-
Job Description
A Brief Overview
Reporting to the Manager, Service Support Centre, the Service Support Analyst, Information Technology Services (IT Services), is a lead member of the Service Support Centre team, assisting faculty, students and staff within a triage-based support framework. The Analyst combines advanced problem-solving skills with in-depth knowledge of how systems and applications are used at the university to resolve IT based issues, and to provide recommendations and instructions to assist and improve the end user experience. The Analyst also provides technical guidance to L1 Analysts and casual student staff within the Service Support Centre, ensuring that the Support Desk effectively resolve problems being experienced by end users. Additional activities include incident remediation, incident management, technical consulting, and writing of internal technical documents. This position provides escalated user support to resolve issues for a variety of operating systems (Windows, Mac, mobile etc.), desktop applications, and other technologies. This position tracks and monitors user issues, generates reports, and develops workflows. This position investigates and takes corrective action for escalated issues. This position also configures systems and security on software to protect data by encryption and domain password security.
The position is often challenging, yet rewarding, as you work both individually and as a cohesive team of Analysts to troubleshoot and resolve client facing issues. If you enjoy an environment where no two days are alike, if you have extensive experience with complex technical issues associated with desktop support and a variety of applications, and if you excel at delivering customer service with empathy, enthusiasm, and a can-do attitude, consider applying for the Service Support Analyst role. We look forward to hearing from you.
#J-18808-Ljbffr
Reporting to the Manager, Service Support Centre, the Service Support Analyst, Information Technology Services (IT Services), is a lead member of the Service Support Centre team, assisting faculty, students and staff within a triage-based support framework. The Analyst combines advanced problem-solving skills with in-depth knowledge of how systems and applications are used at the university to resolve IT based issues, and to provide recommendations and instructions to assist and improve the end user experience. The Analyst also provides technical guidance to L1 Analysts and casual student staff within the Service Support Centre, ensuring that the Support Desk effectively resolve problems being experienced by end users. Additional activities include incident remediation, incident management, technical consulting, and writing of internal technical documents. This position provides escalated user support to resolve issues for a variety of operating systems (Windows, Mac, mobile etc.), desktop applications, and other technologies. This position tracks and monitors user issues, generates reports, and develops workflows. This position investigates and takes corrective action for escalated issues. This position also configures systems and security on software to protect data by encryption and domain password security.
The position is often challenging, yet rewarding, as you work both individually and as a cohesive team of Analysts to troubleshoot and resolve client facing issues. If you enjoy an environment where no two days are alike, if you have extensive experience with complex technical issues associated with desktop support and a variety of applications, and if you excel at delivering customer service with empathy, enthusiasm, and a can-do attitude, consider applying for the Service Support Analyst role. We look forward to hearing from you.