Service Desk Analyst 1 - Jobs in Edmonton, AB

Job Description

IST, IT Service & SupportCompetition No. - S100345365Posting Date - Jun 18, 2021Closing Date - Jul 02, 2021Position Type - Full Time - Operating FundedSalary Range - $46,627 to $62,954 per yearGrade - 07Hours - 35This competition is an internal expression of interest opportunity as part of the Service Excellence Transformation initiative and is restricted to NASA salaried university employees (Regular and Auxiliary Salary) currently employed with the university or within a current notice period. Applicants must demonstrate that they have recent and relevant experience performing some or all of the duties sought through the advertisement they are expressing interest in. Please note, this competition will be used to fill up to six (6) positions. Please indicate your internal status using the "Advertisement" drop down menu when applying.This position offers a comprehensive benefits package which can be viewed at: Faculty & Staff Benefits.Reporting to the Team Lead, Service Desk, the Service Desk Analyst is the first point of contact for technical support to all University faculty, staff and students for all computer related support. This position is the single point of contact for the 180,000+ students, staff, faculty, alumni, professors, and community members to access IT service and support from Shared Services. The successful candidates can look forward to an energetic, professional team environment where there is a commitment to personal and professional growth.DutiesProcesses queries and requests, and offers remote support for users via email, chat and over the telephone regarding computing problems; focusing on completing the interaction and escalates requests to the second or third level if necessaryTakes ownership of all incoming interactions, escalating more complex interactions if required, and following the interaction through to resolution to gain knowledge where appropriateProvides support to clients in various areas of computer platforms and operating systems; primarily with Windows and Macintosh with basic support for UNIX and LinuxProvides support for various mobile devices, including Apple iOS and Android, including support for connecting and troubleshooting systems and mobile devices to wired and wireless networksProvides support for uAlberta Google Apps, including Mail, Calendar, Documents, and identity management with the Campus Computing ID (CCID)Prioritizes and categorizes all incoming interactions; escalates more complex interactions to the appropriate support teams for resolutionProvides support for A/V IT equipment in IST Smart Classrooms and other A/V IT-enabled learning, research, and administrative roomsAssists clients in the setup and installation of desktop software such as Microsoft Office programs (Word, Excel, PowerPoint and Outlook)Tracks and records problems in a centrally-managed ticketing system both accurately and conciselyDevelops and updates knowledge-based articles and other online help tools designed to assist University faculty, staff and students in resolving their issuesUnderstands work functions and liaises with other University IT service units including Faculty of Medicine and Dentistry, Campus Saint-Jean, and the Faculty of Agricultural, Life and Environmental SciencesPerforms other related duties as necessaryQualificationsComputer Technology certificate; post-secondary diploma in Computer Technology or A+ certification; equivalent combinations of education and experience will be considered1 to 2 years of experience as technical support on a service desk or call centerHelp Desk Institute – Support Center Analyst Certification is an assetIT Infrastructure Library (ITIL) – Foundations v3 Certification is an assetExperience with ServiceNow is considered an assetAbility to manage multiple prioritiesAbility to understand and analyze user computing problems and needsAbility to describe complex concepts and procedures in terms the clients will understand and follow verbally and in writingExcellent verbal and written communication skillsIntuitive and empathetic listening skillsCustomer service related experience is a strong assetHow to ApplyNote: Online applications are accepted until midnight Mountain Standard Time of the closing date.We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.The University of Alberta is committed to an equitable, diverse, and inclusive workforce. We welcome applications from all qualified persons. We encourage women; First Nations, Métis and Inuit persons; members of visible minority groups; persons with disabilities; persons of any sexual orientation or gender identity and expression; and all those who may contribute to the further diversification of ideas and the University to apply.