Service Desk Analyst 1

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

This position has a term length of one year plus a day and offers a comprehensive benefits package which can be viewed at: Faculty & Staff Benefits .

Location - Enterprise Square. This role is hybrid with a mix of remote and in person

Working for 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 First Peoples of Canada, whose presence continues to enrich our vibrant community.

The University of Alberta is teeming with change makers, community builders, and world shapers who lead with purpose each and every day. We are home to more than 40,000 students in 200+ undergraduate and 500+ graduate programs, over 13,000 faculty and staff, 260,000 alumni worldwide and have been recognized as one of Canada’s Greenest Employers for over a decade.

Your work will have a meaningful influence on a fascinating cross section of people—from our students and stakeholders, to our renowned researchers and innovators who are quite literally curing diseases, making discoveries and generating solutions that make the world healthier, safer, stronger, and more just. 

Department summary

The vision for Shared Services is to build a close-knit community of smart, approachable people who collaborate, exchange knowledge and identify solutions. 

As a key member of this team, you can expect to feel empowered in the support & guidance you provided to your team, as you assist them in their career growth by modeling critical thinking, emphasizing relationship-building and encouraging and helping to facilitate ongoing learning opportunities.

We will provide advice, guidance and leadership in process, quality and accuracy. Shared Services is a highly-educated, integrated team that provides service excellence in delivering and innovating the diverse catalogue of services we are responsible for.

Ultimately, we create a human, positive experience when it comes to problem solving.

Position summary

Reporting to the Team Lead, IT 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 and other support teams. 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 for a variety of IT support requests, focusing on completing the interaction and escalating requests to other support teams/units as necessary
• Takes ownership of all interactions, and following 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 with Windows and Mac 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 applications and software platforms such as uAlberta 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 Outlook) 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 online help tools 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
• 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

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.