Service Desk Associate

Cambrian College; Belleville; On-site; CAD 42,000 - 54,000; Part time

Job summary

Cambrian College in Belleville, Ontario is seeking a front-line service desk assistant to provide initial support during business hours. You will manage accounts, assist with password resets, triage tickets, and guide customers on common IT issues.

Ideal candidates have a two-year diploma and at least one year in a customer service role, strong communication, and familiarity with Windows, Microsoft 365, MFA, and ITSM concepts. Experience in education (Banner/Canvas) is a plus.

Qualifications

• Two-year diploma in technology, business administration, or related field.
• At least 1 year in a front-line customer service role.
• Strong customer service, rapport-building, and communication skills.
• Excellent critical thinking, accuracy, and attention to detail.
• Ability to prioritize in a fast-paced environment.
• Knowledge of Windows, Microsoft 365, MFA, and basic hardware troubleshooting.
• Familiarity with IT service management concepts (incidents and service requests).
• Experience with service desk tools and ticketing systems. ITIL v4 is a plus.
• Experience in educational settings (Banner/Canvas) is beneficial.

Responsibilities

• Provide front-line service desk support, including account management and triage.
• Troubleshoot basic technical issues such as login and MFA problems.
• Offer general inquiry support, guidance, and advice to clients.
• Support parking services and issue keys with proper approvals.
• Maintain accurate key documentation and inventory records.
• Perform other related duties as assigned.

Skills

Customer service

Communication

Attention to detail

Critical thinking

Time management

Prioritization

Team collaboration

Diversity & inclusion

Incident handling

Education

Two-year diploma (tech/business)

Tools

Windows

Microsoft 365

Multi-factor Authentication

Banner SIS

Canvas LMS

Job description

This position provides front-line service desk support during regular business hours. Hours may be extended to cover staff vacations or to meet increased demand at the start of academic terms. This role focuses on entry-level support and differs from the full-time service desk technician position, which involves more advanced technical responsibilities and a broader scope of work.

Key responsibilities

• Provide front-line service desk support, including account management, password resets, ticket intake and triage, and initial issue response.
• Troubleshoot basic technical issues such as multi-factor authentication and login problems.
• Provide general inquiry support, guidance, and advice to clients.
• Support parking services by issuing permits and providing parking-related information.
• Issue keys and grant access upon appropriate approval; maintain accurate key documentation and inventory records.
• Perform other related duties as assigned.

Qualifications

• Completion of a two-year diploma, preferably in technology, business administration, or a related field.
• Minimum of one year of experience in a front-line, customer service related role.
• Strong customer service skills, with the ability to build rapport and communicate effectively.
• Excellent critical thinking, analytical, accuracy, and attention-to-detail skills.
• Ability to prioritize and perform effectively in a fast-paced, high-pressure environment.
• Working knowledge of client computing technologies, including Windows, Microsoft 365 suite, mobile devices, multi-factor authentication, software installation and basic hardware troubleshooting.
• Demonstrated commitment to diversity and inclusion when supporting a diverse student and staff population.
• Working knowledge of IT service management principles, including incident and service request processes.
• Familiarity with service desk tools, ticketing systems, and documentation standards
• ITIL v4 foundation certification would be an asset.
• Experience in an educational environment and familiarity with student information systems (Banner) and learning management systems (Canvas) are considered assets.