Service Analyst at Trinity Western University

Township of Langley, British Columbia, Canada -

Full Time

Start Date

Immediate

Expiry Date

30 Jul, 26

Salary

53000.0

Posted On

01 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical support, Incident resolution, Customer service, Troubleshooting, Service level agreements, User account management, Phone system configuration, SaaS tools management, Print management, Documentation, Communication skills, Time management, Organizational skills, IT support principles, Ticketing systems

Industry

Description

Position Purpose and Summary The Service Analyst provides frontline and Tier 2 technical support through the Service Hub, resolving a wide range of service requests and incidents across the University. This role manages operational service areas including user accounts, phones, printing, and access to software tools, while also supporting internal coordination and administrative tasks related to service delivery. The Analyst maintains accurate documentation, contributes to process improvements within their portfolio, and ensures service is delivered in a timely, professional, and Christ-centered manner. Key Areas of Accountability Support and Incident Resolution * Monitor and resolve incidents and service requests through multiple channels, ensuring compliance with service level agreements (SLAs). Customer Experience and Service Culture * Provide consistent, respectful, and solutions-focused service to all users, modeling a Christ-centered approach to customer support. Service Operations and Continuous Improvement * Escalate unresolved issues and communicate disruptions to stakeholders in a timely and professional manner. * Collaborate with departments to support and enhance services in your portfolio. * Recommend improvements and report on service trends to inform service excellence. * Manage day-to-day support and configuration changes for the University’s phone systems, including Teams and landline services. * Perform account-related tasks such as name/title changes, password resets, onboarding setup, and deactivation of accounts during employee transitions. * Create and update user accounts in the print management system, including general ledger (GL) code updates when needed. * Manage user access and operational support for assigned cloud-based or SaaS tools across the University. * Provide administrator support for service operations, including basic record-keeping, internal coordination, and follow-up on routine departmental tasks Knowledge Base Management * Create, review, and update documentation for owned services to ensure accurate, accessible, and up-to-date resources. The Person Skills and Abilities * Strong written and verbal communication skills * Excellent organizational and time-management abilities * Analytical and methodical approach to troubleshooting * High proficiency in navigating and learning technical systems * Ability to prioritize and resolve requests independently with a customer-centered mindset * Solid understanding of service desk workflows, service level agreements (SLAs), and escalation protocols * Familiarity with account lifecycle tasks (provisioning, updates, deactivation) * Working knowledge of SaaS tools, phone systems, and print management platforms * Awareness of IT support principles related to system access, user management, and common troubleshooting practices Personal Driven and inspired by the idea of positively impacting the various marketplaces of life through the development of godly Christian leaders by serving the Trinity Western University community. A dedicated and mature evangelical Christian with an earnest desire to serve in family, church, work, and community. Affirm and support TWU’s mission, values, Statement of Faith, and Community Covenant. Strength of character and reputation, integrity, focused. A winsome personality with a positive and friendly attitude. Servant-Leader Way of Life: Act in a manner that exemplifies Jesus Christ in all on and off-campus contacts thereby living out the servant leadership mission of the university and contributing effectively towards achieving the institutional and Kingdom goals of the organization. Key Internal Interactions Key Internal Departments: * Information Technology * Service Hub * Office of the Registrar * People & Culture * Faculty and Staff Reports: n/a Reports to: Director of Customer Support Services, IT Standards & Requirements Education: * Completion of secondary school is required * A university degree or college diploma in business or administration is preferred * ITIL Foundation certification preferred Experience: * 2–3 years of experience in customer service, IT support, or helpdesk environments * Experience supporting users in a ticketing system and managing requests across multiple communication channels * Demonstrated ability to work with enterprise applications and perform configuration or user management tasks Duties and responsibilities that do not constitute a major change may be added, deleted or changed at any time at the discretion of the supervisor either orally or in writing. Benefits Of Working at TWU: * A comprehensive benefits package which includes extended health, dental, and insurance and an RRSP matching program. * Annual statutory holidays (14) with generous vacation accruement. * Tuition Benefit for TWU undergraduate and graduate level courses to enhance knowledge and professional competency. * Torch tuition scholarship for dependents of eligible employees attending TWU. * Free access to TWU’s fitness/gym facilities and the Norma Marion Alloway Library. * Subsidized meals at the main cafeteria. * Discounts and perks for the on-site Trinity Western Outfitters Campus Store and coffee shops, as well as shops and restaurants in Fort Langley. * Wellness benefits (i.e., counselling, sick days, personal days, and health/wellness spending account). * Free recreational equipment rentals (e.g., paddle boards, snowshoes, kayaks, etc.). * Free employee parking on campus. * Special community events throughout the year. * Employee and Family Assistance Plan (EFAP). * A positive Christian fellowship environment. Trinity Western University encourages applications from all eligible candidates who are able to commit to the University’s mission, values, and Christian identity as articulated in its Statement of Faith and Community Covenant. We are committed to an ethic of inclusion and to the equal treatment of all persons without discrimination in accordance with human rights law. We particularly invite applications from indigenous people, women, persons with disabilities, and visible minorities. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority. Persons with disabilities who anticipate needing accommodations during the application process should contact People & Culture. Trinity Western University is located on the traditional ancestral territory of the Sto:lo people.

Responsibilities

The Service Analyst provides frontline and Tier 2 technical support, managing service requests, user accounts, and phone systems while ensuring service excellence. They also contribute to process improvements, maintain accurate documentation, and support internal administrative tasks.