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For Companies At a Glance
- Tasks: Help customers with IT issues and ensure smooth service delivery.
- Company: Join St. Lawrence College, a diverse and inclusive educational institution.
- Benefits: Enjoy competitive pay, supportive work culture, and opportunities for growth.
- Why this job: Be the go-to person for tech support and make a real impact on users' experiences.
- Qualifications: Need a diploma in Computer Science and 3 years of IT troubleshooting experience.
- Other info: Open to all applicants; we value diversity and provide accommodations.
- Location: Kingston, with Tri-Campus Responsibilities
- Deadline: September 11, 2025
- Job Type: Support
- Start Date: Immediately
- Positions: 1
Position Summary
Service Desk is a focal point of contact for customers with any IT related issues, questions and feedback. Service Desk analysts will act as a:
- Single point of contact for service disruptions
- Single point of contact for service requests
- Single point of communication with customers and a point of coordination for ITS groups
- Strive for a first call resolution
Education and Experience
A minimum of a 3-year diploma/degree or equivalent in Computer Science. Completion of vendor certifications such as A+, MCSA, MCITP. Completion of an industry framework qualification for Service Management – ITIL foundations.
A minimum of 3 years of experience in troubleshooting IT issues over the phone, remotely, and in person.
Other Required Qualifications
- Excellent customer service coupled with IT expertise
- Planning, research, and coordination skills
The successful incumbent must have the ability to report to the work location.
Salary & Terms
- Support Group: Pay Band H
- Start Rate: $36.29/hour
- Posted Date: August 28, 2025
- Closing Date: September 11, 2025 (4:00 p.m.)
How to Prepare your Application for Submission
You will be able to attach only one document to your application. To prepare your application: Combine your cover letter and resume as one document. Save your document in .PDF, .doc, or .docx format using Last Name, First Name as your naming convention. Click on the Apply Here link and complete the application form. Attach your cover letter/resume document to the application form.
This posting is for an existing vacancy at St. Lawrence College. This competition will be processed in accordance with College policy, the Academic and Support Staff Collective Agreements. In addition to comparing candidates’ qualifications and experience to the listed technical skills, education, work experience, and personal characteristics (values, attitudes, motivation, and performance), the seniority of Bargaining Unit members will be considered. If the search extends beyond the Bargaining Unit, consideration will be given to accumulated service with the College.
The College is committed to employment equity and diversity in the workplace. We encourage and welcome applications from members of the designated groups, including women, racialized minorities, Indigenous peoples, persons with disabilities and persons of any sexual orientation and identity. St. Lawrence College is committed to an inclusive, barrier-free selection process. SLC provides support in its recruitment processes to applicants with disabilities, including accommodation that takes into account an applicant\’s accessibility needs. Candidates requiring accommodation during the recruitment process are asked to contact Belonging, People & Culture at employ@sl.on.ca. To obtain a copy of this position vacancy or any of the position related documents in an alternate format please contact employ@sl.on.ca and our Talent Management Consultants will address your requests for accommodation confidentially.
This job opportunity is open to both internal and external applicants. Only those who are selected for an interview will be contacted.
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Service Desk Analyst employer: St. Laurence College
Contact Detail:
St. Laurence College Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with ITIL frameworks and best practices, as this role requires a solid understanding of service management. Being able to discuss how you've applied these principles in past experiences can set you apart during interviews.
✨Tip Number 2
Brush up on your troubleshooting skills, especially for common IT issues. Prepare to share specific examples of how you've resolved problems in previous roles, as this will demonstrate your capability to achieve first call resolution.
✨Tip Number 3
Highlight your customer service experience, particularly in IT support. Be ready to discuss scenarios where you effectively communicated with customers, managed their expectations, and ensured their satisfaction.
✨Tip Number 4
Network with current or former Service Desk Analysts to gain insights into the role and the work environment at St. Lawrence College. This can provide you with valuable information that you can use to tailor your approach during the application process.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Service Desk Analyst. Familiarise yourself with the key skills required, such as troubleshooting IT issues and providing excellent customer service.
Combine Your Documents: Since you can only attach one document, combine your cover letter and resume into a single file. Ensure that it is well-structured and highlights your relevant experience and qualifications for the role.
Use the Correct Format: Save your combined document in .PDF, .doc, or .docx format. Follow the naming convention specified: Last Name, First Name. This will help ensure your application is easily identifiable.
Complete the Application Form: Click on the 'Apply Here' link and fill out the application form carefully. Double-check all information for accuracy before submitting to avoid any mistakes that could affect your application.
How to prepare for a job interview at St. Laurence College
✨Know Your Technical Stuff
Make sure you're well-versed in the technical skills required for the role, such as troubleshooting IT issues and familiarity with ITIL frameworks. Brush up on your A+ and MCSA knowledge, as these certifications will likely come up during the interview.
✨Showcase Your Customer Service Skills
As a Service Desk Analyst, excellent customer service is key. Prepare examples of how you've successfully resolved customer issues in the past, focusing on your communication and problem-solving skills.
✨Prepare for Scenario Questions
Expect to be asked about specific scenarios you might face in the role. Think through common IT issues and how you would handle them, demonstrating your ability to strive for first call resolution.
✨Research the Company Culture
Familiarise yourself with St. Lawrence College's values and commitment to diversity and inclusion. Be ready to discuss how your personal values align with theirs, as this can set you apart from other candidates.
