Help Desk Analyst

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

Job summary

A leading university in Calgary is seeking a Help Desk Analyst to support its IT services. This role involves assisting users, managing service desk requests, and providing technical support. The ideal candidate will have strong communication skills and relevant IT experience. Join a dynamic team dedicated to enhancing technology services for the university community.

Qualifications

• 2-3 years of related call center experience in IT.
• IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) are assets.

Responsibilities

• Assist university users with questions and needs.
• Provide first-line analysis and diagnosis of issues.
• Log incidents and requests, maintaining records.

Skills

Customer Service

Communication

Interpersonal Skills

Education

Two-year diploma or equivalent

Tools

ServiceNow ITSM

Google Suite

MS Office Suite

Job description

Help Desk Analyst

Job Type: Permanent, Full-time, Hybrid Work (ineligible)

Location: Mount Royal University, Calgary, Alberta, Canada

Salary Range: $55,982.00 - $70,841.00 per annum

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
• 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 expertise in incident management systems, patience, creativity, interpersonal skills, and the ability to work independently.

Responsibilities

• Assist university users with questions and needs
• Provide first-line analysis and diagnosis of issues
• Escalate complex issues to relevant IT teams
• Log incidents and requests, maintaining records from submission to resolution
• Identify incident types and catalog them appropriately
• Stay updated on campus technology changes and issues
• Review client issues, identify solutions, and inform users of actions taken
• Contribute to support documentation and participate in projects
• Respond to walk-up queries and multitask across service points
• Provide basic training on technology and IT procedures

Qualifications

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

Application Details: Submit a cover letter and resume in one PDF, titled as [Last Name], [Requisition Number], [Document Title].pdf. Application deadline: May 16, 2025.

We encourage all qualified applicants, including Canadian citizens and permanent residents, to apply. Only shortlisted candidates will be contacted. For accommodations during the recruitment process, contact [e-mail].