Service Desk Analyst

The University of Manitoba is a driving force of innovation, discovery and advancement. Our momentum is propelled by our campus community - UM faculty, staff and students whose determination and curiosity shape our world for the better. Our teaching, learning and work environment is uniquely strengthened and enriched by Indigenous perspectives. With two main campuses in Winnipeg, satellite campuses throughout Manitoba, and world-wide research, UM’s impact is global.

Discover outstanding employee benefits, experience world-class facilities and join a dynamic community that values reconciliation, sustainability, diversity, and inclusion. We are one of Manitoba’s Top Employers and one of Canada’s Best Diversity Employers. At the University of Manitoba, what inspires you can change everything.

**The opportunity**:
The Service Desk Analyst provides IT-related assistance to all University of Manitoba faculty, staff, retirees, and students. The incumbent is responsible for providing excellent customer technical service that is courteous and responsive in a client-facing environment. The individual will work with IST customers providing guidance, advice, and documentation to troubleshoot or resolve IT-related problems. The position will be required to schedule audiovisual booking requests.

**The qualifications and experience we’re looking for**:

- Bachelor's degree or College 2 - 3-year Diploma with related certificates in an IT discipline required.
- ITIL Foundations certificate preferred.
- One year of experience working in an enterprise-level Help Desk or Service Desk required.
- Must have experience using an ITSM tool to record and manage incidents and service requests.
- Must have experience supporting clients using Active Directory, Azure AD, and Microsoft 365 Administration tools.
- Experience in an academic or administrative environment is preferred.
- Experience working with an ACD phone system is preferred.
- An acceptable equivalent combination of education and experience may be considered.
- Excellent oral and written communication skills required in dealing with all levels of staff and all levels of user knowledge.
- Excellent customer service and people skills required.
- Must have advanced knowledge of MS Windows, MAC OS, iOS, Android, and other operating systems.
- Thorough knowledge of Microsoft M365 Office Suite Applications and similar business productivity tools required.
- Must be able to work quickly and calmly under pressure and have a good deal of patience.
- Must have an excellent knowledge of web browsing software.
- Must have a strong knowledge of supporting and configuring mobile devices and tablets.
- Must be able to work quickly and calmly under pressure and have a good deal of patience.
- Must have a strong knowledge of supporting network connectivity, virtual private networks, and Multi-factor authentication.
- Must have excellent troubleshooting skills for the following: PC workstations, laptops, printers, fax machines, and scanners.
- Ability to provide support to staff and students in person and online regarding user issues with a variety of devices with screens required.
- Ability to manage varying workloads to analyze situations quickly and correctly under pressure required.
- Must be able to work individually and in a team environment.
- Satisfactory work record, including satisfactory attendance and punctuality, is required.
- Ability to demonstrate a commitment to professional development pertinent to the field required.
- Must be available to work occasional overtime, on-call shifts, and scheduled shifts at either campus. Shift work is scheduled: M-F 7:30 a.m. to 8:00 p.m.
- Must be available to work at both campuses.

**Why the University of Manitoba?**

Along with being one of Manitoba’s top employers, we are proud to provide a collaborative and enriching work environment. In addition to a strong compensation package with a competitive salary, the University provides an exceptional workplace that includes:

- Comprehensive group benefits and pension plan.
- Competitive vacation time.
- Employee and Family Assistance Program.
- A full spectrum of professional development opportunities.

**Closing Date: June 20, 2025**

The University of Manitoba is committed to the principles of equity, diversity & inclusion and to promoting opportunities in hiring, promotion and tenure (where applicable) for systemically marginalized groups who have been excluded from full participation at the University and the larger community including Indigenous Peoples, women, racialized persons, persons with disabilities and those who identify as 2SLGBTQIA+ (Two Spirit, lesbian, gay, bisexual, trans, questioning, intersex, asexual and other diverse sexual identities).

If you require accommodation supports during the recruitment process, please contact 204-474-7195. Please note this contact information is for accommodation reasons only.

Application materials, including letters of reference, will