Closing Date: July 3, 2024 at 4:00 PM

Information Technology Services

ITS provides UNB with professional information and communication technology services, leadership, and expertise to ensure the UNB community can achieve its goals with the support of the best technologies of today and advances of tomorrow.

WHAT WE OFFER

Full-time | Continuing | Saint John | On-Campus

Standard Work Hours: Mon - Fri | 8:15 am - 4:30 pm | 36.25 hours per week

Additional Working Conditions:

• Must be willing to work occasional overtime, participate in regular after-hours on-call or have hours adjusted.
• Occasional travel between UNB campuses may be required.
• Participation in after-hours emergency response if available.

Salary Range: $51,390.82 - $66,814.04 per annum as of July 1, 2024

A Market Differential may apply.

YOUR FOCUS

Reporting to the Manger, Service Operations, the Client Support Analyst supports the entire university community across all campuses including all students, faculty, staff (with limited support for retirees, alumni, and guests), fulfills tier 1 and tier 2 service requests, resolves and prevents incidents, resolves problems, maintains desktop and mobile technology, consults with users in person when required, and works on the Service Desk and/or as a subject matter expert when providing tier 2 support for assigned technologies.

• Provide exceptional customer service as first contact on the Service Desk via in-person, phone, submitted requests and online support and by monitoring the request list, gathering relevant data for analysis, logging, classifying, prioritizing, analyzing, scheduling, assigning and/or completing requests.
• Communicate updates and completion timelines to users, ensuring requests are completed on time. Record any details relevant to the request, including all successful and unsuccessful decisions and actions taken through to final resolution for further analysis and/or future reference, update internal knowledgebase as needed, and close the request.
• Embrace and adhere to new technologies, tools, and processes as they are introduced to the environment and role.
• Monitor and analyze requests for service outage or issue trends to prevent and/or identify larger technical or system issues and either resolve or escalate as needed.
• Work with users directly or through instruction to fix their service or technical issue on their own or, when granted permission, remotely connect to their computer to restore services. If an issue cannot be resolved on first contact, escalate as needed.
• Communicate unplanned outages and advisory notices to the university community and keep information updated as outage progresses from initial identification through to resolution.
• Enhance customer support operations by identifying, analyzing, and reporting on trends from service requests, issues, and client feedback.
• Monitor and evaluate patterns in client inquiries and problems, utilizing data analytics tools to extract actionable insights, and creating comprehensive reports to highlight key trends and areas for improvement.
• Translate report data into understandable insights for management, recommend improvements, and collaborate with various teams to develop coordinated strategies for addressing common issues.
• Contribute to the continuous improvement of our support processes and tools, aiding in the prevention of identified issues and enhancing overall service quality and customer satisfaction.
• Educate users on IT issues, changes, safe computing and best practices and promote self-sufficiency when appropriate and provide technical advice such as purchasing recommendations when needed.
• Plan and coordinate both department-specific and ITS-sponsored technology initiatives, administer software licenses, maintain technology inventory, develop, apply and maintain department-specific technology procedures, and support UNB's desktop backup solutions.

WHAT YOU BRING

• Post-secondary in a technology-related field.
• 2 years of experience in a technology-related field.

Additional Strengths

• Experience troubleshooting Windows, macOS, and Linux operating systems and mobile devices.
• Excellent customer service skills
• Strong analytical skills, attention to detail, and strong organizational skills.
• Ability to prioritize work, apply evolving departmental standards and meet deadlines.
• Ability to adapt to changes in work and technical environments.
• Exercises initiative to independently learn new technologies.
• The ability to work independently or as part of a team.

WHY CHOOSE UNB?

UNB offers a large variety of benefits for employees, including a full pension, a minimum of three weeks of vacation annually, the Employee and Family Assistance Program (EFAP), and dental, life, and health insurance.

PROFESSIONAL & TECHNICAL STAFF UNION (PTSU)

This position is part of the PSAC, Local 60551 employee group and falls under the PTSU Collective Agreement.

COMMITMENT TO EQUITY, DIVERSITY & INCLUSION

The University of New Brunswick and PSAC/PTSU Local 60551 are committed to employment equity and fostering diversity within our community and developing an inclusive workplace that reflects the richness of the broader community that we serve. The University welcomes and encourages applications from all qualified individuals who will help us achieve our goals, including women, visible minorities, Aboriginal persons, persons with disabilities, persons of any sexual orientation, gender identity or gender expression. Preference will be given to Canadian citizens and permanent residents of Canada.

We thank all who apply; however, only those selected for an interview will be contacted.