Help Desk Analyst

Mount Royal University Career Services; Calgary; Hybrid; CAD 55,000 - 71,000; Full time

Job summary

An established industry player is seeking a Help Desk Analyst to enhance their service desk operations. This role involves assisting university users with technical inquiries, managing service requests, and providing first-line analysis and diagnosis. The ideal candidate will possess strong customer service skills, be adept at problem-solving, and thrive in a dynamic environment. With a focus on collaboration and adaptability, this position offers the opportunity to contribute to a supportive community that values diversity and innovation. Join a forward-thinking team that prioritizes employee development and well-being.

Benefits

Paid Vacation

Winter Holiday Closure

Personal Days

Free Recreation Centre Membership

Health and Dental Benefits

Pension Plan

Disability Benefits

Learning/Training Paid by Employer

Qualifications

• 2-3 years of related call center experience in IT.
• Ability to work in a fast-paced environment.

Responsibilities

• Act as a liaison for university users with IT needs.
• Log incidents and maintain records from submission to resolution.
• Train new service desk employees.

Skills

Customer Service Expertise

Communication Skills

Interpersonal Skills

Problem Solving

Ability to Work Independently

Adaptability

Education

Two Year Diploma

IT Certifications (e.g., CompTIA A+, Microsoft Certified Professional)

Tools

Service Now ITSM

Google Suite

MS Office Suite

Job description

Job Title

Help Desk Analyst

Job Type

Permanent

Union

MRSA

Position Classification

SCS01 Client Support I

Salary Grade

$55,982.00 - $70,841.00

FT or PT

Full-time

Hybrid Work

This position is ineligible

Position End Date (if applicable)

Location

MRU Main Campus - Calgary, AB T3E 6K6 CA (Primary)

About This Position

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About The Department Of Information Technology Services

Mount Royal University’s Information Technology Services supports our mission by providing technical support, solutions, and diversified services to the Mount Royal community.

• Solutions Delivery
• Technology & Client Services
• IT Infrastructure
• Cybersecurity
• ITS Projects
  
  

About The Role

The Help Desk Analyst will organize and maintain various aspects of the Service Desk. The primary duties are to analyze service desk requests, offer assistance when possible and direct the calls to the appropriate IT team when necessary. Familiar with and an expert at processing requests and incidents within an established incident management system, this position requires patience, creativity, good interpersonal skills and intelligence. The ability to organize, prioritize and work with minimal supervision is also essential.

Responsibilities

• Act as liaison and assist all levels of university users with their questions and needs
• Clarify the nature of a problem and Provide first line analysis and diagnosis
• Promptly escalate complex or unresolved issues to the appropriate IT team member
• Log incidents and service requests and maintain relevant records from submission to resolution:
• Identify and classify incident types and service interruptions cataloging them by symptom and resolution
• Be familiar with internal policies, procedures, guidelines and available help resources;
• Stay up to date on-campus technology changes or issues
• Consistently review client issues and identify solutions and possible side effects.
• Inform users about the process and advise relevant persons of actions taken
• Train new service desk employees
• Assist with the development of standards, and apply these to track, monitor, report, resolve or escalate issues
• Contribute to creation of support documentation in knowledge base
• Participate in special projects as assigned
• Respond to questions from walk-ups from various IT service points on campus in conjunction with other IT service staff when available
• Fulfill multiple roles as needed when operating from a satellite service desk and be prepared to multitask
• Provide introductory level of training on basic technology and university IT procedures to faculty and staff on campus
  
  

Qualifications

• Two year diploma from a university or equivalent
• IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) would be considered an asset
• 2 - 3 year of related call centre experience in information technology
• Service Now ITSM experience
• Google Suite and MS Office Suite experience
• Customer service expertise, including strong communication and interpersonal skills
• Ability to work independently and collaboratively in a fast-paced environment
• Ability to be resourceful and adaptable and exhibit self-confidence in tackling unfamiliar information would be an asset
  
  

Salary: $ 55,982 -$70,841 per annum.

Closing Date: May 16, 2025

A cover letter and resume should be submitted in one .pdf document. Please title your .pdf document as follows: [Last Name], [Requisition Number], [Document Title].pdf (ex. Smith, 999999, CV.pdf).

We encourage all qualified applicants to apply, however, Canadian citizens, permanent residents and others currently legally authorized to work in Canada will be given priority. Please note only applicants selected for an interview will be contacted. After the close date, you can check on the status of your application through your Career Centre. New career opportunities arise frequently and are posted as they become available. Please check back often to view our latest postings on our Career Opportunities page.

If you require accommodation to participate in the recruitment process, please notify [e-mail] and we will work together on your accommodation request.

About MRU

Founded in 1910 and located in Calgary, Alberta, Canada, Mount Royal University grew into a vibrant college in the 1930s and became a mid-sized university in 2009. A student-focused undergraduate university built on teaching excellence, Mount Royal University is known for our top-calibre programs, high-quality teaching and learning experience, robust delivery of liberal education, scholarly teaching, experiential learning and undergraduate research. MRU serves approximately 15,782 students, including 11,752 full-time and 4,030 part-time learners. MRU offers 13 bachelor's degrees encompassing 37 majors across faculties such as Arts, Business, Communications, Health, Community & Education, and Science & Technology. MRU also boasts one of Canada's elite Aviation Accreditation Board International (AABI) accredited programs. With over 74% of its student body drawn from the local area, Mount Royal University primarily serves Calgary and its surrounding region. MRU is a diverse yet close community with over 1,800 employees. Mount Royal provides employees the support they need to lead and advance institutional goals. Learn more about MRU's Academic Plan and Strategic Plan.

What We Offer

Talented and committed employees are the driving force behind student success. We strive to be an employer of choice among Canadian post-secondary institutions. At MRU, we recognize that people are a combination of many intersecting identities; we work to cultivate an environment that welcomes the whole person, and harnesses the strength that is available in our diversity, creating a rich and inclusive workplace.

Investing in the learning and development of our employees benefits the individual and the University. A variety of services, resources and programs encourage a healthy, productive workplace. MRU offers a competitive total compensation package including learning/training paid by employer, paid vacation, winter holiday closure, personal days and a free membership in our fully equipped recreation centre. Positions over six months may also be eligible for health and dental benefits, pension, health and personal spending accounts, and disability benefits.

Our campus offers the convenience of a full medical clinic, dentist and pharmacy, as well as a variety of wellness services such as physiotherapists and massage therapists. Campus Recreation offers many activities, including personal training, fitness classes, climbing, aquatics, sports, tournaments and certifications for students, employees and the public.