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Client Services Analyst

Job ID:

2017-333

Open Date:

11/13/2017

Close Date:

11/20/2017

Position Summary

Reporting to the Manager, Client Support the Client Services Analyst provides front-line Incident Management and basic Request Fulfillment services to all staff and students from across the college by striving to restore normal Information Technology operations as quickly as possible with minimum disruption to the business. Analysts are responsible for receiving, recording, classifying, investigating, and resolving tickets using established processes. Analysts help ensure the best achievable levels of service availability are maintained by aligning resources, developing and maintaining accurate records, as well as devising and applying a consistent approach to all tickets.

Qualifications

The successful candidate will possess a diploma or degree in Computer Sciences along with a minimum of two years’ experience providing front-line technical support in a fast-paced environment. In addition, the successful candidate will possess certification in ITIL v3 (Information Technology Infrastructure Library) Foundations from a recognized organization. Additional skills include: superior customer service and communication skills with a demonstrated ability to provide clear verbal direction and advice to varied technical levels; demonstrated critical thinking and analytical problem solving skills; and the ability to apply common sense and technical knowledge to resolve customer based application and technology issues.

Reports To:

Manager, Client Support

Job Type:

Appendix D

Job Classification:

Support Staff

Notes:

Duration of Need: 4 months

Division/Department:

Information Technology Services

Campus/Site:

Other

Skill Testing Required:

Yes

Hourly Wage Rate:

Payband G, Start Rate: $28.29 Maximum Rate: $32.79

Hours of Work:

40 Hours per week

Position Description

A detailed job description for this position is available online.
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