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Service Support Analyst
4 months ago
Service Support Analyst
About Queen's University
Queen’s University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting. We have opportunities in multiple areas of globally recognized research, faculty administration, engineering & construction, athletics & recreation, power generation, corporate shared services, and many more.
Come work with us
Job Summary
**A Brief Overview**
The Service Operations Directorate of Information Technology Services (IT Services) at Queen's University requires a Service Support Analyst. The position is often challenging, yet rewarding, as you work both individually and as a cohesive team of Analysts to troubleshoot and resolve client-facing issues.
**Job Description**:
**What you will do**
- Tracks and monitors user issues, generates reports, and develops workflows.
- Identifies and updates procedures to enable efficient resolution of recurring problems.
- Investigates and takes corrective action for escalated issues.
- Configures systems and security on software to protect data by encryption and domain password security.
- Support users through technical knowledge to ensure proper use of software and hardware.
- Researches and recommends solutions to improve services, processes, and documentation.
- Other duties as required in support of the department and/or unit.
**Required Education**
- Three-year Community College Diploma or Three-Year Bachelor Degree, or equivalent. In addition, requires trade certification, qualification, or on-going learning to remain ahead of changes in technology or emerging fields.
**Required Experience**
- More than 2 years and up to and including 3 years of experience.
- Consideration may be given to an equivalent combination of education and experience.
**Job Knowledge and Requirements**
- Practical and applied knowledge of specialized methods and processes that are typically acquired through a combination of technical or academic qualification and/or work experience.
- Provide consultation and advice on non-straightforward and/or complex issues.
- Interaction with others typically requires interpersonal skills and the ability to understand and influence.
- Adapt messages to meet the needs of the intended audience.
- Build relationships, trust and credibility.
- Manage own work and may train and review the work of casual employees, work study students and/or volunteers, to see commitments through to completion.
- Contribute to setting work priorities and direction, supporting the team in achieving goals and objectives.
- Participate in project team meetings and develop individual project plans.
- Lead procedural or technological change within a unit.
- Identify new problems and seek information and input to fully understand the cause of problems.
- Identify opportunities to improve the effectiveness and efficiency of work processes.
- Draw logical conclusions and provides opinions and recommendations.
- Research equity, diversity, accessibility and inclusion resources and best practices relevant to the job and unit operations in order to inform evidence-based planning.
- Commitment to principles of equity, diversity, accessibility, inclusion, Indigenization and human rights for equity deserving groups.
Employment Equity and Accessibility Statement
**Skills**
**Reference**
- 302112
