Service Support Analyst - Kingston, Canada - Queen's University

Queen's University

Verified Company

Kingston, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Service Support Analyst

About Queen's University

Queen's University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting.

We have opportunities in multiple areas of globally recognized research, faculty administration, engineering & construction, athletics & recreation, power generation, corporate shared services, and many more.

Come work with us

Job Summary

A Brief Overview
The Service Operations Directorate of Information Technology Services (IT Services) at Queen's University requires a Service Support Analyst.

Job Description:

What you will do

Tracks and monitors user issues, generates reports, and develops workflows.
Identifies and updates procedures to enable efficient resolution of recurring problems.
Investigates and takes corrective action for escalated issues.
Configures systems and security on software to protect data by encryption and domain password security.
Support users through technical knowledge to ensure proper use of software and hardware.
Researches and recommends solutions to improve services, processes, and documentation.

Required Education

Threeyear Community College Diploma or Three-Year Bachelor Degree, or equivalent. In addition, requires trade certification, qualification, or ongoing learning to remain ahead of changes in technology or emerging fields.

Required Experience

More than 2 years and up to and including 3 years of experience.
Consideration may be given to an equivalent combination of education and experience.

Job Knowledge and Requirements

Practical and applied knowledge of specialized methods and processes that are typically acquired through a combination of technical or academic qualification and/or work experience.
Provide consultation and advice on nonstraightforward and/or complex issues.
Interaction with others typically requires interpersonal skills and the ability to understand and influence.
Adapt messages to meet the needs of the intended audience.
Build relationships, trust and credibility.
Manage own work and may train and review the work of casual employees, work study students and/or volunteers, to see commitments through to completion.
Contribute to setting work priorities and direction, supporting the team in achieving goals and objectives.
Participate in project team meetings and develop individual project plans.
Lead procedural or technological change within a unit.
Identify new problems and seek information and input to fully understand the cause of problems.
Identify opportunities to improve the effectiveness and efficiency of work processes.
Draw logical conclusions and provides opinions and recommendations.
Research equity, diversity, accessibility and inclusion resources and best practices relevant to the job and unit operations in order to inform evidencebased planning.
Commitment to principles of equity, diversity, accessibility, inclusion, Indigenization and human rights for equity deserving groups.