Job Description

Union/Affiliation:

Administrative and Professional Staff (APSA)

Pay range:

$69,102 to $82,420 annually

SFU Department Descr:

Surrey Campus IT Services

Position Grade:

7

# of openings:

1

Biweekly Hours:

72

Who We Are

Simon Fraser University is a leading research university, advancing an inclusive and sustainable future. Our purpose - the essence of SFU - is to create and connect knowledge, learning and community for deeper understanding and meaningful impact. We are committed to fostering excellence, innovation, belonging and community in all that we do.


The Client Services Department is dedicated to supporting faculty, staff, instructors, and students in their teaching and learning endeavors. We provide assistance with audiovisual equipment, desktop support, and operate a service desk to address technical needs. Our team fosters a culture of learning and collaboration, empowering individuals to adapt to overcome daily challenges. Through our commitment to exceptional service, we ensure that technology enhances the educational experience and facilitates seamless communication within our community.

About the Role

The Service Desk Analyst provides first point of contact support including, assessment, investigation, diagnosis and resolution for complex incidents and service requests for all services provided by IT Services. The role supports new Enterprise services and systems that transition from the project team to Client Services (e.g., SFU Mail, Multi-Function Devices, Lecture capture, etc.). The Analyst provides high caliber customer service and supports users both remotely and in person, to diagnose and resolve problems relating to accessing and using the SFU network including printing, using SFU applications, Audio-Visual, software/hardware in labs and classrooms and client computing devices. The position manages overall incidents and service requests lifecycle related to all enterprise software and hardware. The Analyst investigates and analyzes problems; and liaises with users, other technical staff and external vendors/partners to resolve incidents and problems.


Full