Job Duties / Qualifications, Skills and Abilities(QSA)
Job Duties Job Duties The Desktop Support Analyst is an entry point of contact for On-Campus technical support. Reporting to the Manager Infrastructure Services, analysts play a key role in responding to demand for incident resolution and service requests, while delivering exceptional customer satisfaction and a personalized service.
Desktop Support Analysts work On-Campus and respond to user inquiries, assess problems and issues with computer equipment and applications, and help resolve these issues for Sask.
Polytech staff and students. Desktop Support analysts need to balance creative and technical problem-solving, customer service, and collaboration to ensure that students, staff and faculty can access and utilize the software and resources they need for work.
- password and account management
- Windows and Mac devices
- troubleshooting peripherals
- software requisition and installation
- mobile devices
- enterprise application support
- training and documentation
- project and new service rollouts
- self-service knowledge base article development
Desktop Support analysts may be required to work evening and weekend shifts and work from any one of Sask Polytech’s locations.
Desktop Support Analysts will have an opportunity for growth and leadership skill development through the mentorship, onboarding, and training of student analysts.
QUALIFICATIONS, SKILLS, ABILITIES AND EXPERIENCE Specific Accountabilities Duties Required Qualifications, Skills and Abilities (QSA) 1.
Two-year Diploma in Information Technology (foreign education must have Canadian equivalency certification). Equivalent combinations of education, training and experience will be considered.
2. One year experience within an enterprise information technology environment.
3. Demonstrated knowledge in providing technical and troubleshooting assistance related to technical hardware and software, peripherals, mobile devices and other tools and products within an enterprise information technology environment.
4. Demonstrated knowledge in providing support and training through multiple communication channels including remote, phone, email, chat and in person, documenting those requests and solutions following established processes.
5. Demonstrated knowledge of service management, remote management, and client management tools.
6. Effective analytical, problem solving, and decision-making skills.
7. Strong communication and facilitation skills.
8. Effective organizational and time management skills.
9. Strong customer service skills, with proven ability to develop and sustain productive customer relationships.
10. Ability to work independently and / or cooperatively in groups with a high level of initiative and motivation.
11. Demonstrates valuing diversity. Desired QSA Required Competencies
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