Service Desk Analyst 


Posting Date:                 September 20, 2022

Closing Date:                Until filled

Position Title:                Service Desk Analyst

Department:                 Information and Instructional Technology Services

Hiring Rate:                  $27.43 per hour 

Appointment:               Full time for 6-month term. Possibility of extension


Responsibilities and Duties:

  • Responding to end-user service requests
  • Troubleshooting routine hardware/software issues
  • Applying established standards when resolving routine and documented end user
  • issues
  • Troubleshooting networking connectivity issues for end-users
  • Following-up with end-users on outstanding technical issues
  • Troubleshooting and providing support for peripheral set-up and maintenance
  • Liaising with technical specialists to resolve end-user issues
  • Listening actively to clients with concerns
  • Updating and maintaining service activities documentation
  • Applying established standards when providing access to new users
  • Checking to ensure equipment is in working order
  • Conducting preventative maintenance on computing systems
  • Recommending the purchase of equipment and supplies
  • Other duties as assigned

Minimum Qualifications and Skills:

  • College Diploma (2 years)
  • Two years’ experience in customer service and/or end-user support roles
  • Customer service skills with strong commitment to high quality service
  • Ability to communicate effectively and patiently with both naïve and sophisticated users in person, by phone and by e-mail
  • Knowledge of various desktop and mobile operating systems and email programs such as Outlook, Thunderbird, Mac mail
  • Foundational knowledge of peripheral devices
  • Desire to learn new technologies and applications and skills development   
  • Manual dexterity to service and operate equipment
  • Strong organizational skills
  • Team oriented, able to work with peers
  • Time Management and prioritization skills

Please submit Résumé and Cover Letter by email to: shdjob@utsc.utoronto.ca

This is a casual position governed by the United Steel Workers of America Local 1998 Casual Staff Collective Agreement.