IT Service Desk Analyst

Job title: IT Service Desk Analyst

Company: Thompson Rivers University

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Job Details

IT Service Desk Analyst – (00233.39)

This details all the information about the job posting.

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Application Restrictions

Open to both Internal and external

Job Type

Support Staff (CUPE)

Posting In effect from

26/1/2021

Closing Application Date

9/2/2021

Closing date for internal CUPE applicants

9/2/2021

Internal CUPE applicants must submit their application by 4pm on the “closing date for internal CUPE applicants” for their Seniority to be recognized. If the position is still open after that date they will be considered alongside external applicants.
Applications will be reviewed commencing the “closing date for internal CUPE applicants” and may continue until the position is filled

Full/Part Time

Full Time

Support Type

Auxiliary (Over 4 Months)

Anticipated Start Date

1/3/2021

Position End Date (If Applicable)

28/2/2022

The Hours of work are subject to change depending upon departmental requirements

Schedule

The hours of work will be Monday to Friday, 7 hours a day, 8:30 am to 4:30 pm

Schedule Description

.

DUTIES

Reporting to the Supervisor, IT Service Desk, this position is IT Services single point of contact for students, staff and faculty that require IT support. The primary modes of contact are by telephone, email and face-to-face. As the first point of contact, IT Service Desk Analysts often recognize when a major IT issue has occurred and escalate those concerns to management.

MAJOR DUTIES & RESPONSIBILITIES * Responds to requests from numerous contact points (telephone, email, voicemail, Web Help Desk tickets, and face-to-face).

• Creates Web Help Desk tickets to document each call or request and resolution or escalation. ‘Owns’ and completes requests as much as possible. Provides clients with status updates on job tickets, answers any questions that clients may have, and updates job tickets with additional information the client may provide.
• Investigates problems using troubleshooting, communication and technological knowledge and brings the problem to resolution.
• Actively participates in the creation of new accounts for staff and monitors the account creation process.
• Escalates major IT problems to the appropriate area within IT Services.
• Applies knowledge and understanding of multiple systems and applications in order to provide support to students, faculty, and staff.
• Uses remote tools to access a client’s computer and take corrective action or installation to resolve a problem.
• Develops and documents steps taken to resolve problems by identifying the facts, researching new information, analyzing options, and developing implementation plans.
• Provides functional advice and guidance related to Institution’s standard practices in relation to IT Services.
• Arranges for hardware repairs by contacting equipment vendors.
• Installs approved software.

REPORTS TO
Manager, IT Client Services

QUALIFICATIONS

EDUCATION

• Grade 12 plus two year post-secondary Diploma in Computing Science or equivalent.

EXPERIENCE
Two years 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

SKILLS, KNOWLEDGE OR ABILITIES RELATED TO THE JOB

• 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

WORKING CONDITIONS

• Sitting for long periods of time in an office environment
• Ability to lift weights up to 10 kg

Please Note: If you are selected for interview, External Candidates will be required to bring a copy of their transcripts to the interview

The salary for the above position is determined by the Collective Agreement with the Canadian Union of Public Employees, Local 4879, as it presently exists.

Pay Band

CUPE Grade 07 $27.79

Salary rate

Please Note: This position may be subject to a 90% salary for the first 560 hours of employment.

Location

Kamloops, BC CA (Primary)

# of Hires Needed

1

Organizational Unit

Thompson Rivers University -> Information Technology Services -> IT Client Services

Diversity and Inclusion Commitment:

Thompson Rivers University is strongly committed to fostering diversity within our community. We welcome those who would contribute to the further diversification of our staff, our faculty and its scholarship including, but not limited to, women, visible minorities, Aboriginal people, persons with disabilities and persons of any sexual orientation or gender identity. Please note that all qualified candidates are encouraged to apply, however applications from Canadians and permanent residents will be given priority.

NOTE: To learn more about living in Kamloops and Thompson Rivers University and follow the links on the Left “Why Work at TRU” or “Why Live in Kamloops”

Expected salary:

Location: Kamloops, BC

Job date: Thu, 28 Jan 2021 01:20:29 GMT