Job Description:

About MRU

Founded in 1910 and located in Calgary, Alberta, Canada, Mount Royal University grew into a vibrant college in the 1930s and became a mid-sized university in 2009. Today, Mount Royal offers 14 bachelor degrees and 38 majors, along with a wide range of diploma and certificate options. We boast a diverse community with nearly 16,000 credit students, more than 5,500 non-credit students and about 1,700 employees.
Mount Royal is located in the traditional territories of the Niitsitapi (Blackfoot) and the people of the Treaty 7 region in Southern Alberta, which includes the Siksika, the Piikani, the Kainai, the Tsuut’ina, and the Iyarhe Nakoda. The City of Calgary is also home to the Métis Nation.
A student-focused undergraduate university built on teaching excellence, we are known for our top-calibre programs, high-quality teaching and learning experience, robust delivery of liberal education, scholarly teaching, experiential learning and undergraduate research. Learn more at mru.ca/Academic Plan.
We are committed to removing barriers and fostering the inclusion of voices that have been historically underrepresented or discouraged in our society. In support of our belief that diversity in our faculty and staff enriches the work, learning and research experiences for the entire campus community, we strongly encourage members of the designated groups (women, Indigenous Peoples, persons with disabilities, members of visible minorities, and diverse sexual orientation and gender identities) to apply and self-identify.

About the Department of Information Technology Services

Mount Royal University’s Information Technology Services supports our mission by providing technical support, solutions, and diversified services to the Mount Royal community.

• Solutions Delivery
• Technology & Client Services
• IT Infrastructure
• Cybersecurity
• ITS Projects

About the Role

The Help Desk Analyst will organize and maintain various aspects of the Service Desk. The primary duties are to analyze service desk requests, offer assistance when possible and direct the calls to the appropriate IT team when necessary. Familiar with and an expert at processing requests and incidents within an established incident management system, this position requires patience, creativity, good interpersonal skills and intelligence. The ability to organize, prioritize and work with minimal supervision is also essential.

Responsibilities

• Act as liaison and assist all levels of university users with their questions and needs
• Clarify the nature of a problem and Provide first line analysis and diagnosis
• Promptly escalate complex or unresolved issues to the appropriate IT team member
• Log incidents and service requests and maintain relevant records from submission to resolution:
  • Identify and classify incident types and service interruptions cataloging them by symptom and resolution
• Be familiar with internal policies, procedures, guidelines and available help resources;
• Stay up to date on-campus technology changes or issues
• Consistently review client issues and identify solutions and possible side effects.
• Inform users about the process and advise relevant persons of actions taken
• Train new service desk employees
• Assist with the development of standards, and apply these to track, monitor, report, resolve or escalate issues
• Contribute to creation of support documentation in knowledge base
• Participate in special projects as assigned
• Respond to questions from walk-ups from various IT service points on campus in conjunction with other IT service staff when available
• Fulfill multiple roles as needed when operating from a satellite service desk and be prepared to multitask
• Provide introductory level of training on basic technology and university IT procedures to faculty and staff on campus

Qualifications

• Two year diploma from a university or equivalent
• IT certifications (e.g., Comp TIA A+, Microsoft Certified Professional) would be considered an asset
• 2 - 3 year of related call centre experience in information technology
• Service Now ITSM experience
• Google Suite and MS Office Suite experience
• Customer service expertise, including strong communication and interpersonal skills
• Ability to work independently and collaboratively in a fast-paced environment
• Ability to be resourceful and adaptable and exhibit self-confidence in tackling unfamiliar information would be an asset

Hiring Considerations:

• Strong internal candidate

What We Offer

Talented and committed employees are the driving force behind student success. We strive to be an employer of choice among Canadian post-secondary institutions.
At Mount Royal University, we recognize that people are a combination of many intersecting identities; we work to cultivate an environment that welcomes the whole person, and harnesses the strength that is available in our diversity, creating a rich and inclusive workplace.
Investing in the learning and development of our employees benefits the individual and the University. A variety of services, resources and programs encourage a healthy, productive workplace. Mount Royal University offers a competitive total compensation package including health and dental benefits, pension, health and personal spending accounts, paid vacation, Christmas leave, personal days and a free membership in our fully equipped recreation centre.
Our campus offers the convenience of a full medical clinic, dentist and pharmacy, as well as a variety of wellness services such as physiotherapists and massage therapists. Campus Recreation offers many activities, including personal training, fitness classes, climbing, aquatics, sports, tournaments and certifications for students, employees and the public.

Salary: $55,982 - $70,841 per annum
Closing Date: September 27, 2024

A cover letter and resume should be submitted in one .pdf formatted document. Please title your .pdf document as follows: [Last Name], [Requisition Number], [Contents].pdf (ex. Smith, 999999, CV.pdf).