Service Desk Analyst

5 days ago

Waterloo, Canada Wilfrid Laurier University Full time

**Date**:Jun 12, 2024

**Location**: Waterloo, CA

**Company**:Wilfrid Laurier University

**Department**: Information and Comm. Technologies

**Job Type**: Continuing

**Full-time/Part-time**: Full Time (>=1249 hrs/year)

**Campus**: Waterloo

**Reports to**:Manager, ICT Service Desk & Technical Support

**Employee Group**: WLUSA

**Application Deadline: June 18, 2024**

**Requisition ID**:7555

Wilfrid Laurier University is a leading multi-campus university that excels at educating with purpose. Through its exceptional employees, students, researchers, leaders, and educators, Laurier has built a reputation as a world-class institution known for its rich student experience, academic excellence, and global impact. With a commitment to Indigenization and commitment to equity, diversity, inclusion, Laurier’s thriving community has a place for everyone.

Laurier has more than 19,000 students and 2,100 faculty and staff across campuses in Waterloo and Brantford, as well locations in Kitchener and Milton. The university is committed to providing an inclusive workplace, a flexible work policy and employing a workforce that is reflective of local and national demographics. Our locations are situated on the traditional territories of the Neutral, Anishnawbe, and Haudenosaunee peoples. We recognize the unique heritages of Indigenous peoples and support their intentions to preserve and express their distinctive Indigenous cultures, histories, and knowledge through academic programming and co-curricular activities. Laurier’s Centre for Indigegogy is one example of how Laurier honours Indigenous knowledge.

**Position Summary**

The Service Desk Analyst is responsible for providing 1st level help desk support of computer hardware and software, telephony, and media technology incidents and problems as reported by university faculty, staff and students. The analyst is expected to provide quality 1st call resolution (technical support) to as many incidents and problems as possible and therefore must maintain an appropriate level of knowledge in all university standard hardware, software, media technology, and peripherals. After appropriate triage, the incumbent will create a ticket in the Service Management tool to be passed on to the second and/or third level support teams if appropriate.

The incumbent is expected to work with technical support staff in other departments of the University to ensure that the services offered by ICT meet the requirements of the institution.

Interpersonal interactions are required on an ongoing basis with all departments at the Brantford Campus, the Waterloo Campus, and Kitchener Campus.

**Accountabilities**

**Service Management**
- Provides 1st level technical support to customers in accordance with well-defined Service Desk principles;
- Work to provide 1st call resolution of service issues and implement solutions that provide long term benefit and increased efficiency in university operations;
- Analyses user requests/incidents/problems and provides workable solutions whenever possible or appropriate;
- Arranges for the resolution of incidents and/or problems outside the scope of the Service Desk by escalation to second and third level support by entering the incident or problem into the Service Management system;
- Provides second or third level support for their areas of expertise;
- Provides information regarding ICT policies, procedures, facilities, and supported computing and telephone hardware/software to all levels of the university community;
- Document problem trends so as to advise management as to possible systemic issues and/or training requirements;
- Troubleshoots computers and associated peripherals;
- Demonstrates, recommends, and supports University standard computer software on university owned computers;
- Administers user access and upgrades on university licensed software;
- Carries out other user support activities as directed by the Manager, ICT Service Desk & Technical Support;
- Ensure that service requests and incidents are logged, assigned, and resolved in accordance with service level commitments;
- Identify the need for training solutions for end users and communicate to Manager Employee Service Desk;
- Escalates user issues to second and third tier support within the ITS organization and owns the issue through to resolution;
- Develop, document and implement technical support operating procedures; suggest system modification to improve service delivery;
- Act as additional support for other members of the ICT Support group when required.

**Technical** **Elements**
- Hardware support of university standard equipment including but not limited to laptops, computer, peripherals, tablets and smart phones;
- Software support of but not limited to; Microsoft Office Suites, PDF Creator,, web browsers such as Chrome, Firefox and Internet Explorer;
- Basic support and triage of network connectivity - DNS, DHCP, and TCPIP;
- Basic support and triage of media e

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