Help desk analyst
University of Toronto’s Information Commons Department based in St. George, ON is inviting applications from suitable candidates for the position of Help desk analyst. University of Toronto’s Information Commons Department enhances academic activities through advanced digital resources and support services. It provides access to high-tech facilities, specialized software, and research assistance. The department functions by integrating technology into education, facilitating collaboration, and offering training. Its role supports students and faculty in achieving their research and learning goals through innovative tech solutions. The candidates selected for the vacancy will be required to start the work as soon as possible.
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Job Description:
Employer Name: University of Toronto
Department: Information Commons
Faculty: Library
Position: Help desk analyst
No of Vacancies: 2
Salary: $89849.00 – $102095.00 yearly
Employment Type: Full time
Employee Group: CUPE 1230
Job Category: Library Services
Location: St. George, ON, CA
Requisition ID: 38725
Requirements:
Languages: Candidates must have knowledge of the English Language
Education:Â Candidates should have completion of a university degree in an information technology field
Experience: Candidates should have a minimum of four years of experience in the relevant field
Other Requirements:
- The candidates should have or an equivalent combination of education and experience and experience in a service capacity within a high-tech field, serving a large number of individuals
- The candidates should have experience in the use of desktop software, development methodologies, network services, and technologies
- The candidates should have advanced familiarity with computers, mobile devices, and mobile device operating systems
- The candidates should have advanced knowledge of UofT IT services, personal productivity applications, and internet applications and working knowledge of PC hardware
- The candidates should have the ability to work effectively with technology within a stressful environment while managing competing priorities and demonstrate creativity and initiative
- The candidates should possess advanced analytical skills and a strong desire to enhance knowledge of IT technology and the business environment
- The candidates should demonstrate awareness, sensitivity, and commitment to the values of inclusivity, diversity, and accessibility
Responsibilities:
- The candidate should be able to acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery telephone, email, online video, audio, chat, via ticketing system, in-person contact to provide technically accurate solutions to clients
- The candidate should be able to achieve proficiency through training, reading of manuals, installing products on a range of platforms, and performing the functionalities of the products, and analyzing how a tool works
- The candidate should be able to provide expert and creative solutions to client problems (software or hardware) requiring more in-depth assistance by querying and defining clients’ problems, determining if the problem is within the scope of support, and researching, resolving, and responding to inquiries based on standards implemented and all available information
- The candidate should be able to ensure that problems are escalated in accordance with established procedures and contact other University technical staff as required to solve technical issues
- The candidate should be able to develop IC Help Desk procedures as required to attain support objectives and assist with developing and implementing training programs for clients
- The candidate should be able to lead or participate in projects that enhance the quality or efficiency of support and lead and assist other help desk staff members in support of a major or complex product and act as the primary point of contact for some services Postmaster for email services or Listmaster for listserv service
- The candidate should be able to coordinate and schedule projects in support of clients using institutional software or systems and answer questions related to UofT IT services and direct clients to appropriate services or other help desks for other questions
- The candidate should be able to guide, train, and oversee part-time advisors and other employees involved in Help Desk workflow and prepare documents to train them and and maintain daily schedules for casual employees
- The candidate should be able to develop and provide user training for specified UofT IT services, create and maintain a trouble ticket system, assist in responding to complaints, assist with general office tasks, create client software, create databases, and review attendance records for casual staff and provide back-up for other staff and perform other related duties
How to apply:
If the position is fit for you and the basic requirements are fulfilled then you can now apply directly to the employer (along with your resume) through the below-mentioned details.
We thank all the applicants for showing their interest and trust in us, however, only the most eligible candidates will be selected and conducted for further procedure directly from employers, in between no charges/fees or original documents will be asked from any applicant. All the best!