Service Desk
Information Services and Technology
Position number: 17534
Date posted: August 5, 2026
Service Desk Analyst - IT2 (AESES)
Existing (Budget Funded)
Work schedule:
35 Hours/week (Monday to Friday, 8:30 am to 4:30 pm)
Salary:
$29.05 to $41.75 per hour ($52,871.00 to $75,985.00 per annum)
Expected Start Date
August 31, 2026
For more information please contact: IST Human Resources - [email protected]
MINIMUM FORMAL EDUCATION/TRAINING:
- Bachelor's degree or College 2– or 3-year Diploma with related certificates in an IT discipline is required.
- ITIL Foundations certificate preferred.
- An acceptable equivalent combination of education and experience may be considered.
EXPERIENCE:
- Minimum one year of experience working in an enterprise-level Help Desk or Service Desk is required.
- Must have experience using an ITSM tool to record and manage incidents and service requests.
- Experience working with an ACD phone system is preferred.
- Must have experience supporting clients using Active Directory, Azure AD, and Microsoft 365 Administration tools.
- Experience in an academic or administrative environment is preferred.
- Familiarity with University of Manitoba-supported applications is preferred (such as Banner, VIP, Aurora, UM Learn).
- An acceptable equivalent combination of education and experience may be considered.
SKILLS AND ABILITIES:
- Excellent oral and written communication skills are required in dealing with all levels of staff and all levels of user knowledge.
- Excellent customer service and people skills required.
- Must have advanced knowledge of MS Windows, MAC OS, iOS, Android, and other operating systems.
- Must have knowledge of Microsoft M365 Office Suite Applications and similar business productivity tools.
- Good manual dexterity, mobility, hearing and eyesight is required.
- Must be able to work quickly and calmly under pressure and have a good deal of patience.
- Must have an excellent knowledge of web browsing software.
- Must have a strong knowledge of supporting and configuring mobile devices and tablets.
- Must have a strong knowledge of supporting network connectivity, virtual private networks, and Multi-factor authentication.
- Must have excellent troubleshooting skills for the following: PC workstations, laptops, printers, fax machines, and scanners.
- Ability to provide support to staff and students in person and online regarding user issues with a variety of devices with screens is required.
- Ability to manage varying workloads to analyze situations quickly and correctly under pressure is required.
- Must be able to work individually and in a team environment.
- The ability to accurately type 30 words per minute is required.
- Satisfactory work record, including satisfactory attendance and punctuality, is required.
OTHER JOB RELATED QUALIFICATIONS:
- The incumbent should be able to demonstrate a commitment to professional development pertinent to the field.
- Must be available to work occasional overtime, on-call shifts, and scheduled shifts at either campus.
- Shift work is scheduled: M-F 7:30 a.m. to 8:00 p.m.
- Must be available to work at both campuses
- Accepts phone calls, emails, walk-in clients, and web live chat requests from faculty, staff, retirees, and students to resolve IT-related issues
- Uses remote support tool when required
- Follows established procedures for recording the incident into the IT Service Management tool
- Categorizes incidents according to established standards
- Resolves IT-related inquiries, provides documentation and instruction on the use of related applications or hardware, end-user devices, and services supported by IST
- Provides instruction and assistance for the download and installation of supported software
- Escalates issues to Tier 2 level support which may include the creation of additional trouble tickets and assignment to the appropriate group within IST and other units according to established practices
- Assists with the compilation of documentation, both hard copy and web material, by creating screenshots of IT activities
- Browses trouble ticketing software for information on IT-related issues
- Provides communication on outages to other IST units and creates user communications when necessary
- Processes booking requests, providing cost estimates when applicable. Requests are assigned to the appropriate second-level team for scheduling and completion
- Processes scanned bubble sheet exams and provides summary sheets with results
- Performs cleaning and preventative maintenance, following set procedures on a high-speed optical scanning machine
- Other duties as assigned
Please post for 1 week.
The University of Manitoba is committed to the principles of equity, diversity & inclusion and to promoting opportunities in hiring, promotion and tenure (where applicable) for systemically marginalized groups who have been excluded from full participation at the University and the larger community including Indigenous Peoples, women, racialized persons, persons with disabilities and those who identify as 2SLGBTQIA+ (Two Spirit, lesbian, gay, bisexual, trans, questioning, intersex, asexual and other diverse sexual identities).
If you require accommodation supports during the recruitment process, please contact [email protected] or 204-474-7195. Please note this contact information is for accommodation reasons only.
Application materials, including letters of reference, will be handled in accordance with the protection of privacy provisions of "The Freedom of Information and Protection of Privacy Act" (Manitoba). Please note that curriculum vitae will be provided to participating members of the search process.
