IT Service Desk Analyst

Application Restrictions
Open to both Internal and external
Job Type
Support Staff (CUPE)
Posting In effect from
22/3/2024
Closing Application Date
9/4/2024
Closing date for internal CUPE applicants
9/4/2024

Applications will be reviewed commencing the “closing date for internal CUPE applicants” and may continue until the position is filled.

Internal CUPE applicants must submit their application by 4pm on the “closing date for internal CUPE applicants” for their Seniority to be recognized.  Applications received after the "closing date for internal CUPE applicants" will be considered alongside external applicants. 

Full/Part Time
Full Time
Support Type
Auxiliary (Over 4 Months)
Anticipated Start Date
15/4/2024
Position End Date (If Applicable)
28/2/2026
The Hours of work are subject to change depending upon departmental requirements
Schedule
Varied
Schedule Description
A 7hr shift between 8am-6pm M-F
DUTIES

Reporting to the Supervisor/Lead, IT Service Desk, this position is IT Services single point of contact for students, staff and faculty that require IT support.  The primary modes of contact are by telephone, email and face-to-face.  As the first point of contact, IT Service Desk Analysts often recognize when a major IT issue has occurred and escalate those concerns to management.  

MAJOR DUTIES & RESPONSIBILITIES

Responds to requests from numerous contact points (ITS Portal, email, telephone and face-to-face).  

Creates ITS Portal tickets to document incident or service request, resolution and/or escalation.  “Owns” and completes requests as much as possible.  Provides clients and technicians with status updates on job requests, answers any questions that clients may have, and updates job tickets.

Investigates problems using troubleshooting, communication and technological knowledge and brings the incident or service request to resolution. 

Actively participates in the creation of new accounts and monitors the account creation process. 

Supporting and rerouting system and application access requests outside of the account creation process.

Escalates major IT incidents to the appropriate area within IT Services.

Uses remote tools to access a client’s computer and take corrective action or installation to resolve incident or service request.

Develops procedural steps to resolve incidents or service requests by identifying the facts, researching new information, analyzing options, and developing implementation plans.

Maintains the IT Services Portal by updating the Knowledge Base, walking clients through ticket creation, and maintaining the Service Catalogue.

Provides functional advice and guidance related to Institution’s standard practices in relation to IT Services.

Arranges for hardware repairs by coordinating with external equipment vendors.

Installs approved software. 

REPORTS TO
Manager, IT Client Services

QUALIFICATIONS

EDUCATION

• Grade 12 plus two year post-secondary Diploma in Computing Science or equivalent.

EXPERIENCE
Two years direct experience including:

• Experience working at a call centre or help desk with ACD where the daily, ongoing, primary function was responding to customer contact requests
• Experience in a fast-paced environment where exceptional service and customer satisfaction is a key element
• Experience in face-to-face technical support or sales

SKILLS, KNOWLEDGE OR ABILITIES RELATED TO THE JOB

• Demonstrated knowledge of computer systems and applications
• Ability to deal courteously, tactfully, and persuasively with students, staff, faculty, and the general public
• Excellent listening, verbal and written communication skills
• Ability to show empathy in difficult customer situations
• Ability to communicate effectively both verbally and in writing
• Technical trouble-shooting skills
• Ability to work independently as well as part of a team
• Ability to plan, organize and prioritize tasks, meet deadlines, and maintain accuracy
• Detail oriented while dealing with a quickly changing workload

WORKING CONDITIONS

• Sitting for long periods of time in an office environment
• Ability to lift weights up to 10 kg

 

The salary for the above position is determined by the Collective Agreement with the Canadian Union of Public Employees, Local 4879, as it presently exists.
Pay Band
$30.68 - $34.09 ( CUPE Grade 08 (90% - 100%) )
Salary rate
Please Note: This position may be subject to a 90% salary for the first 560 hours of employment.
Location
Kamloops, BC CA (Primary)
# of Hires Needed
1
Organizational Unit
Thompson Rivers University -> Information Technology Services -> IT Client Services
Diversity and Inclusion Commitment:
Thompson Rivers University is strongly committed to hiring based on merit with a focus on fostering diversity of thought within our community. We welcome those who would contribute to the further diversification of our staff, our faculty and its scholarship including, but not limited to, women, Indigenous, Black and People of Colour, persons with disabilities and persons of any sexual orientation or gender identity. Please note that all qualified candidates are encouraged to apply, however applications from Canadians and permanent residents will be given priority.

NOTE: To learn more about Thompson Rivers University or living in Kamloops or Williams Lake please visit our Careers website . External Candidates invited to interview will be required to bring a copy of their transcripts to the interview.