Help Desk Analyst

6 months ago

Calgary, Canada Mount Royal University Full time

**Job Description**:
**About MRU**:
Founded in 1910 and located in Calgary, Alberta, Canada, Mount Royal University grew into a vibrant college in the 1930s and became a mid-sized university in 2009. Mount Royal has carved out a distinct niche by offering smaller class sizes, a robust liberal education and unique undergraduate programs. Currently, more than 15,000 credit students choose from 13 bachelor degrees and 36 majors.

Mount Royal University is located in the traditional territories of the Niitsitapi (Blackfoot) and the people of the Treaty 7 region in southern Alberta, which includes the Siksika, the Piikani, the Kainai, the Tsuut'ina and the Iyarhe Nakoda. We are situated on land where the Bow River meets the Elbow River. The traditional Blackfoot name of this place is "Mohkinstsis," which we now call the city of Calgary. The city of Calgary is also home to the Métis Nation.

**About the Department of Information Technology Services**:
Mount Royal University’s Information Technology Services supports our mission by providing technical support, solutions, and diversified services to the Mount Royal community.
- Solutions Delivery
- Technology & Client Services
- IT Infrastructure
- Cybersecurity
- ITS Projects

**About the Role**:
The Help Desk Analyst will organize and maintain various aspects of the Service Desk. The primary duties are to analyze service desk requests, offer assistance when possible and direct the calls to the appropriate IT team when necessary. Familiar with and an expert at processing requests and incidents within an established incident management system, this position requires patience, creativity, good interpersonal skills and intelligence. The ability to organize, prioritize and work with mínimal supervision is also essential.

**Responsibilities**:

- Act as liaison and assist all levels of university users with their questions and needs
- Clarify the nature of a problem and Provide first line analysis and diagnosis
- Promptly escalate complex or unresolved issues to the appropriate IT team member
- Log incidents and service requests and maintain relevant records from submission to resolution:

- Identify and classify incident types and service interruptions cataloging them by symptom and resolution
- Be familiar with internal policies, procedures, guidelines and available help resources;
- Stay up to date on-campus technology changes or issues
- Consistently review client issues and identify solutions and possible side effects.
- Inform users about the process and advise relevant persons of actions taken
- Train new service desk employees
- Contribute to creation of support documentation in knowledge base
- Participate in special projects as assigned
- Respond to questions from walk-ups from various IT service points on campus in conjunction with other IT service staff when available
- Fulfill multiple roles as needed when operating from a satellite service desk and be prepared to multitask
- Provide introductory level of training on basic technology and university IT procedures to faculty and staff on campus

**Qualifications**:

- Two year diploma from a a university or equivalent
- IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) would be considered an asset
- 2 - 3 year of related call centre experience in information technology
- Service Now ITSM experience
- Google Suite and MS Office Suite experience
- Customer service expertise, including strong communication and interpersonal skills
- Ability to work independently and collaboratively in a fast-paced environment
- Ability to be resourceful and adaptable and exhibit self-confidence in tackling unfamiliar information would be an asset

**What We Offer**:
Talented and committed employees are the driving force behind student success. We strive to be an employer of choice among Canadian post-secondary institutions.

At Mount Royal University, we recognize that people are a combination of many intersecting identities; we work to cultivate an environment that welcomes the whole person and harnesses the strength that is available in our diversity, creating a rich and inclusive workplace.

Investing in the learning and development of our employees benefits the individual and the University. A variety of services, resources and programs encourage a healthy, productive workplace. Mount Royal University offers a competitive total compensation package including health and dental benefits, pension, health and personal spending accounts, paid vacation, winter holiday closure, personal days and free membership in our fully equipped recreation centre.

Our campus offers the convenience of a medical clinic, dentist and pharmacy, as well as a variety of wellness services such as physiotherapists and massage therapists. Campus Recreation offers many activities, including personal training, fitness classes, climbing, aquatics, sports, tournaments and certifications for students, employees and the public.

**S

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