Technical Service Call Centre Analyst

Athabasca University (AU); Town of Athabasca; On-site; CAD 55,000 - 75,000; Full time

Job summary

A higher education institution in Canada is seeking a Technical Service Call Centre Analyst to resolve IT issues for its user community and escalate as needed. This full-time temporary position requires a minimum of 3 years of call center experience. Strong communication skills and familiarity with AWS Cloud services are preferred. Candidates with relevant degrees or certificates will be prioritized. Competitive technical support role with opportunities for internal applicants.

Qualifications

• 3 years experience in Technical Call Centers or servicing a diverse, remote-based workforce.
• Strong technical and analytical skills required.
• Ability to resolve IT problems and requests from users.

Responsibilities

• Resolve IT problems and requests for the user community.
• Escalate issues to appropriate IT resources as needed.
• Ensure effective operation of technical aspects of the network and online learning environment.

Skills

Technical Call Center experience

AWS Academy Cloud Foundation

ServiceNow CS – IT Service Management Certification

ITIL 4 Certification

Excellent communication skills

Team participation

Knowledge of AWS Connect

Education

Degree or diploma in relevant field

Job description

Athabasca University's Cloud Business Office is recruiting for a Technical Service Call Centre Analyst.

This is a full-time temporary position ending October 14, 2026.


First consideration will be given to internal applicants according to the AUPE Collective Agreement, Article 11.02

The Position

The Technical Service Call Centre Analyst is responsible for resolving IT problems and requests from the AU user community, and for escalating as required to the appropriate IT resource.

The incumbent must have an in-depth broad range of knowledge of AU departments, policies, and procedures, as well as technical and analytical skills. The Technical Service Call Centre Analyst works with other teams to ensure that all technical aspects of the network and the online learning environment are operating effectively.

Qualifications

• 3 years experience participating in Technical Call Centers or other types of Call Centre and servicing a diverse, remote-based workforce
• AWS Academy Cloud Foundation course completion preferred
• ServiceNow CS – IT Service Management Certification preferred
• ITIL 4 Certification preferred
• Degree or diploma in business, communication, project management, information technology. In lieu of a degree or diploma, additional experience over and above the minimum requirement may be considered
• Excellent written and oral communication skills
• Enthusiastic team member and participant in team issues management
• Knowledge of AWS Connect Call Centre operations and best practices preferred

A detailed job description can be viewed at: Technical Service Call Centre

Contact Information

For more information regarding thisrole, please contact Ryan Yee,Manager, Technical Service Management, [e-mail].