Service Desk Analyst
Posting Date: September 20, 2022
Closing Date: Until filled
Position Title: Service Desk Analyst
Department: Information and Instructional Technology Services
Hiring Rate: $27.43 per hour
Appointment: Full time for 6-month term. Possibility of extension
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Responsibilities and Duties:
- Responding to end-user service requests
- Troubleshooting routine hardware/software issues
- Applying established standards when resolving routine and documented end user
- issues
- Troubleshooting networking connectivity issues for end-users
- Following-up with end-users on outstanding technical issues
- Troubleshooting and providing support for peripheral set-up and maintenance
- Liaising with technical specialists to resolve end-user issues
- Listening actively to clients with concerns
- Updating and maintaining service activities documentation
- Applying established standards when providing access to new users
- Checking to ensure equipment is in working order
- Conducting preventative maintenance on computing systems
- Recommending the purchase of equipment and supplies
- Other duties as assigned
Minimum Qualifications and Skills:
- College Diploma (2 years)
- Two years’ experience in customer service and/or end-user support roles
- Customer service skills with strong commitment to high quality service
- Ability to communicate effectively and patiently with both naïve and sophisticated users in person, by phone and by e-mail
- Knowledge of various desktop and mobile operating systems and email programs such as Outlook, Thunderbird, Mac mail
- Foundational knowledge of peripheral devices
- Desire to learn new technologies and applications and skills development
- Manual dexterity to service and operate equipment
- Strong organizational skills
- Team oriented, able to work with peers
- Time Management and prioritization skills
Please submit Résumé and Cover Letter by email to: shdjob@utsc.utoronto.ca
This is a casual position governed by the United Steel Workers of America Local 1998 Casual Staff Collective Agreement.