Help Desk Analyst
Help Desk Analyst
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Job Description
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About the Department of Information Technology Services
Mount Royal Universitys Information Technology Services supports our mission by providing technical support solutions and diversified services to the Mount Royal community.
- Solutions Delivery
- Technology & Client Services
- IT Infrastructure
- Cybersecurity
- ITS Projects
About the Role
TheHelp Desk Analyst will organize and maintain various aspects of the Service Desk. The primary duties are to analyze service desk requests offer assistance when possible and direct the calls to the appropriate IT team when necessary. Familiar with and an expert at processing requests and incidents within an established incident management system this position requires patience creativity good interpersonal skills and intelligence. The ability to organize prioritize and work with minimal supervision is also essential.
Responsibilities
- Act as liaison and assist all levels of university users with their questions and needs
- Clarify the nature of a problemandProvidefirst line analysis and diagnosis
- Promptly escalatecomplex or unresolved issuesto the appropriate IT team member
- Logincidents and service requests and maintainrelevant records from submission to resolution:
- Identify and classify incident types and service interruptionscataloging them by symptom and resolution
- Be familiarwith internal policies procedures guidelines and available help resources;
- Stay up to dateoncampus technology changes or issues
- Consistently reviewclient issues and identify solutions and possible side effects.
- Informusers about the process and adviserelevant persons of actions taken
- Train new service desk employees
- Assistwith the development of standards and applythese to track monitor report resolve or escalate issues
- Contributeto creation of support documentation in knowledge base
- Participate in special projects as assigned
- Respond to questions from walkups from various IT service points on campus in conjunction with other IT service staff when available
- Fulfill multiple roles as needed when operating from a satellite service desk and be prepared to multitask
- Provide introductory level of training on basic technology and university IT procedures to faculty and staff on campus
Qualifications
- Two year diploma from a university or equivalent
- IT certifications (e.g. CompTIA A Microsoft Certified Professional) would be considered an asset
- 2 3 year of related call centre experience in information technology
- Service Now ITSM experience
- Google Suite and MS Office Suite experience
- Customer service expertise includingstrong communication and interpersonal skills
- Ability to work independently and collaboratively in a fastpaced environment
- Ability to be resourceful and adaptable and exhibitselfconfidence in tackling unfamiliar information would be an asset
Salary: $55982 $70841 per annum.
Closing Date: May 16 2025
A cover letter and resume should be submitted in one .pdf document. Please title your .pdf document as follows: Last Name Requisition Number Document (ex. Smith 999999 ).
Required Experience:
IC
Employment Type
Full-Time
