Service Desk Analyst

Duties:

The Information Technology department is seeking a Service Desk Analyst to join our fabulous team. Our department is leading major technology and service management remediation projects and A LOT is changing. Are you excited by change? Do you have the determination to get things done during shifting times? Is providing excellent customer service while navigating people through tough issues your calling? Then this is the job for you!

The Service Desk Analyst provides front-line technical troubleshooting and support for students, faculty, staff, and visitors in the use of all VIU technology and VIU enterprise systems as well as personally owned devices for the purposes of instruction, learning, conducting research and performing institutional business functions. This position also provides front line support for dealing with Information Technology related security incidents and threats.

Technical troubleshooting and support duties involve analyzing complex technical problems and requests, determining priorities, and providing resolutions while communicating with clients on the telephone, in person and by email. The service desk analyst escalates unresolved requests to appropriate team members within the ITS department and tracks these requests to facilitate communication and resolution using a computer-based ticket system.

The position supports an extensive amount of technology:

• Windows and Apple desktops and laptops
• Apple, Android, and blackberry-based mobile phones and tablets
• Classroom technology including data projectors, document cameras, media devices, and instructor station panels
• Student and employee print settings, printers, and document print settings
• VIU phone services including analog, digital, VoIP and mobile phone systems as well as individual phone settings and phones
• All software applications including software used for teaching and learning, and productivity
• VIU enterprise systems including registration, financial, purchasing, and document viewing systems
• Network services including wired and wireless connections and network resources
• Account management including account settings, file management, and access to VIU resources such as mailboxes, printers, and share drives, etc.
• Completes general updates on the administrative area, faculty or department website (e.g., biographies, announcements, important dates, course information), ensuring information is current and accurate.

But don't be intimidated if you haven't worked with some of this technology. We will train you up and support your learning until you amaze yourself with how much you know! Our department supports ongoing learning and professional development and we LOVE employees who are eager to learn.

Our service desk analysts work in a high pressure, fast-paced environment frequently with a heavy workload that often have immediate requirements or tight deadlines. You would be regularly called upon to handle and resolve multiple issues concurrently, switching focus quickly and frequently while maintaining efficiency and accuracy.

This can be stressful. But it can also be a lot of fun. Our IT department values laughter, curiosity, and caring for each other. We work hard, we care hard, and we laugh hard. Apply now and join our quirky team!

Required Qualifications:

Two-year diploma in Information Technology or equivalent discipline from an appropriately accredited institution.
One to three years recent, relevant experience.
A combination of education and experience may be considered.

Preferred Qualifications:

PEOPLE SKILLS

• Strong customer service skills with demonstrated excellence in patience, kindness, and empathy.
• Ability to communicate complex situations in simple terms.

TECHNICAL SKILLS

• Front line/client support in a call center or technical support environment is a plus.
• Intermediate level word processing skills will help you a lot.
• Experience in a networked, Microsoft Windows, and Office Suite environment would help you understand our environment.
• Additional designations or certifications such as Help Desk Institute Customer Service Representative, Help Desk Institute Support Center Analyst, CompTIA A+ Certification and CompTIA Network+ Certification would also be an advantage to you.

VIU is pleased to offer eligible employees a comprehensive benefit plan; ample paid holiday time; professional development opportunities and a desirable pension plan. As part of the VIU campus community, our employees work with supportive colleagues within an encouraging environment and are provided with the tools and training that promote learning and development. The perks of VIU employment are multiple, and include well-being initiatives and services, strategic discounts, and flexible work opportunities.

Note:

• Short-listed candidates must provide original transcripts, or applicable original certifications at time of interview.
• All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.
• Vancouver Island University (VIU) is collectively committed to building and sustaining a diverse and inclusive working and learning environment for faculty, staff, and students. In our journey towards greater diversity, we invite applications from members of equity-seeking communities including women, racialized and Indigenous persons, persons with disabilities, persons of all gender identities and sexual orientations who bring value to the VIU community through their lived experiences. We encourage members of all equity-seeking groups to self-identify within their application cover letter. When a candidate voluntarily discloses this information in their cover letter, the information will be used only for the fulfillment of the career opportunity. Disclosure and/or self-identification with an equity-seeking group will not lead to advantageous treatment of a candidate who is not qualified.