Service Desk Analyst

WLU Press

Service Desk Analyst providing 1st level technical support for hardware and software at Wilfrid Laurier University. Collaborating with university technical support staff to meet end-user needs.

Posted 6/16/2026full-timeWaterloo • 🇨🇦 CanadaJuniorMid-Level💰 CA$39 - CA$41 per hourWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Community College and 2 years of work experience in a technical support-related field or Call Center/Help Desk environment as a 1st level support specialist or consultant
Strong problem solving, negotiation and prioritizing abilities in a multi-task environment
Technical experience in Microsoft 365, Windows operating systems, Outlook, Adobe PDF Creator, Foxit, web browsers such as Edge, Chrome, Firefox, active directory, wireless connectivity, basic network connectivity including IP addresses
Must demonstrate exceptional customer service skills
Proven ability to work under deadlines and manage changing priorities
Attention to detail and accuracy is critical
Strong knowledge of user support processes and practices
Ability to communicate effectively both orally and in writing including ability to support and communicate effectively with staff, faculty, and students with limited IT knowledge
Ability to establish and maintain effective working relationships with all levels of co-workers, faculty and staff
Knowledge of AI tools such as Microsoft Copilot
A+ and ITIL certification an asset

Benefits

Comp & perks

flexible work policy

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supporttroubleshootinguser access administrationservice managementproblem analysissystem modificationaccount lifecycle managementnetwork connectivityMicrosoft 365Windows operating systems

Soft Skills

problem solvingnegotiationprioritizationcustomer serviceattention to detaileffective communicationrelationship buildingadaptabilitytime managementmulti-tasking

Certifications

A+ITIL