Service Desk Analyst

Please note that the incumbent may be required to work day and/or evening shifts as well as irregular hours during weekends upon request

The successful candidate must obtain a leave of absence from their current and substantive position, where applicable. Permission for such leave must not be unreasonably withheld.

If you are an internal applicant, please make sure to update your current union status in your candidate profile each time you apply for a vacancy. Internal candidates will be given priority consideration at this time. Please note: Carleton University encourages applications from all qualified candidates.

Job Number:  J0722-0607

Job Title:  Service Desk Analyst

Job Type:  Career Development Assignment (CDA)

Department:  Client Services

Job Category:  Information Technology

Number of Positions:  1

Date Posted (dd/mm/yyyy):  02/08/2022

Closing Date (dd/mm/yyyy):  09/08/2022

Salary (with Salary Rate):  58,839.00 - 64,802.00/Year

Assignment Duration From:  01/08/2022

Assignment Duration To:  23/12/2022

Employee Group:  CUPE 2424

Salary Level:  8R

Hours Per Week:  35

Date Position Available:  01/08/2022

Carleton is a smart, caring and connected community that inspires and empowers individuals to become change leaders who drive impact in the world. Carleton's faculty and staff strive to provide a superior learning experience for our learners who hail from every province and from over 100 countries around the world. Situated on a beautiful campus bordered by the Rideau River and Canal, Carleton is just minutes from the heart of our nation's government and enjoys easy access to the many organizations, associations and businesses which thrive in Ottawa.

The Service Desk Analyst works under the supervision of the ITS Service Desk Supervisor to provide technical support to faculty, staff and students. Operating as a single point of contact for service, the Analyst provides front line telephone, walk-in, and/or on-site consulting support by logging and handling all incidents from the point they are Opened through to formal Closure. Duties include troubleshooting, diagnosing, and solving a wide variety of hardware and software problems; providing one-stop support for students in residence; creating and modifying computer accounts and modifying access rights for clients; reporting emergency issues and outages to internal ITS departments and informing the client community; providing training and documentation to other employees and the client community. The Analyst functions as a member of the Service Desk team, working closely with Co-op students, Student Consultants and other ITS staff. During duty days, the Analyst provides in-depth research and troubleshooting, and on-site support for specific, complex, client problems.

The incumbent must possess the following qualifications:
• Superior customer service and communications skills.
• The ability to work well under pressure is a requirement of the position.
• The ability to be proactive in dealing with customer problems, finding solutions, communicating with and acting as an advocate for the customer.
• The ability to collect and review customer service metrics, establishing service limits and monitoring progress against these targets. This is a key component of establishing a continuous improvement process to understand.
• The ability to troubleshoot problems and to explain computerrelated concepts clearly to non-technical clients.
• Highly organized and be able to prioritize tasks in a busy environment.
• A thorough knowledge of and experience with the campus computing environment is required, as well as knowledge of a wide variety of commonly used applications packages including Office Suites, statistical software, electronic mail and anti-virus software.
• Able to provide training sessions in a classroom environment, as well as to write clear, concise documentation to be used as handouts to clients or to be placed on the web for reference.

The above is normally acquired through the completion of:
• Completion of three years of post-secondary education in a relevant discipline and MCSE or equivalent vendor certification required.
• Five (5) years of work experience in a computing environment with at least two years involving PC support

Carleton University and CUPE 2424 re currently completing a joint job evaluation and pay equity project. The University and the Union are working together to describe the skills, effort, responsibilities and working conditions associated with every CUPE 2424 job, including this one. As a result, the job description that is currently associated with this posting (for recruitment purposes) may be revised to reflect the actual duties captured in the new job descriptions.

By applying for this job you are acknowledging that the actual duties associated with this job may differ somewhat from those identified in the job posting and that you will agree to perform the duties of this job as determined through the joint job evaluation process.

Equivalencies will be considered. Applicants are encouraged to provide information which may demonstrate equivalent qualifications. Please note that applicants may be required to complete an employment test as part of the selection process for this position. Those applicants that are selected for an interview will be requested to contact the Human Resource Advisor assigned to this competition as soon as possible to discuss any accommodation requirements. Arrangements will be made to accommodate your request in a timely manner. Carleton University is strongly committed to fostering diversity within its community as a source of excellence, cultural enrichment, and social strength. We welcome those who would contribute to the further diversification of our University including, but not limited to: women; visible minorities; First Nations, Inuit and Métis peoples; persons with disabilities; and persons of any sexual orientation or gender identity and expressions.

This position is required to work on campus. Exceptionally, since March 2020, many staff and faculty at Carleton University have been working from home in order to comply with public health requirements while continuing to provide services to support the operational functioning of the university. We are currently in the process of identifying positions that need to work on campus as part of our return to campus process. This position may be required to work temporarily remotely due to public health requirements or it may have been identified as one of the roles that are required to work on campus. If this position is required to work on campus, the successful candidate will be informed of the health and safety measures that are in place to ensure their safety on campus. If there is a requirement to work remotely (it is possible that there could be a requirement to work both remotely and on campus), the successful candidate will work with the manager to set up a remote work environment including discussing appropriate technology and requirements. Please note that once public health requirements permit, Carleton University will resume normal on campus operations and at that point there will be a timely notification provided by the manager and the requirement to working full time physically onsite will resume. Therefore, we are looking for candidates currently in or looking to relocate to the Ottawa area.

Additionally, Carleton University is continuing to maintain a safe work environment and requires mandatory vaccination against COVID-19 as per Public Health recommendations under the Reopening Ontario Act. As Carleton University requires that staff be available to attend on-campus meetings and to work, as required, in person, the successful candidate will be required to comply with this policy and be fully vaccinated before commencing employment. Subject to permitted exemptions under the Ontario Human Rights Code, if you are the successful candidate, your offer of employment will be conditional upon you attesting that you are fully vaccinated with a course of vaccines that have been approved by Health Canada and submitting appropriate proof of vaccination.

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