Service Desk Analyst

Website University of Manitoba

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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