Service Desk Analyst

Department: Information and Comm. Technologies 

Job Type: Limited Term

Full-time/Part-time: Full Time (>=1249 hrs/year) 

Campus: Waterloo 

Reports to: Manager, ICT Service Desk

Employee Group: WLUSA 

Application Deadline: June 22, 2026

Requisition ID: 11511 

Wilfrid Laurier University is a leading multi-campus university that excels at educating with purpose. Through its exceptional employees, students, researchers, leaders, and educators, Laurier has built a reputation as a world-class institution known for its rich student experience, academic excellence, and global impact. With a commitment to Indigenization and commitment to equity, diversity, inclusion, Laurier’s thriving community has a place for everyone.

Laurier has more than 21,000 students and 2,100 faculty and staff across campuses in Waterloo and Brantford, as well locations in Kitchener and Milton. The university is committed to providing an inclusive workplace, a flexible work policy and employing a workforce that is reflective of local and national demographics. Laurier's Waterloo, Kitchener, and Brantford campuses are located on the shared traditional territory of the Neutral, Anishnaabe, and Haudenosaunee peoples. This land is part of the Dish with One Spoon Treaty between the Haudenosaunee and Anishnaabe peoples and symbolizes the agreement to share, protect our resources, and not to engage in conflict. Laurier's Milton campus is located on the traditional territory of the Mississaugas of the Credit, and part of the Nanfan Treaty of 1701 between the British Crown and the Haudenosaunee Confederacy.

This job posting is for a current vacancy.

Position Summary

The Service Desk Analyst is responsible for providing 1st level service desk support for computer hardware and software, telephony, multi factor authentication, wireless connectivity, and audio-visual technology incidents and problems as reported by University faculty, staff and students. The analyst is expected to provide quality 1st call resolution (technical support) to as many incidents and problems as possible, while maintaining an appropriate level of knowledge in all university standard hardware, software, audio visual technology, and peripherals. After appropriate triage, the incumbent creates tickets in the Service Management tool to be passed on to the second and/or third level support teams if appropriate. This position will support and complete the administrative tasks for user identity and accessibility across enterprise systems.

The incumbent is expected to work with and collaborate with technical support staff in other departments of the University including Information Communications & Technology (ICT) to ensure the services offered by ICT meet the requirements of the institution.

The incumbent is expected to advise the rest of the organization in terms of the kind and the level of support needed to meet the requirements of end-users. Some of the services provided include remote and in person (walk up) 1st level technical support for IT hardware and software, telephony, wireless, video and classroom technology, documentation, training and applications support. Given the diversity of end users’ technical knowledge at the University, the breath of hardware, software, and IT knowledge required for this position is significant.

Interpersonal interactions are required on an ongoing basis with all departments at the Brantford Campus, Waterloo, Milton, and Kitchener Campuses.

Accountabilities

Service Management – 1st level support Responsibilities

• 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;

Identity and Access Administrative Responsibilities

• 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.
• Responsibilities include routine account provisioning, access updates, license assignments, group membership changes, and scheduled offboarding activities, all performed according to established procedures and approval workflows.

• Perform routine user account provisioning and deprovisioning across enterprise systems.
• Manage basic account lifecycle changes including access adjustments, renames, extensions, and group updates.
• Complete access requests based on standardized access models and defined approval paths.
• Process HR‑initiated and scheduled offboarding requests to support accurate lifecycle management.
• Provide initial troubleshooting and escalate identity‑related issues as required.
• Maintain accurate identity records through proper documentation, data checks, and audit‑ready practices.

Technical Elements

• Day to day support of an environment that includes a multitude of computing environments including but not limited to; Microsoft technologies including Windows operating systems, Outlook, Active Directory and Mac hardware;
• Hardware support of university standard equipment including laptops, desktops, thin clients, peripherals, tablets and smartphones;
• Software support of but not limited to Microsoft 365, PDF Creator, web browsers such as Chrome, Firefox and Edge, Foxit, Teams, Zoom, Onedrive, sharepoint, etc;
• Basic support and triage of network connectivity - DNS, DHCP, and TCP/IP;
• Basic support and triage of audio-visual technology such as projectors, sound equipment, and microphones

Qualifications

• This position requires 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;

Hours of Work: This position is a full-time, limited term role with an approximate end date of March 31, 2027. The normal hours of work are from Monday to Friday, 8:00 am to 5:00 pm with staggered shifts to cover this time period (35 hours per week) but may require flexibility to work occasional evenings and/or weekends for project work, emergency calls for system failures and during peak periods in August, September & January to ensure operational efficiency. Where possible, the manager will adjust the schedule so no more than 35 hours are worked in a week.

This role offers limited flexibility regarding flexible work arrangements. Please see Policy 8.14 (Flexible Work Policy) for more information. All arrangement must be approved by the direct manager. On occasion, this schedule may need to be adjusted to meet operational requirements.

Compensation:

Level: D

Rate of Pay: $38.80-$41.02 per hour with an annual step progression on anniversary date up to $44.35 per hour. 

Considerations for new hire step placements include, qualifications and length/depth of required experience, relevant market rates for similar jobs, internal equity, and estimated learning curve in starting the job.

Wilfrid Laurier University endeavors to fill positions with qualified candidates who have a combination of education, experience, skills and abilities to successfully perform the duties of the position while demonstrating Laurier's Employee Success Factors.

Equity, diversity and creating a culture of inclusion are part of Laurier’s core values and central to the Laurier Strategy. Laurier is committed to increasing the diversity of faculty and staff and welcomes applications from candidates who identify as Indigenous, racialized, having disabilities, and from persons of any minority sexual and gender identities. Indigenous candidates who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact the Office of Indigenous Initiatives. Candidates from other equity deserving groups who would like to learn more about equity and inclusive programing at Laurier are welcomed to contact Equity & Accessibility. We have strived to make our application process accessible, however if you require any assistance applying for a position or would like this job posting in an alternative format, please contact Human Resources. Contact information can be found at careers.wlu.ca/content/How-to-apply/

Should you be interested in learning more about this opportunity, please visit www.wlu.ca/careers for additional information and the online application system. All applications must be submitted online. Please note, a resume and cover letter will be required in electronic form.

Please note, when pre-screening questions are used as part of the application process, AI is utilized to score responses. All other aspects of the hiring process are reviewed by our Talent Acquisition team.