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:
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Responding to end-user service requests
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Troubleshooting routine hardware/software issues
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Applying established standards when resolving routine and documented end user
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issues
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Troubleshooting networking connectivity issues for end-users
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Following-up with end-users on outstanding technical issues
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Troubleshooting and providing support for peripheral set-up and maintenance
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Liaising with technical specialists to resolve end-user issues
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Listening actively to clients with concerns
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Updating and maintaining service activities documentation
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Applying established standards when providing access to new users
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Checking to ensure equipment is in working order
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Conducting preventative maintenance on computing systems
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Recommending the purchase of equipment and supplies
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Other duties as assigned
Minimum Qualifications and Skills:
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College Diploma (2 years)
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Two years’ experience in customer service and/or end-user support roles
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Customer service skills with strong commitment to high quality service
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Ability to communicate effectively and patiently with both naïve and sophisticated users in person, by phone and by e-mail
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Knowledge of various desktop and mobile operating systems and email programs such as Outlook, Thunderbird, Mac mail
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Foundational knowledge of peripheral devices
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Desire to learn new technologies and applications and skills development
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Manual dexterity to service and operate equipment
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Strong organizational skills
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Team oriented, able to work with peers
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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.