Service Analyst

Overview

Position Purpose and Summary : The Service Analyst provides frontline and Tier 2 technical support through the Service Hub, resolving a wide range of service requests and incidents across the University. This role manages operational service areas including user accounts, phones, printing, and access to software tools. The Analyst maintains accurate documentation, contributes to process improvements within their portfolio, and ensures service is delivered in a timely, professional, and Christ-centered manner.

Key Areas of Accountability

Support and Incident Resolution

• Monitor and resolve incidents and service requests through multiple channels, ensuring compliance with service level agreements (SLAs).

Customer Experience and Service Culture

Service Operations and Continuous Improvement

Knowledge Base Management

The Person

Skills And Abilities

Personal

Driven and inspired by the idea of positively impacting the various marketplaces of life through the development of godly Christian leaders by serving the Trinity Western University community. A dedicated and mature evangelical Christian with an earnest desire to serve in family, church, work, and community. Affirm and support TWU’s mission, values, Statement of Faith, and Community Covenant. Strength of character and reputation, integrity, focused. A winsome personality with a positive and friendly attitude.

Servant-Leader Way of Life : Act in a manner that exemplifies Jesus Christ in all on and off-campus contacts thereby living out the servant leadership mission of the university and contributing effectively towards achieving the institutional and Kingdom goals of the organization.

Key Internal Interactions

Key Internal Departments

Reports : n / a

Reports to : Director of Customer Support Services, IT

Standards & Requirements

Education

Experience

Duties and responsibilities that do not constitute a major change may be added, deleted or changed at any time at the discretion of the supervisor either orally or in writing.

Benefits Of Working At TWU

Trinity Western University encourages applications from all eligible candidates who are able to commit to the University’s mission, values, and Christian identity as articulated in its Statement of Faith and Community Covenant. We are committed to an ethic of inclusion and to the equal treatment of all persons without discrimination in accordance with human rights law. We particularly invite applications from indigenous people, women, persons with disabilities, and visible minorities. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority. Persons with disabilities who anticipate needing accommodations during the application process should contact People & Culture. Trinity Western University is located on the traditional ancestral territory of the Sto : lo people.

#J-18808-Ljbffr