The Office of the CIO (OCIO) comprises the IT Services (ITS) and Business Transformation Office (BTO). The unit is experiencing a period of exciting transformation and growth with the goal of improving the technology experience and service delivery to UFV’s students, faculty, and staff.
Reporting to the Service Desk Team Lead, the Service Desk Analyst 2 (SDA2) you will provide support to users at basic to complex levels; installs, supports and provides training on various hardware, software, printers, telephones and other devices such as smartphones/tablets; and provides technical guidance to more junior staff. The SDA2 will provide support for level 1 service desk analysts by assisting in first contact support and resolving increasingly complex or novel service requests and critical incidents.
Additional focus areas will be activities such as the creation and review of knowledgebase articles, review of processes and activities for improvement opportunities, and ensuring the quality resolution of incidents and service requests in adherence to agreed upon service level agreements.
The SDA2 role is responsible for ensuring client requirements are met in terms of communication, documentation, prioritization, escalation and resolution of incidents as well as the fulfillment of service requests following established procedures. The SDA2 provides high caliber customer service and supports users both remotely and in person to diagnose and resolve problems relating to accessing and using the UFV network. The UFV network includes, but is not limited to, printing, telephony, using UFV applications, audio-visual systems, software/hardware in labs and classrooms and client computing devices. The SDA2 provides technical guidance to more junior staff including student co-ops and auxiliary staff where required.
This position works in both the Abbotsford and Chilliwack campuses and will work evenings and Saturdays as scheduled.
EDUCATION & TRAINING
EXPERIENCE
The University of the Fraser Valley is located on the traditional territory of the Halq'eméylem-speaking peoples. We express our gratitude and respect for the honour of living and working in Stó:lo Tém:éxw (Stó:lo Land; Stó:lo World). In all that we do, UFV strives to support and honour the Stó:lo peoples goals of self-determination and well-being on these lands. A commitment to Indigenization and Reconciliation is core to our institutional Vision and Integrated Strategic Plan: IYAQAWTXW — which means House of Transformation. This commitment includes the goal of centering Indigenous ways of knowing throughout our organization, recognizing our responsibilities to community, and a multi-year plan to increase the number of Indigenous faculty, staff, and administrators working at UFV.
UFV has four campus locations within the beautiful Fraser Valley in British Columbia. Recognized as one of BC's top employers, UFV offers a combination of career and lifestyle benefits. Join a team of 1,400 passionate professionals who value integrity, inclusivity and excellence. At UFV, you will serve a vibrant community, and shape the future of 15,000 students.
Indigenization, equity, and diversity are essential to our work as a university. A diverse community fosters the inclusion of voices that have been historically underrepresented and marginalized. At UFV, we are committed to recruiting a diverse workforce that represents the community we proudly serve. We encourage applications from Indigenous peoples, members of groups that experience discrimination due to race, colour, place of origin, ancestry, and/or religion, persons who identify as women and 2SLGBTQ+, and persons with disabilities. We invite applicants to complete a confidential self-identification survey as part of the application process. All questions are voluntary, with an option to decline to answer. Information will be used to support efforts to broaden the diversity of the recruitment process, and results are not shared with the selection committee. Inquiries about the survey may be directed to careers@ufv.ca. Learn more about our commitment to diversity and inclusion.
All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority. In an effort to be both environmentally and fiscally responsible, UFV will contact only candidates receiving an interview. We thank all applicants for considering UFV for employment. Shortlisted applicants may be required to undergo a criminal record check and/ or a verification of their education credentials.
UFV is committed to the principle of equity in employment.
Please note: you should receive a confirmation email once you have successfully applied to this position. If you do not, please contact the Njoyn Help Desk at webhelp.njoyn or 1-877-427-7717 Monday to Friday 8am to 8pm (EST).