Client Support Representative

Date Posted: 10/21/2024
Req ID: 40253
Faculty/Division: UofT Mississauga
Department: UTM: Info. & Inst. Tech. Services
Campus: University of Toronto Mississauga (UTM)
Position Number: 00044984

Description:

About us:

The university’s second largest division, U of T Mississauga has 17 academic departments and offers 156 programs in 92 areas of study. Home to approximately 15,000 students and over 1,000 faculty and staff, the campus houses the Mississauga Academy of Medicine, Centre for Medicinal Chemistry and Institute for Management and Innovation. With its distinctive interdisciplinary programs such as forensic sciences and biomedical communications, U of T Mississauga offers a broad array of continuing education programs and professional masters programs. Established in 1967, the campus features award-winning architecture, robust community partnerships and a dynamic student environment set amongst 225 acres along the Credit River in Mississauga.

Your opportunity:

Do you want to work with an organization named a top GTA employer for 17 years in a row, and in 2023 alone was selected as one of Canada's Top 100 Employers, Canada's Top Family-Friendly Employers and Greater Toronto's Top Employers? Do you want to work within a modern IT department using cutting-edge technology that will invest in you and your career? Then look no further!

U of T has the exceptional human resources programs and forward-thinking workplace policies to receive this perennial recognition. We recognize that people need their employers to invest in them and enrich their lives; we have great benefits, flexible work options, advancement opportunities, professional development programs, employee family assistance plans, a full pension, generous vacation, educational assistance and tuition waivers for you and your children.

The UTM Service Desk is a service delivery Centre of Excellence at the University of Toronto. A busy, central service point, we are the first point of contact for IT support, facilities and utility requests, Shuttle Buses, TCard, and Lost and Found. Under the general direction of the Service Delivery Lead, the incumbent is responsible for providing these services.

As a Client Support Representative, you will be the front-facing member of the UTM Service Desk, providing exemplary client service, addressing and actioning issues and requests, and fulfilling the services the UTM Service Desk delivers. You will route service requests to various groups and route escalations to the appropriate teams.

While this isn't an IT-focused role, you will be exposed to every aspect of the campus IT department and will have the opportunity to explore and grow your career within I&ITS and the broader IT@UofT community.

Your responsibilities will include:

• Responding to end-user service requests
• Listening actively to clients with concerns
• Responding to service requests in a timely fashion
• Setting up and troubleshooting audio-visual equipment
• Checking to ensure equipment is in working order
• Updating and maintaining service activities documentation

Essential Qualifications:

• College Diploma (2 years) in an IT or related program, or acceptable combination of equivalent experience
• Minimum two years of customer service experience
• Experience working in a high-volume, fast-paced environment.
• Knowledge of Windows and Apple software and computers
• Knowledge of various personal digital tools, like phones, laptops, tablets, and other similar devices.
• Knowledge of audio-visual and classroom technologies
• Must have solid troubleshooting and analytical skills
• Demonstrated interpersonal skills under pressure
• Demonstrated superior ticket, email, and telephone etiquette and a strong commitment to high quality service
• Ability to work within a ticket system to manage assigned work
• Ability to work in an environment with frequent interruptions
• Ability to effectively handle multiple problems, completing each in a timely manner
• Ability to exercise good judgment, discretion and tact
• Ability to communicate effectively and accurately both orally and in writing, including the ability to communicate technical concepts to persons with limited technical background
• Ability to work effectively independently and as part of a team

Assets (Nonessential):

• Experience with ITSM ticketing software ServiceNow
• Familiarity with the University environment, governance, and policies

To be successful in this role you will be:

• Adaptable
• Assertive
• Communicator
• Motivated self-learner
• Problem solver
• Resourceful

Closing Date: 10/30/2024, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 06 -- $55,728. with an annual step progression to a maximum of $71,265. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Job Category: Information Technology (IT)

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.