IITS Jobs

Service Desk Analyst 

Posting Date:                 September 20, 2022

Closing Date:                Until filled

Position Title:                Service Desk Analyst

Department:                 Information and Instructional Technology Services

Hiring Rate:                  $27.43 per hour 

Appointment:               Full time for 6-month term. Possibility of extension

Responsibilities and Duties:

• Responding to end-user service requests
• Troubleshooting routine hardware/software issues
• Applying established standards when resolving routine and documented end user
• issues
• Troubleshooting networking connectivity issues for end-users
• Following-up with end-users on outstanding technical issues
• Troubleshooting and providing support for peripheral set-up and maintenance
• Liaising with technical specialists to resolve end-user issues
• Listening actively to clients with concerns
• Updating and maintaining service activities documentation
• Applying established standards when providing access to new users
• Checking to ensure equipment is in working order
• Conducting preventative maintenance on computing systems
• Recommending the purchase of equipment and supplies
• Other duties as assigned

Minimum Qualifications and Skills:

• College Diploma (2 years)
• Two years’ experience in customer service and/or end-user support roles
• Customer service skills with strong commitment to high quality service
• Ability to communicate effectively and patiently with both naïve and sophisticated users in person, by phone and by e-mail
• Knowledge of various desktop and mobile operating systems and email programs such as Outlook, Thunderbird, Mac mail
• Foundational knowledge of peripheral devices
• Desire to learn new technologies and applications and skills development   
• Manual dexterity to service and operate equipment
• Strong organizational skills
• Team oriented, able to work with peers
• Time Management and prioritization skills