Lead Service Desk Analyst

3 months ago

Hamilton, Canada McMaster University Full time

**Schedule**
Mon - Fri (8:30-4:30)

**Education Level**
Post - Secondary Degree/Diploma

**Career Level**
Experienced - Non - Manager

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The Faculty of Health Sciences, Computer Services Unit (CSU) seeks a full-time Service Desk Analyst. This position would be part of the Operations stream within CSU, working alongside other analysts in providing technical support and assistance to FHS clients.

Summary of Duties
- Monitor and respond quickly to incoming requests relating to IT
- Serve as the first point of contact for employees seeking technical assistance over various channels.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by employees.
- Escalate (when necessary) unresolved issues to the IT Manager
- Record events and problems and their resolution in logs
- Pass on any feedback or suggestion by employees to the appropriate internal team
- Identify and support University policies, procedures, and best practices.
- Maintain user computers, including upgrades and configurations as needed.
- Assist with onboarding of new users.
- Provide recommendations on best-suited equipment for employee needs.

The Lead Service Desk Analyst plans, conducts, and supervises complex assignments and develops and applies new methods and procedures to resolve a variety of service incidents which deviate from planned or expected information system behaviour. Provides a rapid response inquiry service to users and customers to solve problems they have in using the relevant features and functions of the University's information technology products and services. Understands Service Desk metrics and analyzes reports to determine service and support trends required to plan and implement new service approaches within the department. Provides supervision to a team of Service Desk Analysts.
- Manage daily and long-term work assignments of internal staff and schedule and monitor adherence to procedures, protocols, and standards.
- Act as an on-site project manager, responsible for managing projects from inception to completion.
- Plan and establish project framework and identify project milestones to ensure the project is completed according to project specifications and within specified timelines.
- Identify, initiate, and lead various projects.
- Participate in the preparation and forecasting of departmental budgets.
- Plan and coordinate a variety of events and activities.
- Act as the primary Client Services point of communication to provide critical notifications of unplanned outages and planned system updates.
- Act as a liaison between the Service Desk team and other units.
- Establish and maintain service standards for the Service Desk.
- Monitor existing and propose new and enhanced service levels through the development and analysis of service level metrics and reporting.
- Establish and implement procedures for problem referral and escalation procedures.
- Establish and implement methods for problem prioritization.
- Monitor and analyze service records for trends and common problems.
- Recommend and implement service and product improvements and participate in planning meetings with management team.
- Ensure user support staff are advised of systems updates, errors, and features.
- Proactively address problem areas by recommending effective and appropriate solutions.
- Create and disseminate surveys to determine client and staff needs.
- Analyze call records and recommend solutions for problem areas.
- Review and resolve client behaviour and inappropriate service provider responses and act as the first level of escalation and complaint handling for the department.
- Investigate newly reported problems and document solutions.
- Administer site licensed software for the University community.
- Respond to and resolve Level I client issues such as hardware and software problems, and installations.
- Respond to escalated problems from working level staff and customers.
- Document and update accurate and consistent records of all calls.
- Check progress on referred problems and keep users informed.
- Provide users with routine information such as system updates, errors, and features.
- Carry out practical assignments supporting routine operations.
- Respond to Level II requests such as hardware, software, networks, training, and installations.
- Elicit additional information from clients and colleagues to diagnose issues.
- Refer complex situations to relevant area with accompanying diagnostic information.
- Provide the leadership required to ensure the maintenance of accurate records and preparation of statistics for reports.
- Develop, verify, and maintain service desk procedures.
- Monitor call records, service levels and status.
- Monitor progress on problem resolution and advise users on status.
- Set priorities and escalate problems not being solved.
- Ensure users receive services that were committed.
- Ensure user

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