Trinity Western University
Service Analyst
Job Description
Position Purpose and Summary
The Service Analyst provides frontline and Tier 2 technical support through the Service Hub, resolving a wide range of service requests and incidents across the University. This role manages operational service areas including user accounts, phones, printing, and access to software tools, while also supporting internal coordination and administrative tasks related to service delivery. The Analyst maintains accurate documentation, contributes to process improvements within their portfolio, and ensures service is delivered in a timely, professional, and Christ-centered manner.
Key Areas of Accountability
Support and Incident Resolution
- Monitor and resolve incidents and service requests through multiple channels, ensuring compliance with service level agreements (SLAs).
Customer Experience and Service Culture
- Provide consistent, respectful, and solutions-focused service to all user...