Endpoint Process Analyst

2 weeks ago

Edmonton, Canada University of Alberta Full time

**IST IT Service Excellence**:

- Competition No.

**S101349314**
- Posting Date

**Jan 11, 2023**
- Closing Date

**Jan 24, 2023**
- Position Type

**Full Time - Operating Funded**
- Salary Range

**$47,210 to $63,741 per year**
- Grade

**07**
- Hours

**35**

**This competition is restricted to internal applicants of the University of Alberta. Please indicate your internal status using the "Advertisement" drop down menu when applying.**

This position is a part of the Non-Academic Staff Association (NASA).

**This competition will be used to fill two positions.**

This position offers a comprehensive benefits package which can be viewed on our Benefits Overview page.

**Location**:This role is in-person and work primarily takes place at North Campus Edmonton.

**Working for the University of Alberta**
- The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Métis, Inuit and all First Peoples of Canada, whose presence continues to enrich our vibrant community._

The University of Alberta is teeming with change makers, community builders, and world shapers who lead with purpose each and every day. We are home to more than 40,000 students in 200+ undergraduate and 500+ graduate programs, over 13,000 faculty and staff, 260,000 alumni worldwide and have been recognized as one of Canada’s Greenest Employers for over a decade.

Your work will have a meaningful influence on a fascinating cross section of people—from our students and stakeholders, to our renowned researchers and innovators who are quite literally curing diseases, making discoveries and generating solutions that make the world healthier, safer, stronger, and more just.

**Department/Faculty Summary**

The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Métis, Inuit and all First Peoples of Canada, whose presence continues to enrich our vibrant community.

The University of Alberta is teeming with change makers, community builders, and world shapers who lead with purpose each and every day. We are home to more than 40,000 students in 200+ undergraduate and 500+ graduate programs, over 13,000 faculty and staff, 260,000 alumni worldwide and have been recognized as one of Canada’s Greenest Employers for over a decade.

Your work will have a meaningful influence on a fascinating cross section of people—from our students and stakeholders, to our renowned researchers and innovators who are quite literally curing diseases, making discoveries and generating solutions that make the world healthier, safer, stronger, and more just.

**Position Summary**

Reporting to the Manager Endpoint Computing, the Endpoint Process Analyst represents Information Services & Technology (IST) as a skilled expert in endpoint processes. Assisting Endpoint leadership with the organization and communication of key services to ensure delivery of excellent service in a timely and efficient manner to clients across the University campuses.

The position supports the Endpoint Support and Systems teams by providing ticket queue monitoring and ticket assignment, compiling and executing a new staff and ongoing technical training program, overseeing endpoint related asset and inventory management, coordination of a knowledge management process, and contributing to the business processes associated with the campus wide evergreen program.

Successful implementation and ongoing support of these Endpoint services, contributes to a more effective and efficient Endpoint experience across the University.

**Duties**
- Continually monitor the ticketing system for incoming tickets and allocate tickets amongst staff according to an agreed upon assignment framework. This includes escalated tickets that haven't been actioned or resolved in a timely fashion.
- Reassign tickets to other staff to accommodate vacations, absences, etc.
- Generate ticket reports for Endpoint Leadership to assist with evaluation and continual improvement of Endpoint services.
- Compile a training and education program and ensure all new Endpoint staff complete the elements of the program before beginning to accept tickets. Provide progress and gaps to Endpoint leadership for consideration.
- Compile a separate training and education program for current staff to participate in on an ongoing basis. Provide progress and gaps to Endpoint leadership for consideration.
- Hardware Standards, Inventory and Asset Management - 15%
- Maintain and administer a hardware inventory to support the break / fix program and net new user requirements.
- Oversee asset management of all endpoint related devices such as laptops, desktops, monitors, keyboards/mice, cameras in use across the University.
- Executes processes associated with the disposal and surplus of aged endpoint related equipment.
- Ongoing review and recommendations for hardw

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