Help Desk Analyst

3 weeks ago

Lethbridge, Canada Lethbridge College Full time

Position Information

**Job Title**
- Help Desk Analyst**Appointment Type**
- Full Time Continuing**Position Dates**
- Full-Time Continuing**Hours per week/FTE**
- 35**About the Position**
- As a Help Desk Analyst you will troubleshoot and resolve support calls with a first call resolution mindset utilizing second level supports and resources as needed. With the use of our ticketing system Help Desk Analysts record detailed ticketing information from creation to resolution as well as look for opportunity and trends based on work request history.**Position Details**
- Recording and processing calls in our ticketing software
- First call resolution of technical and account issues and escalating as required
- Work with the Help Desk team and Customer Service Supervisor to prioritize problem requests and analyze call statistics to identify recurring problems
- Maintain educational content to assist users
- Provide support and expertise to IT related activities and projects as needed

**Required Qualifications**
- A minimum two-year college diploma in a related information technology discipline, plus one year of work experience with direct customer contact preferably in a help desk environment; combination of education and experience may be considered
- Working knowledge of large administrative information systems similar to those used at the college and have worked in a computer help desk environment will also be considered
- Exceptional customer service skills with the ability to maintain a positive and friendly outlook
- Strong oral and written communication skills
- Ability to work independently and in project teams

**Preferred Qualifications**

**Salary**
- AUPE Class Level 9 Step 1 $49,918.15 per annum**Working Here**

**Land Acknowledgement**
- **Equity, Diversity and Inclusion**
- At Lethbridge College, we know we all benefit when the rich diversity of our campus community is fully represented, and all students and employees are included. We are committed to identifying and overcoming systemic barriers that impede individuals from underrepresented groups. We are ready to work together to ensure Lethbridge College is a place where all individuals feel valued for their unique perspectives, skills, and contributions and are afforded equal opportunities to participate in learning, research, and innovation.- We are committed to creating a diverse environment for all qualified applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, disability, and age.
- **Why choose Lethbridge and Lethbridge College**
- Lethbridge College is learner-focused, with an emphasis on experiential and flexible learning experiences and work-integrated learning.- We have a strong connection to our community and the land. We also promote a work environment that supports professional development and employee wellness, including flexible work arrangements and schedules that allow for work-life balance. In addition, we prioritize equity, diversity, and inclusion across all areas of our campus community.
- **Lethbridge advantages**
- Lethbridge offers a relatively low cost of living, with mild winters and sun-filled summers. Outdoor adventures await you in the city’s vast park systems and river valley, and we’re located just an hour and 20 minutes from the mountains. Enjoy the advantages of small-city life while accessing the amenities of a larger city, including arts and culture, sport and recreational facilities, and year-round family-friendly events.Posting Detail Information

**Posting Number**
- P24-00551**Open Date**
- 02/15/2024**Close Date**
- 03/03/2024**Open Until Filled**
- No**Special Instructions to Applicants

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