Desk receptionist Jobs in Gatineau, QC

Job Information

Job Number : J1125-0245

Job Title : Service Desk Analyst

Job Type : Continuing Full Time

Department : Client Services

Job Category : Information Technology

Number of Positions : 2

Date Posted (dd / mm / yyyy) : 28 / 11 / 2025

Closing Date (dd / mm / yyyy) : 08 / 12 / 2025

Salary : 67,858.00 - 74,735.00 / Year

Employee Group : CUPE 2424

Salary Level : 8R

Hours Per Week : 35

Date Position Available : 12 / 01 / 2026

Overview

Carleton University is situated on unceded Algonquin territory and bordered by the Rideau River and the Rideau Canal, a UNESCO World Heritage site, in Ottawa, Ontario. The university is just minutes from the heart of our nation's government and G‑7 organizations, providing opportunities for staff, faculty and students to make a positive impact in our community and around the world. Named a Top 100 Employer in 2023, 2024 and 2025 and a National Capital Region Top Employer for 10 consecutive years, Carleton is one of Canada’s most resourceful and productive hubs of learning and research. The university’s smart, caring and connected community inspires and empowers individuals to become change leaders who drive impact in the world while challenging conventional thinking. At Carleton, we are committed to fostering an innovative, equitable and welcoming work environment. Carleton is a nationally certified Healthy Workplace and the recipient of Canada Awards for Excellence, Healthy Workplace Order of Excellence and Platinum Level Certification for Mental Health at Work.

Service Desk Analyst Duties and Responsibilities

The Service Desk Analyst works under the supervision of the ITS Service Desk Supervisor to provide technology services and support to affiliates, faculty, staff, and students. The Analyst provides front‑line telephone, walk‑in, email, service management portal and on‑site consulting support and solutions by handling incidents from origin through to closure. Duties include troubleshooting, diagnosis, provisioning, guidance, training, and problem solving for a wide variety of technological services and support requests. The analyst functions as a Service Desk team member, working closely with all staff, faculty members, students, student consultants, ITS staff, and Computing Service Units (CSUs).

Qualifications

• Ability to work well under pressure is a requirement of the position.
• Excellent customer service, communication, problem identification and resolution skills.
• Ability to provide enterprise information technology solutions and services to support the learning, teaching, research, and administrative goals of Carleton University.
• Committed to engaging customers in a collaborative and proficient manner and expected to be proactive in dealing with customer problems, finding solutions, and acting as an advocate for Carleton U community members.
• Ability to collect and review customer service metrics, which are used in establishing service limits and monitoring progress against these targets.
• Ability to troubleshoot problems and to explain computing related concepts clearly to non‑technical clients.
• Highly organized and able to prioritize tasks in a busy environment.
• Thorough knowledge of and experience with the campus computing environment, as well as knowledge of a wide variety of commonly used applications currently and previously in use including but not limited to email, word processing, spreadsheets, calendars, file sharing and storage, remote connectivity, VPN, website editing, data management, video conferencing, printing, password management, teaching and learning software elements, and cyber security principle – AAA (Authentication, Authorization and Accountability).
• Able to provide training, assistance, and advice as necessary, as well as to write clear, concise documentation for internal use and client reference.
• Able to provide student staff orientation training sessions, including the creation of documentation, presentation slides, and onboarding packages.

Education and Experience

HR Note

Equivalencies will be considered. Applicants are encouraged to provide information which may demonstrate equivalent qualifications. Please note that applicants may be required to complete an employment test as part of the selection process for this position. Those applicants that are selected for an interview will be requested to contact the Human Resource Advisor assigned to this competition as soon as possible to discuss any accommodation requirements. Carleton University is strongly committed to fostering diversity within its community as a source of excellence, cultural enrichment, and social strength. We welcome those who would contribute to the further diversification of our University, including women, visible minorities, First Nations, Inuit and Métis peoples, persons with disabilities, and persons of any sexual orientation or gender identity and expression.

Health and Safety Requirements

This position is regularly required to work on campus in person. In the event of a public health emergency or a health and safety issue, it is possible that you may be required to work temporarily remotely due to public health orders, directives and / or health and safety requirements. If this happens, you will work with your direct manager to set up a remote work environment including discussing appropriate technology and requirements. You are required to follow all University policies and directives, including setting up a safe and confidential workspace in a remote location and ensuring all Carleton property (intellectual and other) is safeguarded. If required to work remotely, you will be notified by your manager when working full time physically onsite will resume.

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