IT Service Desk Analyst
2 weeks ago
We are seeking a highly skilled IT Service Desk Analyst to join our team at Thompson Rivers University. The successful candidate will be responsible for providing technical support and resolving incidents in a fast-paced environment.
Key Responsibilities- Respond to requests from various contact points, including the ITS Portal, email, telephone, and face-to-face interactions.
- Create and manage ITS Portal tickets to document incidents or service requests, resolutions, and escalations.
- Investigate problems using troubleshooting, communication, and technological knowledge to bring incidents or service requests to resolution.
- Participate in the creation of new accounts and monitor the account creation process.
- Support and reroute system and application access requests outside of the account creation process.
- Escalate major IT incidents to the appropriate area within IT Services.
- Use remote tools to access clients' computers and take corrective action or installation to resolve incidents or service requests.
- Develop procedural steps to resolve incidents or service requests by identifying facts, researching new information, analyzing options, and developing implementation plans.
- Maintain the IT Services Portal by updating the Knowledge Base, walking clients through ticket creation, and maintaining the Service Catalogue.
- Provide functional advice and guidance related to the institution's standard practices in relation to IT Services.
- Arrange for hardware repairs by coordinating with external equipment vendors.
- Install approved software.
- Grade 12 plus two-year post-secondary diploma in Computing Science or equivalent.
- Two years of direct experience, including:
- Experience working at a call centre or help desk with ACD where the daily, ongoing, primary function was responding to customer contact requests.
- Experience in a fast-paced environment where exceptional service and customer satisfaction is a key element.
- Experience in face-to-face technical support or sales.
- Demonstrated knowledge of computer systems and applications.
- Ability to deal courteously, tactfully, and persuasively with students, staff, faculty, and the general public.
- Excellent listening, verbal, and written communication skills.
- Ability to show empathy in difficult customer situations.
- Ability to communicate effectively both verbally and in writing.
- Technical trouble-shooting skills.
- Ability to work independently as well as part of a team.
- Ability to plan, organize, and prioritize tasks, meet deadlines, and maintain accuracy.
- Detail-oriented while dealing with a quickly changing workload.
- Sitting for long periods of time in an office environment.
- Ability to lift weights up to 10 kg.
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Kamloops, British Columbia, Canada Thompson Rivers University Full timeJob Title: IT Service Desk AnalystThompson Rivers University is seeking a highly skilled IT Service Desk Analyst to join our team. As an IT Service Desk Analyst, you will be responsible for providing technical support to students, staff, and faculty, resolving IT-related issues, and ensuring seamless IT services.Key Responsibilities:Respond to and resolve...
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