INTERNAL POSTING ONLY !
Permanent, Full-Time
Start Date: February 6, 2012
Under the general guidance of the Team Lead, Client Services, the Service Desk Coordinator (SDC) is responsible for overseeing and coordinating the day-to-day functions of the IT Service Desk. The SDC will monitor the service desk ticket system to ensure an efficient and effective service by level one and two technical support staff and to ensure that all the Service Level Agreements (SLAs) are met. As part of the day-to-day operation, the SDC will schedule shifts, prioritize requests, and direct requests to the appropriate IT team when needed. This position will also assist in development of new SLAs and maintain the IT Service Catalogue.
Qualifications:
Education & Experience
- Completion of a two (2) year post-secondary diploma in Computing Studies.
- ITIL Foundation certification required.
- Four (4) years related experience working in a service desk environment.
- An equivalent combination of education, training and experience may be considered.
- Supervisory experience is preferred.
- Detailed knowledge and experience of desktop computer hardware, operating systems and application tools and techniques.
- Detailed knowledge and experience in Service Desk call center operations, procedures and tools.
- Experience in writing effective technical documentation.
- Experience providing and managing user support technology, preferably in higher education environment.
Skills & Abilities
Demonstrated skill and ability to effectively:
- Communicate with others [verbally and in writing]; describing technical concepts to users.
- Determine and provide technical support and advice relating to client-centered services.
- Organize, manage and prioritize time to meet deadlines.
- Contribute to the improvement of department services and operation.
- Work both independently and as a member of a committee or team.
- Work harmoniously with others.
- Perform duties to meet established policies, practices and standards.
- Ability to write technical and user support documentation.
- Ability to maintain current knowledge of industry trends and standards.
- Ability to provide technical support of Windows and Mac OS environments.
- Able to use computer applications such as word processing, database, spreadsheet and Web portal in Windows/Unix/Linux.
Salary Range: $47,095 – $53,964 Annualized (Pay Grade 25)
Employee Group: CUPE
Hours & Days of Work: 9:00 a.m. - 5:00 p.m. Monday to Friday; however, hours may vary according to the needs of the department. This position is not subject to the compressed workweek schedule.
Application Information: For a copy of the position description please click here.
Closing Date: February 1, 2012
Competition No.: C008-12
We thank you for your interest and advise that only those shortlisted will be contacted. We are committed to enhancing our diverse workforce.
