Service Desk Analyst

Duties and Responsibilities:

The Service Desk Analyst works under the supervision of the ITS Service Desk Supervisor to provide technology services and support to affiliates, faculty, staff, and students. The Analyst provides front line telephone, walk-in, email, service management portal and/or on-site consulting support and solutions by handling incidents from origin through to closure. Duties include troubleshooting, diagnosis, provisioning, guidance, training, and problem solving for a wide variety of technological services and support requests. The analyst functions as a Service Desk team member, working closely with all staff, faculty members, students, student consultants, ITS staff, and Computing Service Units (CSUs).

Qualifications:

The incumbent must possess the following qualifications:

• Ability to work well under pressure is a requirement of the position.
• Excellent customer service, communication, problem identification and resolution skills.
• Ability to provide enterprise information technology solutions and services to support the learning, teaching, research, and administrative goals of Carleton University.
• Committed to engaging customers in a collaborative and proficient manner and is expected to be proactive in dealing with customer problems, finding solutions, communicating with and acting as an advocate for Carleton U community members.
• Ability to collect and review customer service metrics, which are used in establishing service limits and monitoring progress against these targets.
• Ability to troubleshoot problems and to explain computing related concepts clearly to non-technical clients.
• Highly organized and be able to prioritize tasks in a busy environment.
• Thorough knowledge of and experience with the campus computing environment is required, as well as knowledge of a wide variety of commonly used applications currently and previously in use including but not limited to: email, word processing, spreadsheets, calendars, file sharing and storage, remote connectivity, VPN, website editing, data management, video conferencing, printing, password management, teaching and learning software elements, cyber security principle – AAA (Authentication, Authorization and Accountability).
• Able to provide training, assistance, and advice as necessary, as well as to write clear, concise documentation to be used both internally and for our clients and/or to be placed on the web for reference.
• Able to provide student staff orientation training sessions, including the creation of documentation, presentation slides, and onboarding packages.

Education and Experience:

The above is normally acquired through the completion of:

• Three years of post-secondary education in Computer Science or Information Technology or related discipline.
• Four (4) years of work experience with at least two (2) years involving PC support.

HR Note:

Equivalencies will be considered. Applicants are encouraged to provide information which may demonstrate equivalent qualifications. Please note that applicants may be required to complete an employment test as part of the selection process for this position. Those applicants that are selected for an interview will be requested to contact the Human Resource Advisor assigned to this competition as soon as possible to discuss any accommodation requirements. Arrangements will be made to accommodate your request in a timely manner. Carleton University is strongly committed to fostering diversity within its community as a source of excellence, cultural enrichment, and social strength. We welcome those who would contribute to the further diversification of our University including, but not limited to: women; visible minorities; First Nations, Inuit and Métis peoples; persons with disabilities; and persons of any sexual orientation or gender identity and expressions.