Service Desk Analyst

Job Description:

The Service Desk Analyst provides IT-related assistance to all University of Manitoba faculty, staff, retirees, and students. The incumbent is responsible for providing excellent customer technical service that is courteous and responsive in a client-facing environment. The individual will work with IST customers providing guidance, advice, and documentation to troubleshoot or resolve IT-related problems. The position will be required to schedule audiovisual booking requests.

Job Requirements:

• Thorough knowledge of Microsoft Office Suite and similar business productivity tools required.
• Must have a strong knowledge of supporting and configuring mobile devices and tablets.
• Must have advanced knowledge of MS Window, MAC, iOS, Android, etc., operating systems required.
• Must have excellent troubleshooting skills for the following: PC workstations, laptops, printers, fax machines, and scanners.
• The ability to accurately type 30 words per minute required.
• Must be able to work individually and in a team environment.
• One to two years of experience working on a Help Desk or Service Desk in an academic or administrative environment.
• 2 – 3-year Diploma with related certificates in an IT discipline.
• Must be available to work occasional overtime, on-call shifts, and scheduled shifts at either campus.
• Familiarity with University of Manitoba supported applications is desirable (such as Banner, VIP, Aurora, UMLearn, etc.).
• The incumbent should be able to demonstrate a commitment to professional development pertinent to the field.
• Must have an excellent knowledge of web browsing software.
• Satisfactory work record, including satisfactory attendance and punctuality, is required.
• Experience working with an ACD phone system is preferred.
• Bachelor’s degree or Community College.
• Ability to manage varying workloads to analyze situations quickly and correctly under pressure required.
• Must have experience using an ITSM tool to record and manage incidents and service requests.
• Excellent oral and written communication skills required in dealing with all levels of staff and all levels of user knowledge required.
• Ability to provide support to staff and students in person and online regarding user issues with a variety of devices and screens required.
• An acceptable equivalent combination of education and experience may be considered.
• Must have experience supporting clients using Active Directory and MS Exchange.
• Must be able to work quickly and calmly under pressure and have a good deal of patience.
• Shift work is scheduled: M-F 8:00 a.m. to 8:00 p.m. Must be available to work at both campuses.
• ITIL Foundations certificate preferred.

Job Details:

Company: University of Manitoba

Job Category: Education

Vacancy Type: Full Time

Job Location: Brandon, Manitoba, CA

Application Deadline: N/A

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