Service Desk Analyst en Simon Fraser University

Who We Are

Simon Fraser University is a leading research university, advancing an inclusive and sustainable future. Our purpose – the essence of SFU – is to create and connect knowledge, learning and community for deeper understanding and meaningful impact. We are committed to fostering excellence, innovation, belonging and community in all that we do.

The Client Services Department is dedicated to supporting faculty, staff, instructors, and students in their teaching and learning endeavors. We provide assistance with audiovisual equipment, desktop support, and operate a service desk to address technical needs. Our team fosters a culture of learning and collaboration, empowering individuals to adapt to overcome daily challenges. Through our commitment to exceptional service, we ensure that technology enhances the educational experience and facilitates seamless communication within our community.

About the Role

The Service Desk Analyst provides first point of contact support including, assessment, investigation, diagnosis and resolution for complex incidents and service requests for all services provided by IT Services. The role supports new Enterprise services and systems that transition from the project team to Client Services (e.g., SFU Mail, Multi-Function Devices, Lecture capture, etc.). The Analyst provides high caliber customer service and supports users both remotely and in person, to diagnose and resolve problems relating to accessing and using the SFU network including printing, using SFU applications, Audio-Visual, software/hardware in labs and classrooms and client computing devices. The position manages overall incidents and service requests lifecycle related to all enterprise software and hardware. The Analyst investigates and analyzes problems; and liaises with users, other technical staff and external vendors/partners to resolve incidents and problems.

Full Job Description

Qualifications

Diploma in Information Technology or related discipline, and two 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.

• Strong analytical skills and a methodical approach to diagnosing issues.
• The ability to communicate clearly with users, both verbally and in writing, with a focus on customer service.
• A strong understanding of hardware, software, and networking concepts.

What We Offer

At SFU, our goal is to ensure our people are valued and supported by promoting a healthy work-life balance, professional growth and development, as well as a safe and respectful workplace. We offer continuing employees who belong in the Administrative & Professional Staff Association (APSA):

• 4 weeks’ vacation (prorated for the first year)*
• Hybrid-work program for eligible positions
• Employer paid defined benefit pension plan
• On-campus tuition waiver for employees and their immediate family members*
• Off-campus tuition reimbursements and professional development funds*
• And more! View our benefits brochure

*Prorated for part-time employees

Additional Information

There is an Identified Departmental Candidate.

Please include your cover letter and resume in one attachment.

SFU is an equity employer and strongly encourages applications from all qualified individuals including women, Indigenous Peoples, visible minorities, people of all sexual orientations and gender identities, persons with disabilities, and others who may contribute to the further diversification of the university.

We are committed to ensuring that the application and interview process is accessible to all applicants. If you require any assistance or accommodations, please contact [email protected].