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HR
Food Store Manager
Hughes Recruitment & Strategy Collective
Moosomin, SK
- Full-time
As the Food Store Manager, you'll step into an established operation with a strong team and a positive workplace culture worth preserving. You'll lead five department managers, support…
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2627-214 - Assistant Facilities Manager (CL3), Cumberland Campus
Nova Scotia Community College - NSCC
Springhill, NS
- Full-time
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Added 15 mins ago
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- Full-time
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CBMC, Site Coordinator
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General Manager - Environmental Services (70314051)
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- $70,000 to $80,000 CAD / year
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Job ID #32314: Supervisor, IT Infrastructure
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Manager - Procurement & Stores
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Added 3 hours ago
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Simon Fraser University

Service Desk Agent

Vancouver, BC, Canada

Local 3338 Pay range: $2,472.74 to $2,799.57 bi-weekly SFU Department Descr: IT Services Position Grade: 9 # of openings: 1 Biweekly Hours: 70 Who We Are · Full-time

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Job details

Pay: Local 3338 Pay range: $2,472.74 to $2,799.57 bi-weekly SFU Department Descr: IT Services Position Grade: 9 # of openings: 1 Biweekly Hours: 70 Who We Are
Job type: Full-time
Apply by: Nov 27, 2026
Experience: High school graduation and two years post-secondary education or a formal certificate or diploma program equivalent in computing science. 2 years of experience.
Posting language: English
Posted: Oct 28, 2026

Original job description

Union/Affiliation: C.U.P.E. Local 3338
Pay range: $2,472.74 to $2,799.57 bi-weekly
SFU Department Descr: IT Services
Position Grade: 9
# of openings: 1
Biweekly Hours: 70
Who We Are

Simon Fraser University is a leading research university, advancing an inclusive and sustainable future. Our purpose – the essence of SFU – is to create and connect knowledge, learning and community for deeper understanding and meaningful impact. We are committed to fostering excellence, innovation, belonging and community in all that we do.

The Client Services Department is dedicated to supporting faculty, staff, instructors, and students in their teaching and learning endeavors. We provide assistance with audiovisual equipment, desktop support, and operate a service desk to address technical needs. Our team fosters a culture of learning and collaboration, empowering individuals to adapt to overcome daily challenges. Through our commitment to exceptional service, we ensure that technology enhances the educational experience and facilitates seamless communication within our community.
About The Role

Provides comprehensive customer service for the Service Desk, serving as the first point of contact between IT Services and clients, including students, faculty, researchers, and staff, through phone, online, and walk-in channels. Ensures high levels of client satisfaction by delivering front-line assistance and advanced troubleshooting for software applications, hardware, user accounts, printing, network connectivity, email and calendaring, technology equipment bookings, and web and audio/video conferencing services. Monitors and responds to incidents, triages and resolves escalated tickets, and provides guidance and training to junior technical staff, including assigning and checking work. In addition, coordinates and provides technical maintenance of computing and audio-visual systems in lecture theatres, classrooms, meeting rooms, and other campus spaces; supports large and complex events; and assists with planning and implementing system upgrades across campus facilities, as directed by the Manager.

Qualifications

High school graduation and two years post-secondary education or a formal certificate or diploma program equivalent in computing science. 2 years of experience. An equivalent combination of formal education, certificate/program of study and experience is acceptable.

Excellent knowledge of common software applications for web browsing, office productivity, email, and anti-virus.
Excellent problem-solving, time management and organizational skills.
Excellent interpersonal and customer service skills, including clear technical communication to non-technical users.
Good knowledge of ticket system management and escalation handling.

What We Offer

At SFU, our goal is to ensure our people are valued and supported by promoting a healthy work-life balance, professional growth and development, as well as a safe and respectful workplace. We offer continuing employees who belong in the Canadian Union of Public Employees (CUPE Local 3338):

3 weeks’ vacation (prorated for the first year)*
Hybrid-work program for eligible positions
Employer paid defined benefit pension plan
On-campus tuition waiver for employees and their immediate family members*
Funding for professional development expenses*
And more!
Prorated for part-time employees

Additional Information

For external candidates, the starting salary is the first step of the salary range.

Please include your cover letter and resume in one attachment.

SFU is an equity employer and strongly encourages applications from all qualified individuals including women, Indigenous Peoples, visible minorities, people of all sexual orientations and gender identities, persons with disabilities, and others who may contribute to the further diversification of the university.

We are committed to facilitating accessibility within our application and interview processes. If you require any assistance or accommodations, please contact people_strategies@sfu.ca.

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Responsibilities

Serve as the first point of contact for IT Services clients, providing customer service and troubleshooting across software, hardware, accounts, networks, printing, email, and conferencing. Triage and resolve incidents, guide junior technical staff, maintain campus computing and audio-visual systems, support complex events, and assist with facility upgrades.

Requirements

Requires high school graduation plus two years of post-secondary education or an equivalent computing science certificate or diploma, and two years of experience; an equivalent combination of education and experience is accepted. Candidates should have strong knowledge of common software applications and ticket management, along with excellent problem-solving, organizational, interpersonal, and customer service skills.

Skills

Customer Service
Technical Support
Troubleshooting
Problem-Solving
Ticket Management
Incident Triage
Escalation Handling
Software Application Support
Hardware Support
User Account Support
Network Connectivity Support
Printing Support
Email and Calendaring Support
Audio-Visual Systems Support
Technical Communication
Time Management

Benefits

Three Weeks’ Vacation
Hybrid-Work Program for Eligible Positions
On-Campus Tuition Waiver for Employees and Immediate Family Members
Professional Development Funding

Visa sponsorship

Not detected in the job text

Keywords

IT Services
Service Desk
Client Services
Customer Service
Technical Support
Troubleshooting
Incident Management
Ticket Management
Escalation Handling
Software Applications
Web Browsing
Office Productivity Software
Email
Calendaring
Anti-Virus Software
Hardware
User Accounts
Printing
Network Connectivity
Audio-Visual Systems
Web Conferencing
Audio/Video Conferencing
Technology Equipment Bookings
Lecture Theatres
Classrooms
Meeting Rooms
System Upgrades
Technical Training
Event Support
Computing Science

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