This competition is open to all applicants however; internal candidates and applicants who were former employees of the University of Alberta will be given priority consideration before external candidates. Please log in to verify your internal candidate status.

**Location -**This role is hybrid with a mix of remote and in-person work at North Campus, Edmonton.

Position Summary

As a member of the IT Service Desk within the Shared Services Staff Service Centre, the Service Desk Analyst serves as the primary point of contact for technical support for the University community. Reporting to the Team Lead, IT Service Desk, this role supports 180,000+ students, staff, faculty, and broader community to ensure their reliable access and effective utilization of the U of A's IT and digital services.

The successful candidates can look forward to an energetic, professional team environment where there is a commitment to personal and professional growth.

Shared Services is a close-knit community of smart, approachable people who collaborate, exchange knowledge and identify solutions. Our team of experts problem-solves by collaborating with Centres of Expertise (centres providing strategic expertise and specialized services in specific functional areas), faculty and staff in order to see the whole end-to-end process and find a solution that works for the entire community. We provide advice, guidance and leadership in process, quality and accuracy.

Shared Services is a highly educated, integrated team that provides service excellence in delivering and innovating the diverse catalogue of services we are responsible for. Ultimately, we create a human, positive experience when it comes to problem-solving.

The staff who are joining Shared Services can expect to feel empowered in the service they provide and look to grow their careers with critical thinking, relationship building and ongoing learning opportunities.

• Processes queries and requests, and offers remote support for users via email, chat and over the telephone for a variety of IT support requests, focusing on completing the interaction and escalating requests to other support teams/units as necessary

• Takes ownership of all interactions and follows interactions through to resolution to gain knowledge where appropriate

• Provides support to clients in various areas of physical and virtual computing platforms and operating systems; primarily with Windows and Mac with basic support for UNIX and Linux

• Provides support for various mobile devices, including Apple iOS and Android, including support for connecting and troubleshooting systems and mobile devices to wired and wireless networks

• Provides support for applications and software platforms such as uAlberta Google Apps, including Mail, Calendar, Documents, and identity management for Campus Computing IDs (CCID) and Windows Domain User Accounts

• Provides remote support for A/V IT equipment in Smart Classrooms and other A/V IT-enabled learning, research, and administrative rooms

• Assists clients in the setup and installation of various desktop software such as Microsoft Office programs (Word, Excel, PowerPoint and Outlook) and Adobe Creative Cloud

• Tracks and records interactions and problems in a centrally-managed ticketing system both accurately and concisely

• Reference, develop, and update knowledge-base articles and other online help tools or resources designed to assist University faculty, staff, and students in resolving their issues

• Prioritizes and categorizes all incoming interactions; escalates more complex interactions to the appropriate support team for resolution

• Understands work functions and liaises with other University IT service units, including IST, Augustana, Campus Services, Campus Saint-Jean, and other support units

• Computer Technology certificate; post-secondary diploma in Computer Technology or A+ certification; equivalent combinations of education and experience will be considered

• 1 to 2 years of experience as technical support on a service desk or call center

• Help Desk Institute – Support Center Analyst Certification is an asset

• IT Infrastructure Library (ITIL) – Foundations v3 Certification is an asset

• Experience with Freshservice is considered an asset

• Ability to manage multiple priorities

• Ability to understand and analyze user computing problems and needs

• Ability to describe complex concepts and procedures in terms the clients will understand and follow verbally and in writing

• Excellent verbal and written communication skills

• Intuitive and empathetic listening skills

• Customer service-related experience is a strong asset

Application Instructions

Click "Apply Now" to submit your cover letter and resume.

This position is subject to all applicable terms and conditions of the collective agreement between the Governors of the University of Alberta and the Non-Academic Staff Association (NASA).

This position offers a comprehensive benefits package*.*

The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Métis, Inuit and all FirstPeoples of Canada, whose presence continues to enrich our vibrant community.

The University of Alberta is a community of knowledge seekers, change makers and world shapers who lead with purpose each and every day. We are home to over 14,000 faculty and staff, more than 40,000 students and a growing community of 300,000 alumni worldwide.

Your work will have a meaningful influence on a fascinating cross-section of people - from our students and community members, to our renowned researchers and innovators, making discoveries and generating solutions that make the world healthier, safer, stronger and more just. Learn more.

At the University of Alberta, we are committed to creating an inclusive and accessible hiring process for all candidates. If you require accommodations to participate in the interview process, please let us know at the time of booking your interview and we will make every effort to accommodate your needs.

We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.

All University employees have a responsibility to foster a workplace that prioritizes safety in all its forms—physical, cultural, and psychological. This is achieved by promoting a safe environment, adhering to all safety laws, policies and procedures, completing all required safety training, identifying hazards and implementing controls, reporting incidents, and contributing to a culture of belonging and respect, while endeavoring to ensure that all colleagues feel valued and safe to express their thoughts, perspectives and concerns.

The University of Alberta is committed to creating a university community where everyone feels valued, barriers to success are removed, and thriving connections are fostered. 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.

L’Université de l’Alberta s’engage à créer une communauté universitaire où chaque personne se sent valorisée, où les obstacles à la réussite sont éliminés et où des connexions enrichissantes peuvent se développer. Nous accueillons les demandes de toutes les personnes qualifiées. Nous encourageons les femmes; Premières nations, Métis et Inuits; membres des groupes minoritaires visibles; personnes handicapées; personnes de toute orientation sexuelle ou identité et expression de genre; et toutes les personnes qui peuvent contribuer à la diversification des idées et à l'université à postuler.