WLU Press

Analyst

• Provides 1st level technical support to customers in accordance with well-defined Service Desk principles; Work to provide 1st call resolution of service issues and implement solutions that provide long term benefit and increased efficiency in university operations; Analyses user requests/incidents/problems and provides workable solutions whenever possible or appropriate
• Arranges for the resolution of incidents and/or problems outside the scope of the Service Desk by escalation to second and third level support by entering the incident or problem into the Service Management system
• Provides second or third level support for their areas of expertise
• Provides information regarding ICT policies, procedures, and hardware and software standards to all levels of the university community
• Document problem trends so as to advise management as to possible systemic issues and/or training requirements
• Troubleshoots computers and associated peripherals
• Demonstrates, recommends, and supports University standard computer software on University owned computers
• Administers user access and upgrades on University licensed software
• Carries out other user support activities as directed by the Manager, ICT Service Desk
• Ensure that service requests and incidents are logged, assigned, and resolved in accordance with service level commitments
• Identify need for training solutions for users and communicate to Manager, ICT Service Desk
• Escalates end user issues to second and third tier support within the ICT organization and may track issues for ICT knowledge base purposes
• Develop, document and implement technical support operating procedures; suggest system modification to improve service delivery
• Work on projects as required
• Provides frontline identity and access operations support by completing standardized, low‑risk account lifecycle tasks across enterprise systems such as Active Directory, Entra ID, Exchange, SharePoint, and Microsoft Teams

Service Desk Analyst

Communications

• Critical Thinking & Communication Skills is one of two required first-year business courses and focuses on developing key competencies for academic and professional success.
• Through lab activities, exams, individual and group assignments and presentations, students gain an understanding of critical thinking theory and methodology, written and verbal communication, teamwork and digital literacy skills (including responsible use of Gen AI).
• WLIC offers this course with a HyFlex mode of delivery, which provides flexibility to students who may need to access the course remotely due to travel interruption or personal emergencies.
• The HyFlex approach enables the instructor to simultaneously engage in-person and remote learners, in pedagogically innovative ways, via live streaming on Zoom in technology-enabled classrooms.
• Instructors will be required to deliver course content synchronously.
• Applicants will be asked to demonstrate (via teaching dossier and interview) knowledge of best practices for the HyFlex delivery and management of courses; including, but not limited to: Providing engaging and interactive course instruction simultaneously to both in-person and remote learners, including best practices for assessments in HyFlex courses.
• Use course management system tools to communicate with students and to foster and support a collaborative online learning community with and between students in the course.
• Provide timely and constructive feedback on student work.
• Respond to student academic and course administration inquiries in a timely manner and refer students to technical support or student support when appropriate.
• Support academic integrity in the creation and administration of assignments, tests, and exams in an online environment.
• Applicants who have taught this course at Laurier are preferred.

Critical Thinking and Communication Skills - Lecture and Lab Instructor

Human Resources

• Examine Canadian and international perspectives on women and girls' struggles for equality
• Pay special attention to how women’s efforts shaped and were shaped by cultural mores and regulatory frameworks

Service Desk Analyst

Critical Thinking and Communication Skills - Lecture and Lab Instructor

HR – Women, Rights & Equality