Analyst I, Service Desk

at  University of the Fraser Valley

JOB SUMMARY

The Service Desk Analyst I (SDA1) provides first point of contact support,
including assessment, investigation, diagnosis and resolution for incidents and
service requests for all services provided by IT Services (ITS). The SDA1
provides high caliber customer service and supports users both remotely and in
person to diagnose and resolve problems relating to accessing and using the
UFV network. The UFV network includes, but is not limited to, printing, telephony,
using UFV applications, audio-visual systems, software/hardware in labs and
classrooms and client computing devices.
The SDA1 role is responsible for ensuring client requirements are met in terms of
communication, documentation, prioritization, escalation, and resolution of
incidents as well as the fulfillment of service requests following established
procedures. This includes escalation of incidents when considered appropriate
and necessary to maintain (Service Level Agreement) SLA expectations.
Problem resolution may involve the use of diagnostic and help request tracking
tools, as well as providing in-person, hand-on support at the Service Desk.
This position works in both the Abbotsford and Chilliwack campuses and will work evenings and Saturdays as scheduled.

QUALIFICATIONS

• Diploma in Information Technology or related discipline form an accredited post secondary institution.
• One (1) year of related experience supporting a variety of technology such as desktops (Windows / Mac), audio visual equipment, printers, infrastructure (DNS, networking, applications, software and associate peripheral equipment).
• Information Technology Infrastructure Library (ITIL) certification an asset.
• Help Desk Institute (HDI) certification an asset.
• Experience working within a Service Desk ITSM or ticketing tool.
• Experience providing user support in a Microsoft Active Directory environment.
• Experience with the installation, maintenance, troubleshooting, and upgrade of computer operating systems, hardware, software and peripherals.
• Experience providing support using remote tools over telephone, chat or email.
• Excellent customer service skills, interpersonal skills, and conflict resolution skills.
• Excellent organizational, analytical reasoning and problem-solving skills.
• Excellent communication skills (verbal and written).
• Detail oriented, able to approach problems logically.
• Ability to work independently and within a team environment.
• Ability to maintain confidentiality and handle sensitive data using discretion.
• Proficiency in the use of remote desktop management and support tools.
• Ability to arrange suitable transportation when travelling to work at other locations.

Please refer the Job description for details