Hybrid Service Desk Analyst I

at University of Alberta

• Job title: Service Desk Analyst I
• Job type: Full Time
• Experience level: Junior
• Salary: CA$50,837 - CA$68,637 per year
• Degree requirement: Professional Certificate
• Tech skills: Android, Cloud, iOS, Linux, Unix
• Location requirements: Hybrid, Edmonton, Canada

About the role

• IT Service Desk Analyst serving as primary technical support for University of Alberta's 180,000+ users. Engaging in service requests and ensuring effective IT and digital service utilization.

Responsibilities

• 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 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 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 or 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

Requirements

• 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 Freshservice 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

Benefits

• comprehensive benefits package