Service Support Analyst

2 weeks ago


Kingston, Canada Queen's University Full time
A Brief Overview
The Service Support Analyst (Analyst), reporting to the Manager of the IT Support Centre, provides Tier 1 support to faculty, students and staff via phone (call centre), walk-in, or through IT Service Management (ITSM) online submissions using the ServiceNow platform. The Analyst provides support of all services that are offered by ITS, including but not limited to Learning Management Systems, Identity Management, Productivity, Collaboration, Networking and Cybersecurity. Support includes providing clients with instruction and guidance on services, software, computer devices and will assist in the fulfillment of service requests, and in the resolution and/or escalation of incidents. When resolving incidents, the Analyst determines the nature of the reported problem based on knowledge of how systems and applications are used at the university, as well as by researching and conveying pertinent information to address the issue.

This position provides escalated user support to resolve issues for a variety of operating systems (Windows, Mac, mobile etc.), desktop applications, and other technologies. This position tracks and monitors user issues, generates reports, and develops workflows. This position investigates and takes corrective action for escalated issues. This position also configures systems and security on software to protect data by encryption and domain password security. #J-18808-Ljbffr

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