Capilano University is named after Chief Joe Capilano, an significant leader of the Skwxwú7mesh (Squamish) Nation of the Coast Salish Peoples. We respectfully acknowledge that our campuses are located on the territories of the LíỈwat, xʷməθkʷəỷəm (Musqueam), shíshálh (Sechelt), Skwxwú7mesh (Squamish) and SəỈílwətaʔ/Selilwitulh (Tsleil-Waututh) Nations. At CapU we are committed to supporting a campus community that is both diverse and inclusive.

We believe that diversity within our workforce is essential in creating both an exceptional student, and employee experience. As part of this ongoing commitment, we strive to ensure that our recruitment campaigns are proudly reflective of the community we serve. We actively seek applications from Indigenous peoples, the 2SLGBTQ+ community, persons with disabilities as well as members of groups that experience discrimination based on race, ethnicity, gender identity, sexual orientation, place of origin, ancestry, and religion as we acknowledge the value each individual brings to the CapU community through their lived experiences.

To help us focus our efforts, we ask all applicants, should they wish, to complete a short anonymous questionnaire. The questionnaire results are not connected to you or your application, and do not form part of the selection process. Simply, the goal of collecting this anonymous data is to better understand our organizational reach, while continuously aiming to improve the diversity of our applicant pool All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Should you require accommodations during the hiring process please reach out to Jeremy Orsted, Manager, Talent Acquisition at [email protected].

Competition

Number

JR100115 Position Title

Service Desk Analyst Employment Group:

Support Staff Position Status

Regular Full time Position Start Date:

August 24, 2026 Position End Date:

N/A Department

Service Desk Location

North Vancouver Salary Range

31.55 CAD hourly based on 35 hours per week (with increments up to 35.47 CAD) Summary:

Reporting to the Manager, Customer Experience – Client Services/Helpdesk, Digital Technology Services (DTS),



the Service Desk Analyst will provide technical and customer service in support of systems within the university community. The incumbent in this position is primarily responsible for Tier 1 support, diagnosis of incidents, prioritizing requests correctly, escalating to tier 2 support as needed and provisioning service requests through various modalities such as the library desk, telephone, chat, ITSM system, email etc. :

ILLUSTRATIVE EXAMPLES OF DUTIES Provide support and contribute to a standard knowledge management system that can be leveraged and contributed to by the DTS department. Provide regular updates to ticket requestors in a timely fashion. Escalate appropriately service tickets and proactively supports tier 2 as required.

Support account management for the on boarding and off boarding processes for DTS systems ensuring that access management is maintained. Provide updates to the asset and inventory system ensuring accurate asset information and quality control of equipment and other technology is maintained. Review and follow ITSM processes based on ITIL framework to provide tier 1 support.

Contribute to the agenda and material for change advisory board (CAB) meetings as required. Submit communications that are to be sent to the university community regarding DTS outages, downtimes, and releases to production systems on behalf of DTS teams. Collaborate with cross-functional DTS team members in providing tier 1 support.

Identify potential risks and vulnerabilities in systems and collaborate with the DTS cybersecurity team to implement security measures ensuring that DTS systems are well protected against unauthorized access, malware, and other security threats. Collaborate with the university community and DTS teams to understand the needs, priorities, and challenges, fostering productive partnerships and alignment of technology solutions with university goals.



Performs other duties related to the requirements and qualifications of the position.

REQUIRED KNOWLEDGE, ABILITIES AND SKILLS Experience and knowledge of working with ITSM processes and ITIL framework.

Experience or knowledge of working with ITSM systems such as TDX, Service Now.

Experience in problem solving, troubleshooting, and supporting the resolution of incidents. Knowledge of account management for on-board and off-boarding processes. Knowledge about Windows/Mac operating systems, including Active Directory; software and associated peripheral equipment.

Experience with instructional podium configurations, including audio-visual, and workstation equipment setup.

Experience in writing standard communications for a university community audience using email.

Experience in developing documentation for tickets and knowledge management. Ability to exercise tact, diplomacy, discretion, and sensitivity when dealing with university community members. Knowledge in collaborating and working in cross-functional teams, including staff, administrator, faculty, students. Able to prioritize work requests, maintain attention to detail, and apply organization skills to meet deadlines.

Experience in communicating information effectively, both verbally and in writing, using different modalities. Adapts to changing situations, anticipates needs, and can reprioritize tasks efficiently. REQUIRED TRAINING AND EXPERIENCE 1 years of relevant professional experience, working in a customer service environment.

Experience and knowledge of ITIL framework and ITSM best practices, tools, and techniques; ITIL certification is an asset. CompTIA A+ and/or MCDST certification.

Experience in developing documentation required to support digital solutions.

Experience in working with ITSM systems such as TDX and ServiceNow A technical diploma in information technology.

Experience in effectively communicating verbally to different levels within an organization.

Additional

Details

Our standard work week is Monday to Friday, 8:30am – 4:00pm, or dependent on the needs of the department.

Posting Detail

Information

Hours of Work Per Week:

35 Pay Group:

SS018 Union

MoveUP Job Open Date

July 28, 2026 Job Close Date:

August 07, 2026

📌 Service Desk Analyst (North Vancouver)
🏢 Capilano University
📍 North Vancouver