Help Desk Analyst

2 weeks ago

Regina, Canada University of Regina Full time

Faculty/Department VP Research Unit CIPSRT Employee Group CUPE 5791 Collective Agreement Consideration Open with preference given to CUPE 5791 members(NON-RESEARCH). CUPE 5791 Job Family Operational Services Category Staff Number of Vacancies 2 Position Summary

Join our dedicated team working on the RCMP PTSD Longitudinal study, contributing to ground-breaking research in support of the well-being of law enforcement professionals. We’re seeking a
**Help Desk Analyst** to be an integral part of this impactful initiative.

Reporting to the Director, Operations and Finance, the Help Desk Analyst plays a crucial role in providing technical support to project participants, study clinicians, and administrators involved in the RCMP PTSD Longitudinal Study. The role involves diagnosing system issues, determining effective resolutions, and ensuring confidentiality while liaising with third-party suppliers and management levels.

**What You’ll Do**:

- **System Diagnostics**: Diagnose system issues affecting project participants and stakeholders.
- **Problem Solver**:Resolve issues promptly and efficiently or escalate complex issues as needed.
- **Confidentiality Protection**:Ensure the confidentiality of all participants’ data and interactions.
- **Communication Extraordinaire**:Handle multiple incoming phone calls, deciding on immediate issue resolution or escalation. Interact effectively with the help desk/support personnel of third-party suppliers.
- **Plus More**:Be ready to take on additional related tasks as assigned - your role is dynamic and essential to our success

**Why Join Us?**
At the University of Regina, we’re more than just a campus - we’re a community Join our team and enjoy:

- **Meaningful Impact**:Your work directly contributes to creating a better environment for students, faculty, and staff by assisting the University in connecting to communities and securing their support.
- **Work-Life Balance**:We value your well-being and know your personal life is most important
- **Dynamic and Inclusive Workplace**: We value diversity and inclusivity. You’ll be part of a team that celebrates different perspectives, backgrounds, and experiences, making every day an opportunity for personal growth.
- **Innovation Culture**:We encourage fresh ideas and innovative thinking.
- **Competitive Compensation**: We offer competitive compensation package and benefits to reward your talent. A few of the these benefits include Health/Dental/Vision Benefits, flexible spending account, Defined Benefit Pension Plan, and much more

Position Requirements

**What You’ll Bring to the Position**:

- Successful completion of both Grade 12 and a relevant technical certificate combined; and
- Minimum of 3 years’ related experience.
- An equivalent combination of education and training may be considered.
- Skill in French Bilingual (Level B).
- Knowledge of ITIL concepts.
- Possession of a Help Desk International (HDI) certificate as a Helpdesk Analyst or Support Centre Analyst.

**Skills That Will Ensure Your Success in this Role**:

- Knowledge of and experience with:

- Mobile devices, wearable technology, and data transfer methods.
- Providing technical support over the phone.
- Escalation to multiple vendors for resolution of incidents.
- Good judgement in enforcing regulations, policies and procedures while maintaining confidentiality.
- Ability to deal courteously and effectively with students, faculty, staff and the general public and co-workers, and to work harmoniously within a team environment.
- Ability to understand and execute oral and written instruction effectively.
- Ability to communicate effectively, both orally and in writing, with research staff, participants, and technical vendors.
- Demonstrated proficiency and experience working with Microsoft Office software, specifically Word, Excel and Outlook.
- Ability to work with limited supervision.
- Ability to organize multiple tasks, while maintaining accuracy and attention to detail, and meet deadlines.
- Ability to deliver excellent customer service.
- Ability to establish and maintain safe work practices.
- Ability to understand and follow safety procedures.
- Ability to respond to unusual, stressful, and sensitive situations in a calm, logical fashion.
- Ability to develop and maintain record-keeping systems and procedures.
- May be required to receive and maintain Enhanced Reliability security clearance status.

Physical Demands Pay Grade CUPE Phase 5 Salary Range $52,561.60 - $70,961.80 annually Status Term Work Hours

Typically Monday - Friday, 8:15am - 4:30pm Evenings and weekend work is required, and is scheduled based on alternating with another Help Desk Analyst.

Duration (if Term/Temporary) To March 31, 2024 (may be extended, may become permanent) Full-Time/Part-Time Full Time Preference Posting Target Posting Not Targeted

Additional Information

**Contact Information**

**Job Open Date**
- 11/30/2023**Job Close Date**
- 12/13

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