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.


Contact IT support

If you have timely or urgent request, you can call us or submit a ticket on ServiceNow or visit us in person at one of the locations below. Find us on the Campus map.

Service Desk



Hours of Operation

In person and remote

  • Monday to Friday - 8:45 AM to 5:00 PM
  • Saturday and Sunday - Closed

Student Help Desk



Hours of Operation

In person and remote

  • Monday to Friday - 8:45 AM to 10:00 PM
  • Saturday - 8:45 AM to 6:00 PM
  • Sunday - 12:00 PM - 6:00 PM

Classroom and AV Support



Hours of Operation

In person only

  • Monday to Thursday - 8:00 AM to 10:00 PM
  • Friday - 8:00 AM to 5:00 PM
  • Saturday and Sunday - Closed