Service Desk Analyst

**Schedule**

Monday - Friday; 8:30 am to 4:30 pm

Hybrid Work Schedule

**Education Level**
3 year Community College diploma in Computer Technology or related field of study

**Career Level**
2 years of relevant experience

**Normal Hiring Range**
$24.34/hour - $28.40/hour

At McMaster University, our people are our most valuable asset. We strive to attract, develop, and retain talented faculty and staff, and to foster inclusive excellence which values the strengths, perspectives, and contributions of each individual. McMaster’s profile and stature has evolved to one of the top 80 universities in the world and we are recognized as Canada’s Most Research Intensive University. McMaster is also recognized as one of the top employers in the Hamilton/Niagara region and has been recognized as one of Canada’s Top Diversity employers for 2019-2022.

Client Services is part of University Technology Services (UTS) with a mission to provide an exceptional customer service and a high level of IT support to McMaster community. Our goal is to ensure transparency, innovation and accountability in the service provision and support. We stand by and value integrity, mutual respect, collaboration and cooperation. We develop relationships within the University to assist in effective customer issues and continual service improvements.

The Service Desk Analyst (I) diagnoses, assesses, circumvents and finds remedies for routine and moderately complex Level I service incidents which deviate from planned or expected information system behaviour. Provides a rapid response inquiry service to users and customers to solve problems they have in using the relevant features and functions of the University's information technology products and services. Specific instruction is given and work is frequently reviewed.
Representative Duties & Responsibilities
- Recommend service and product improvements and participate in planning meetings with management team.
- Ensure user support staff are advised of systems updates, errors, and features.
- Proactively address problem areas by recommending effective and appropriate solutions.
- Investigate newly reported problems and document solutions.
- Administer site licensed software for the University community.
- Respond to and resolve Level I client issues such as hardware and software problems, and installations.
- Respond to escalated problems from working level staff and customers.
- Document and update accurate and consistent records of all calls.
- Check progress on referred problems and keep users informed.
- Provide users with routine information such as system updates, errors, and features.
- Carry out practical assignments supporting routine operations.
- Respond to routine Level II requests such as hardware, software, networks, training, and installations.
- Elicit additional information from clients and colleagues to diagnose issues.
- Refer complex situations to relevant area with accompanying diagnostic information.
- Assist with the maintenance of accurate records and preparation of statistics for reports.
- Contribute to the development, verification, and maintenance of service desk procedures.
- Monitor call records, service levels, and status.
- Monitor progress on problem resolution and advise users on status.
- Set priorities and escalate problems not being solved.
- Ensure users receive services that were committed.
- Ensure users receive information on systems updates, errors and features.
- Learn about new technologies in advance of their introduction to the University community in order to effectively

respond to help-desk inquiries.
- Plan, schedule, and monitor own work within short time horizons.
- Organize individual time, work and resources to accomplish objectives in the most effective and efficient way.
- Demonstrate a rational and organized approach to work and identify development opportunities.
- Use measurement methods to monitor progress toward goal attainment, tenaciously working to meet or exceed those

goals, while deriving satisfaction from the process of goal achievement and continuous improvement.
- Ensure that the internal and external customer perspective is a driving force behind decisions and activities.
- Follow service practices that meet customers’ and University needs.
- Interact with others in a way that gives them confidence in one’s intentions and those of the University.
- Work collaboratively with others to achieve departmental and institutional goals. Actively participate as a member of

a team to move the team toward the completion of goals.
- Perform a range of varied work activities in a variety of structured environments.
- Successfully engage in multiple initiatives simultaneously.
Assets:

- Excellent written and verbal communication skills.
- Good interpersonal skills.
- Good organizational and time management skills.
- Previous chat experience a plus

**Education**:
3 year Community College diploma in Computer Technology or r