Service Desk Analyst
2 weeks ago
**Competition Number**
- S181256P
**Position Title**
- Service Desk Analyst
**Position Number**
- S99159
**Employee Group**
- Staff
**Position Status**
- Regular Full-Time
**Start Date**
- 01/02/2025
**End Date (if applicable)**
**Department**
- IT Services
**Additional Notes**
**Location**
- North Vancouver
**Working with us**
- As a member of the Digital Technology Services (DTS) team here within Capilano University, you will be a vital asset in providing an exceptional experience to both our employee and student communities through invention, collaboration, and technical talent.
As we embark on our university wide digital transformation, we’ll be seeking fellow trailblazers to join our teams as we integrate state of the art technologies. With a variety of projects and initiatives in the pipeline, there is no shortage of opportunity to innovate.
Within our teams, you’ll be working alongside a variety of talented individuals involved in initiatives focused on cyber security, data analysis, operational analytics, quality assurance, integration, customization, and implementation.
Do you have a passion for optimization? Join us in creating a lasting impact that goes beyond routine tasks, contributing to the long-term success of our technological landscape and the university community.
**What you’ll do**
**NATURE**AND**SCOPE** OF**WORK**
**ILLUSTRATIVE**EXAMPLES** OF**DUTIES**
- Provide support and contribute to a standard knowledge management system that can be leveraged and contributed to by the DTS department.
- Provide regular updates to ticket requestors in a timely fashion.
- Escalate appropriately service tickets and proactively supports tier 2 as required.
- Support account management for the on boarding and off boarding processes for DTS systems ensuring that access management is maintained.
- Provide updates to the asset and inventory system ensuring accurate asset information and quality control of equipment and other technology is maintained.
- Review and follow ITSM processes based on ITIL framework to provide tier 1 support.
**What you’ll bring**
**REQUIRED**TRAINING**AND**EXPERIENCE**
- 1 years of relevant professional experience, working in a customer service environment.
- Experience and knowledge of ITIL framework and ITSM best practices, tools, and techniques; ITIL certification is an asset. - CompTIA A+ and/or MCDST certification.
- Experience in developing documentation required to support digital solutions.
- Experience in working with ITSM systems such as TDX and ServiceNow
- A technical diploma in information technology.
- Experience in effectively communicating verbally to different levels within an organization
**For more information**
- For more information, please see the complete** job description**.
**Benefits**
- At Capilano University, we understand that there is more to life than work. That is why we offer comprehensive benefits and support to help you and your family live a balanced life.
Take a **sneak peek** to see what it is like to work at Capilano University.
Posting Detail Information
**Days and Hours of Work**
- Digital Technology Services Help Desk Coverage is from 7:00 AM to 7:00 PM, coverage is rotated early shift or late shift. This position may include some evening or weekend work at times.
**Bridge Period (if applicable)**
**Pay Group**
- 18
**Salary**
- $4,796.00 per month based on 35 hours a week (with increments up to $5391.00 per month)
**Union**
- MoveUP
**Job Open Date**
- 12/10/2024
**Job Close Date**
- 12/22/2024
**Open Until Filled**
- No
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