mcmaster university on service desk analyst (i) Jobs – 3 Openings This Week

Service Desk Analyst (I)
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- Full-time
- Customer service
- Windows
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Bilingual Service Desk Analyst - Analyste du bureau de service Bilingue
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Service Desk Analyst (I)

McMaster University -
Hamilton, ON

Apply Now

Job details

Part-time | Full-time | Fixed term contract
$26.99–$38.03 an hour
3 days ago

Qualifications

JAWS
EMR systems
College diploma

Full job description

Job ID

74599

Job Title

Service Desk Analyst (I)

Regular/Temporary

Regular

Location

Central Campus

Open Date

2026/03/06

Job Type

Short Term Employee

Close Date

2026/06/17

Employee Group

Unifor Unit 1, Staff

Favorite Job

Department

Associate VP Student Affairs

Full/Part Time

Full-Time

Salary Grade/Band

Grade 6

Salary Range

$26.99 - $38.03 (hourly)

Job Code

JD0661

Existing Vacancy

Yes - Backfilling as Existing

Contract Duration

12 Months

Target Number of Openings

Hours per Week

Posting Details

Schedule

35 hours per week, Mon-Fri 8:30am-4:30pm evenings and weekends as needed.

Education Level

3 year Community College diploma in Computer Technology or related field of study.

Career Level

Requires 2 years of relevant experience.

Expected fill date

April 15, 2026

Union Group

Unifor Unit 1

Location

McMaster University Student Centre B106

Pay Grade and Range

Grade 6, $26.99 - $33.91 (step 5)

JD Code and Title

JD00661, Service Desk Analyst (I)

Job Description

Unit/Project Description:
The Student Affairs Tech Team at McMaster University is seeking a motivated and technically skilled individual to take on this challenging role. The successful applicant will be responsible for providing front-line technical support to McMaster’s Department of Student Affairs (http://studentaffairs.mcmaster.ca). The department consists of ten business units providing a diverse range of services to the McMaster community. The successful candidate for this position will be an integral part of the Student Affairs Technical Team and work closely with the Infrastructure and Support group to ensure that our clients receive the highest level of service.

Job Summary:
The Service Desk Analyst (I) diagnoses, assesses, circumvents and finds remedies for routine and moderately complex Level I service incidents which deviate from planned or expected information system behaviour. Provides a rapid response inquiry service to users and customers to solve problems they have in using the relevant features and functions of the University's information technology products and services. Specific instruction is given and work is frequently reviewed.

Purpose and Key Functions:

Recommend service and product improvements and participate in planning meetings with management team.
Ensure user support staff are advised of systems updates, errors, and features.
Proactively address problem areas by recommending effective and appropriate solutions.
Investigate newly reported problems and document solutions.
Administer site licensed software for the University community.
Respond to and resolve Level I client issues such as hardware and software problems, and installations.
Respond to escalated problems from working level staff and customers.
Document and update accurate and consistent records of all calls.
Check progress on referred problems and keep users informed.
Apply escalation procedures for problems with unsatisfactory progress.
Provide users with routine information such as system updates, errors, and features.
Carry out practical assignments supporting routine operations.
Respond to routine Level II requests such as hardware, software, networks, training, and installations.
Elicit additional information from clients and colleagues to diagnose issues.
Refer complex situations to relevant area with accompanying diagnostic information.
Assist with the maintenance of accurate records and preparation of statistics for reports.
Contribute to the development, verification, and maintenance of service desk procedures.
Monitor call records, service levels, and status.
Monitor progress on problem resolution and advise users on status.
Set priorities and escalate problems not being solved.
Ensure users receive services that were committed.
Ensure users receive information on systems updates, errors and features.
Train users on a large number and type of software applications on an ad-hoc basis.
Learn about new technologies in advance of their introduction to the University community in order to effectively respond to help-desk inquiries.
Plan, schedule, and monitor own work within short time horizons.
Organize individual time, work and resources to accomplish objectives in the most effective and efficient way.
Understand and use appropriate methods, tools, and applications to complete work tasks.
Demonstrate a rational and organized approach to work and identify development opportunities.
Absorb technical information when it is presented systematically and apply it effectively.
Use measurement methods to monitor progress toward goal attainment, tenaciously working to meet or exceed those goals, while deriving satisfaction from the process of goal achievement and continuous improvement.
Ensure that the internal and external customer perspective is a driving force behind decisions and activities.
Follow service practices that meet customers’ and University needs.
Interact with others in a way that gives them confidence in one’s intentions and those of the University.
Work collaboratively with others to achieve departmental and institutional goals. Actively participate as a member of a team to move the team toward the completion of goals.
Perform a range of varied work activities in a variety of structured environments.
Successfully engage in multiple initiatives simultaneously.
Apply and enforce department change control policies and procedures.

Requirements:
3 year Community College diploma in Computer Technology or related field of study.
Requires 2 years of relevant experience.

Assets:

Knowledge of the Department of Student Affairs’ technical and application environment
Experience supporting the Accommodate accessibility system
Knowledge of the OSCAR EMR system
Ability to support accessibility software including JAWS, Zoomtext and others
Knowledge of the Fusion recreation management system

How To Apply

To apply for this job, please submit your application online.

Employment Equity Statement

McMaster University is located on the traditional territories of the Haudenosaunee and Mississauga Nations and within the lands protected by the “Dish With One Spoon” wampum agreement.

The diversity of our workforce is at the core of our innovation and creativity and strengthens our research and teaching excellence. In keeping with its Statement on Building an Inclusive Community with a Shared Purpose, McMaster University strives to embody the values of respect, collaboration and diversity, and has a strong commitment to employment equity.

The University seeks qualified candidates who share our commitment to equity and inclusion, who will contribute to the diversification of ideas and perspectives, and especially welcomes applications from indigenous (First Nations, Métis or Inuit) peoples, members of racialized communities, persons with disabilities, women, and persons who identify as 2SLGBTQ+.

As part of McMaster’s commitment, all applicants are invited to complete a confidential Applicant Diversity Survey through the online application submission process. The Survey questionnaire requests voluntary self-identification in relation to equity-seeking groups that have historically faced and continue to face barriers in employment. Please refer to the Applicant Diversity Survey - Statement of Collection for additional information.

Job applicants requiring accommodation to participate in the hiring process should contact:

Human Resources Service Centre at 905-525-9140 ext. 222-HR (22247), or
Faculty of Health Sciences HR Office at ext. 22207, or
School of Graduate Studies at ext. 23679

to communicate accommodation needs.

Hybrid Work Language

To ensure an ongoing and vibrant University community that meets the needs of our students, staff and faculty and supports the University mission, ability to work on-site continues to be a requirement for most University positions. The University is supportive of exploring flexible work arrangements that effectively balance operational needs and employee interests.

Interview Experience

At McMaster University, we believe in a comprehensive and inclusive interview process. Our interview methods encompass a variety of approaches that allow our hiring teams to provide a flexible and accessible experience for engaging with our candidates. Throughout your recruitment process at McMaster, you may be requested to participate in a variety of formats, that may include in-person, virtual or recorded interviews. If you have any questions as you move through the hiring process, please reach out to [email protected] or the HR contact associated with your position of interest.

AI Statement

McMaster and its third-party partners may use AI tools to screen, assess, or select applicants during the hiring process. Please note that currently our recruitment platform does not use AI nor is it part of our current recommended recruitment process.

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