Date Posted: 05/08/2024
Req ID: 37246
Faculty/Division: UofT Scarborough
Department: UTSC:Info & Instructional Tech Services
Campus: University of Toronto Scarborough (UTSC)
Position Number: 00056411

Description:

About us:

The University of Toronto Scarborough is a place of energy, enthusiasm and passion. Our commitment to inclusive excellence attracts the brightest learners, scholars and employees from around the globe. Our success has been made possible by the opportunity given to us by our Indigenous hosts to operate on their territory, and we cherish our continuing partnerships with these communities. The University of Toronto Scarborough is an exciting campus with unlimited potential. Join us on our journey.

Information & Instructional Technology Services (IITS) provides the technological vision and leadership for the development and implementation of information systems, processes, and associated technology to support the University of Toronto Scarborough Campus' academic mission and administrative operation. IITS works closely with faculty, staff, and student groups to provide timely, top-quality service and technological solutions across the University of Toronto Scarborough community. Discover a campus filled with energy, culture and world changing ideas and facilities. A place where diversity fuels innovation.

This search aligns with the University’s commitment to strategically and proactively promote diversity among our community members (Statement on Equity, Diversity & Excellence). Recognizing that Black, Indigenous, and other Racialized communities have experienced inequities that have developed historically and are ongoing, we strongly welcome and encourage candidates from those communities to apply.

Your opportunity:

IITS is a high-volume service delivery operation, processing over 15,000 incident, change, and service requests annually and is the primary support for the teaching, learning, and research mission at UTSC. Under general supervision of Manager, Client Services and as a member of theClient Services team, the Service Desk Analyst will respond to and categorize all ticket intakes sent to the IT Service Desk, manage support phone calls, e-mails and walk-ins, and prepare and edit knowledge base articles as required. The Service Desk Analyst triages end-user incidents and requests, attempts to provide instant service incidents, or escalate to other teams as appropriate. In addition, the incumbent will liaise with the UTSC community (students, staff, and faculty) on the support and services offered by IITS. A busy, central service point, the Service Desk is the first point of contact for IT and non-IT support services

Your responsibilities will include:

• Responding to end-user service requests
• Listening actively to clients with concerns
• Applying established standards when resolving routine and documented end-user issues
• Troubleshooting routine hardware/software issues
• Updating and maintaining service activities documentation
• Checking to ensure equipment is in working order
• Responding to service requests in a timely fashion
• Keeping well-informed on current technologies, best practices and industry standards

Essential Qualifications:

• College Diploma (2 years) in an IT or related program, or acceptable combination of equivalent experience.
• Minimum two years in a heterogeneous Windows, Mac OS.
• Diverse application experience including, but not limited to, standard Office 365 applications, e-mail applications, Microsoft operating systems, web browsers and a desire to expand existing skill sets.
• Demonstrated experience in installing, configuring, troubleshooting computers (PCs and MACs) and mobile devices, including setting up wireless access.
• Knowledge of networks and network protocols such as SMTP, IMAP, POP3, DNS, DHCP, in support of resolving issues with device end-points.
• Must have solid troubleshooting and analytical skills.
• Demonstrated interpersonal skills under pressure.
• Demonstrated ticket, email, and telephone etiquette and a strong commitment to high quality service.

Assets (Nonessential):

• Experience with ITSM ticketing software ServiceNow.
• ITIL foundations level certification.
• Familiarity with the University environment, governance, and policies.

To be successful in this role you will be:

• Accountable
• Communicator
• Motivated self-learner
• Problem solver
• Procedural
• Team player

Note :

• There are 3 positions available. Please apply to each position individually to be considered.
• A full job description is available upon request from the UTSC HR Office.

Closing Date: 05/17/2024, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 06 -- $54,635 with an annual step progression to a maximum of $69,868. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Job Category: Information Technology (IT)
Recruiter: Chalsey Sahota

Lived Experience Statement
Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.