Endpoint Process Analyst

2 weeks ago

Edmonton, Canada University of Alberta Full time

**Department** Information Services & Technology - Client Support

**Salary range** $47,918.92 to $64,697.48

**Hours per week** 35

**Grade** 7

**Posted date**

**Closing date** May 9, 2024

**Position Type** Full Time - Operating Funded

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

This position has an end date of November 1, 2025, and offers a comprehensive benefits package which can be viewed on our Benefits Overview page.

**Location - **This role is in-person** **with multiple UofA sites** (**North Campus, Edmonton OR Campus Saint-Jean, Edmonton OR Augustana, Camrose OR South Campus Edmonton OR Enterprise Square).

**Working at 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 a community of knowledge seekers, change makers and world shapers who lead with purpose each and every day. We are home to more than 14,000 faculty and staff, over 40,000 students and 260,000 alumni worldwide.

Your work will have a meaningful influence on a fascinating cross-section of people — from our students and community members, to our renowned researchers and innovators, making discoveries and generating solutions that make the world healthier, safer, stronger and more just. Learn more.

**Working for the Department**

Information Services and Technology (IST) is the central IT department for the UofA. We have a team of approximately 30 analysts, reporting to two Team Leads, who report to myself. We support approximately 19,000 endpoints, mainly at our North Campus location however we do have an office in Enterprise Square and a couple other remote locations but these generally have fixed resources. Our day to day ranges from deploying net new computers from onboarding, helping out with classrooms, troubleshooting network connections, operating systems, adding/troubleshooting printers, file sharing and storage, just to name a few. All while maintaining a high level of customer service or Service Excellence is what we like to call it. We are in the midst of a multiyear initiative to transform IT service delivery at the UofA. Change is the norm, and university culture is the focus. As the “face” of IST, our team members are the ambassadors of our mission. We're excited you're here - let's get started.

**Position**

Reporting to the Manager of 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, coordinating 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 contribute to a more effective and efficient Endpoint experience across the University.

**Duties**

RESPONSIBILITIES/ACTIVITIES:
Queue Monitoring/Assigning Work - 50%
- 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.

Onboarding and Training - 10%
- 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 hardware device standards.

Knowledge Management - 10%
- Composes, maintains and regularly updates Endpoint k

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