Service Desk Analyst

2 months ago

Ottawa, Canada Carleton University Full time

**Duties and Responsibilities**:
The Service Desk Analyst works under the supervision of the ITS Service Desk Supervisor to provide technical support to faculty, staff and students. Operating as a single point of contact for service, the Analyst provides front line telephone, walk-in, and/or on-site consulting support by logging and handling all incidents from the point they are Opened through to formal Closure. Duties include troubleshooting, diagnosing, and solving a wide variety of hardware and software problems; providing one-stop support for students in residence; creating and modifying computer accounts and modifying access rights for clients; reporting emergency issues and outages to internal ITS departments and informing the client community; providing training and documentation to other employees and the client community. The Analyst functions as a member of the Service Desk team, working closely with Co-op students, Student Consultants and other ITS staff. During duty days, the Analyst provides in-depth research and troubleshooting, and on-site support for specific, complex, client problems.

**Qualifications**:
**The incumbent must possess the following qualifications**:

- Superior customer service and communications skills.
- The ability to work well under pressure is a requirement of the position.
- The ability to be proactive in dealing with customer problems, finding solutions, communicating with and acting as an advocate for the customer.
- The ability to collect and review customer service metrics, establishing service limits and monitoring progress against these targets. This is a key component of establishing a continuous improvement process to understand.
- The ability to troubleshoot problems and to explain computerrelated concepts clearly to non-technical clients.
- Highly organized and be able to prioritize tasks in a busy environment.
- Able to provide training sessions in a classroom environment, as well as to write clear, concise documentation to be used as handouts to clients or to be placed on the web for reference.

**Education and Experience**:
**The above is normally acquired through the completion of**:

- Completion of three years of post-secondary education in a relevant discipline and MCSE or equivalent vendor certification required.
- Five (5) years of work experience in a computing environment with at least two years involving PC support

**HR Note**:
Carleton University and CUPE 2424 re currently completing a joint job evaluation and pay equity project. The University and the Union are working together to describe the skills, effort, responsibilities and working conditions associated with every CUPE 2424 job, including this one. As a result, the job description that is currently associated with this posting (for recruitment purposes) may be revised to reflect the actual duties captured in the new job descriptions.

Equivalencies will be considered. Applicants are encouraged to provide information which may demonstrate equivalent qualifications. Please note that applicants may be required to complete an employment test as part of the selection process for this position. Those applicants that are selected for an interview will be requested to contact the Human Resource Advisor assigned to this competition as soon as possible to discuss any accommodation requirements. Arrangements will be made to accommodate your request in a timely manner. Carleton University is strongly committed to fostering diversity within its community as a source of excellence, cultural enrichment, and social strength. We welcome those who would contribute to the further diversification of our University including, but not limited to: women; visible minorities; First Nations, Inuit and Métis peoples; persons with disabilities; and persons of any sexual orientation or gender identity and expressions.

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