Help Desk Analyst

Mount Royal University; Calgary; On-site; CAD 55,000 - 71,000; Full time

Job summary

An established industry player is seeking a Help Desk Analyst to join their dynamic IT team. This role involves providing essential support to university users, analyzing service requests, and ensuring smooth operations of the Service Desk. The ideal candidate will possess strong communication skills, a customer-focused mindset, and the ability to work both independently and collaboratively. With a commitment to enhancing the technological experience of the university community, this position offers a rewarding opportunity to contribute to impactful IT solutions. If you're passionate about technology and service, this is the perfect role for you.

Qualifications

• 2-3 years call centre experience in IT required.
• Strong communication and customer service skills essential.

Responsibilities

• Assist university users with questions and needs.
• Analyze and diagnose service requests and incidents.
• Provide basic training on technology and procedures.

Skills

Customer Service

Communication Skills

Incident Management

Problem Solving

Education

Two-year diploma or equivalent

IT certifications (CompTIA A+, Microsoft Certified Professional)

Tools

ServiceNow ITSM

Google Suite

MS Office

Job description

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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

Location

Mount Royal University, Calgary, Alberta, Canada

About this Position

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

About the Department of Information Technology Services

• Solutions Delivery
• 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 include analyzing service desk requests, offering assistance, and directing calls to the appropriate IT team. The role requires familiarity with incident management systems, patience, creativity, interpersonal skills, and the ability to work independently.

Responsibilities

• Assist university users with questions and needs
• Analyze and diagnose service requests and incidents
• Escalate complex issues to the appropriate IT team
• Log incidents and requests, maintain records
• Stay updated on campus technology changes
• Develop support documentation and participate in projects
• Provide basic training on technology and procedures

Qualifications

• Two-year diploma or equivalent
• IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) are assets
• 2-3 years call centre experience in IT
• Experience with ServiceNow ITSM, Google Suite, MS Office
• Strong communication and customer service skills
• Ability to work independently and collaboratively

Additional Information

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

Closing Date: May 16, 2025

Application instructions and contact details are provided in the original posting.