Service Desk Technician at Simon Fraser University

Union/Affiliation: C.U.P.E. Local 3338 Pay range: $25.44 hourly plus 14% in lieu of benefits SFU Department Descr: IT Services Desk Position Grade: 5 # of openings: 10 Biweekly Hours: varies

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.

About the Role

The Service Desk Technician provides comprehensive customer service and maintains client satisfaction with IT service delivery by acting as first point of contact between clients and SFU IT Services using multiple contact channels including phone, email, chat and walk-in support. Assists clients (students, faculty, researchers and staff) with support requests related to services offered by IT Services. Provides information and assistance to clients in the use of software applications, hardware and technology services including but not limited to user accounts, printing, network connectivity, email and calendaring and technology equipment bookings. Responsible for logging, prioritizing, assigning, documenting and actively resolving incidents and client requests.

Full