intuitive and empathetic listening skills
• Customer service-related experience is a strong asset