Service Desk Analyst 1

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 indicate your internal status using the "Advertisement" drop down menu when applying.

This position will remain open until filled, we will do an initial review of the resumes on October 22, 2021. 

Reporting to the Team Lead, Service Desk, the Service Desk Analyst is the first point of contact for technical support to all University faculty, staff and students for all computer related support. This position is the single point of contact for the 180,000+ students, staff, faculty, alumni, professors, and community members to access IT service and support from Shared Services. 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 email, chat and over the telephone regarding computing problems; focusing on completing the interaction and escalates requests to the second or third level if necessary
• Takes ownership of all incoming interactions, escalating more complex interactions if required, and following the interaction through to resolution to gain knowledge where appropriate 
• Provides support to clients in various areas of computer platforms and operating systems; primarily with Windows and Macintosh with basic support for UNIX and Linux
• Provides support for various mobile devices, including Apple iOS and Android, including support for connecting and troubleshooting systems and mobile devices to wired and wireless networks
• Provides support for uAlberta Google Apps, including Mail, Calendar, Documents, and identity management with the Campus Computing ID (CCID)
• Provides support for A/V IT equipment in IST Smart Classrooms and other A/V IT-enabled learning, research, and administrative rooms
• Assists clients in the setup and installation of desktop software such as Microsoft Office programs (Word, Excel, PowerPoint)
• Tracks and records problems in a centrally-managed ticketing system both accurately and concisely
• Develops and updates knowledge-based articles and other online help tools designed to assist University faculty, staff and students in resolving their issues

Qualifications, Knowledge and Skills: 

• 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
• Help Desk Institute – Support Center Analyst Certification is an asset
• IT Infrastructure Library (ITIL) – Foundations v3 Certification is an asset
• Experience with ServiceNow 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

COVID-19 Vaccination: Proof of full vaccination against COVID-19 in compliance with the University’s COVID-19 Vaccination Directive. Fully Vaccinated means a status an individual achieves 14 days after having received the recommended number of doses of a COVID-19 vaccine approved by Health Canada or the World Health Organization, and requires the individual to maintain the recommended number and type of vaccine doses as updated and required by Health Canada thereafter.

Note: Online applications are accepted until midnight Mountain Standard Time of the closing date.

We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.