Position Service Desk Analyst II
Department IT Services; Chief Information Officer; CFO & VP, Administration
Status Staff, 100% full-time, Permanent
Start Date As soon as possible after review date
Salary Scale $4,701.90 - $5,529.35 per month (Staff pay group 9)
Review Date June 26, 2020
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.
Please note this position may be required to work evening and weekend hours and / or work at any UFV campus based on operational needs.
This position will also perform other related duties as assigned.
Duties & Responsibilities
IT SERVICE DESK OPERATIONS :
Assist with first contact support of incoming requests to the service desk when volumes are high or staffing needs require it
Fulfill standard service requests following procedural documentation
Act as an escalation point for advanced or difficult incidents and service requests
Perform post-resolution follow-ups with Level 1 Service Desk Analysts as required
Build rapport with service desk customers
Communicates effectively with users and colleagues to expedite problem resolution and ensures incidents are resolved through adequate follow-up
Escalate incidents with accurate documentation to suitable technician, team (Tier 2 Tier 3), or vendor when required
Prioritize incidents and service requests according to defined processes to meet defined SLAs
Reinforce SLAs to manage end-user expectations
Participates in or undertakes project related tasks when appropriate
Assist in software releases and rollouts according to change management best practices
Alert management to emerging trends in incidents
Deploy pre-packaged software using distribution tools and processes as requested by end users.
Maintains accurate and complete documentation of calls received and tracks activities with applicable tracking tools
Installs and supports various hardware, software, printers, telephones and other devices such as smartphones / tablets for staff, faculty, and students
Sets up and installs new computer systems according to established standards and ensures prompt return of old equipment
Perform hands-on fixes at the service desk when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
Maintains secure configurations on all laptops and desktops according to strict standards
Ensures operational continuity and prevents data loss on behalf of users
Provides technical advice, guidance, demonstration and support in the use and access to technology, including the use of computer software, hardware and tools
Provides training, mentorship, and technical guidance to more junior staff
Performs other duties as required to deliver exceptional service and to support UFV’s goals
Provides support as required for classroom technologies
KNOWLEDGE MANAGEMENT :
Develop knowledgebase articles, help sheets, and FAQ lists for end users
Review new, and existing knowledgebase, articles, help sheets, and FAQ lists for completeness and accuracy
Research solutions through internal and external knowledgebase as needed.
Maintains current knowledge of UFV’s hardware and software, application functionality and the high level architecture of UFV’s technical environment
QUALITY MANAGEMENT :
Evaluate documented resolutions and analyze trends for problem identification and ways to prevent recurring incidents.
Test fixes to ensure an incident has been adequately resolved.
Participate in IT Service Management improvement initiatives
Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
Creates documentation for service desk systems and procedures and recommends changes to improve productivity and efficiency of the service desk process as appropriate
Provide suggestions for continual improvement.
PROFESSIONAL DEVELOPMENT :
Maintains professional and technical knowledge by attending educational workshops and courses; reviewing professional publications;
and establishing personal networks.
Assesses new systems and methodologies
Attend workshops, training and conferences
Monitor new products and upgrades
Liaise with peers at other colleges and universities
Diploma in Information Technology or related discipline from an accredited post-secondary, and three years related experience supporting a variety of technology such as desktops (Windows / Mac), audio-visual equipment, printers, infrastructure (DNS, networking, applications, software and associated peripheral equipment), or an equivalent combination of education, training, and experience.
Information Technology Infrastructure Library (ITIL) certification an asset.
Help Desk Institute (HDI) certification an asset
Thorough knowledge of the principles, methodologies, tools and techniques utilized in providing technical desktop support.
Advanced knowledge of hardware components, operating systems, and applications, including good working knowledge of Active Directory user and computer management, IP, DHCP and Exchange System management.
Ability to gather information, diagnose and analyze a variety of complex technical issues and deliver creative and innovative technical solutions.
Ability to produce effective operational and systems documentation. Strong analytical, problem solving, organizational and time management skills.
Ability to communicate effectively both orally and in writing with clients, technical teams and other co-workers, work to schedules and adapt easily to changing priorities and business needs.
Strong customer service and interpersonal skills. Ability to work on multiple projects in a team environment.
Experience working within a Service Desk ITSM or ticketing tool
Ability to maintain confidentiality and handle sensitive data using discretion
Proficiency in the use of remote desktop management and support tools
Ability to arrange suitable transportation when travelling to work at other locations
Detail oriented, able to approach problems logically
How to apply
Direct application materials, referring to Posting #2020.142 , to hrinfo ufv.ca
The Selection Advisory Committee will begin reviewing applications on June 26, 2020 ; however, the position will remain open until filled.