Service Desk Analyst

at  University of Alberta

Department Vice-President Finance & Administration - Shared Services Staff Contact Centre
Salary range $47,918.92 to $64,697.48
Hours per week 35
Grade 7
Posted date August 15, 2024
Closing date September 4, 2024
Position Type Full Time - Operating Funded

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
• Industry IT Certifications are considered an asset
• Experience with Freshservice and Google Workspace 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
  At the University of Alberta, we are committed to creating an inclusive and accessible hiring process for all candidates. If you require accommodations to participate in the interview process, please let us know at the time of booking your interview and we will make every effort to accommodate your needs.
  We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.
  The University of Alberta is committed to an equitable, diverse, and inclusive workforce. We welcome applications from all qualified persons. We encourage women; First Nations, Métis and Inuit persons; members of visible minority groups; persons with disabilities; persons of any sexual orientation or gender identity and expression; and all those who may contribute to the further diversification of ideas and the University to apply.
  Note: This opportunity will be available until midnight September 4, 2024, Edmonton, Alberta local time

• Processes queries and requests, and offers remote support for users via the IT Service Management system (Freshservice), chat, and over the telephone for a variety of IT support requests, focusing on resolving the interaction or escalating 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 Windows and Mac platforms with basic support for UNIX and Linux
• Provides support for mobile devices, including Apple iOS and Android, including support for connecting and troubleshooting systems and mobile devices to University networks
• Provides support for applications and software platforms such as the University of Alberta 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 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 support tools/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