Client Service Desk Technical Support Specialist - Toronto, Canada - Toronto District School Board

Toronto District School Board

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

No:

CUPE C UE

POSTED:
June 6, 2023

DEADLINE:
4:30 p.m. June 14, 2023

Client Service Desk Technical Support Specialist

Permanent Positions

Information Technology Services

CUPE Local 4400 Unit C - Grade L (12 Month)

$32.25 per hour

The Toronto District School Board adheres to equitable hiring, employment and promotion practices.

Reporting to the Client Service Desk Supervisor, under the day to day direction of the Client _
Service Desk Team Leader, the Client Service Desk Technical Support Specialist will: _

- _provide a single point of contact to all TDSB clients for any technical IT Services related_
- support;_
- _provide first level resolution for business and academic account access, computer_
- the individual clients and co-ordinate, on their behalf, the resolution of incidents that cannot_
- be solved immediately or the fulfillment of service requests;_
- _handle client interactions using the Contact Centre Interaction Management system and_
- record initial or update existing incident or request tickets in the ITSM software platform;_
- triage interactions to the appropriate queues;_
- _identify and successfully escalate difficult incidents to the appropriate support group within_
- set time limits and establish the priority of any incidents that are escalated;_
- _research and document escalated incidents, update knowledge base (kb) article content to_
- maintain their accuracy and use specialized knowledge/diagnostic tools to solve incidents;_
- and_
- _ensure that all terms and conditions in the Service and Operational Level Agreements and_
- all ITS, Client Service Desk and TDSB Service Excellence guiding principles processes and_
- procedures are followed._

Summary of Duties:

TDSB academic and business clients in any of the following areas of service: account access,

systems,office phones, smartphones and network connectivity;
Administer the ITSM ticketing platform which includes recording, analyzing, categorizing,

prioritizing, documenting, resolving or escalating and tracking all incidents and service requests

received at the Client Service Desk;
Triage interactions and assign to appropriate queues within the Contact Centre Interaction

Management system;
Ensure that automatically populated data in the ticket fields is accurate, correct any errors, and

determine the most effective manner to log and solve incidents or service requests;

escalate incidents to appropriate ITS level support group;
Provide specialized technical assistance for hardware related incidents or service requests for

supported computer devices, peripherals such as printers, scanners, whiteboards, office

phones etc., document, resolve or assign to Field Services, third party vendors or other ITS

support group as applicable;

Provide specialized technical assistance for software related incidents or service requests such

TDSB group as applicable;
Validate proof of license for all licensed software requests;
Diagnose technical infrastructure connectivity problems or requests for service for academic or

business users, (i.e. WAN, Wireless) document, resolve or assign to applicable ITS support

group;
Utilize ITS technology tools such as device remote control, mobile device management,

software distribution, network connectivity, account password and permissions management,

and CSD developed tools to support clients;
Train/coach/support clients (just-in-time training) on various supported software and Board

Refer to TDSB ITS and online resources to research solutions for more difficult problems (i.e.,

Microsoft, Google, third party vendor, internal KBs etc.);
Identify and escalate to Team Lead any incidents or service requests for academic or business

users that may lead to service improvement, future enhancement recommendations or user

training opportunities;
Assist in producing, revising and updating Knowledge Base articles, as well as, creating and

required;
Monitor CSD ITSM ServiceNow dashboards for self-service portal client submissions and log,

follow-up with user, resolve or escalate as required;
Monitor CSD ITSM dashboards for daily trends, as well as, tickets requiring further intervention

for first level resolution, action or response in accordance with SLA and OLA's terms and

conditions;
Conduct research or project activities as assigned;
Periodically may be assigned to work in other functional areas within IT Services; and

Other related duties as assigned.

Qualifications:

Three-year community college diploma in Computer Technology or related field, with one year

directly related experience or equivalent combination of education and experience;
Certification acquired as Microsoft Certified Professional (MCP), ITIL Training/Certification or

knowledge of ITIL;

or other ITSM solution) and Contact Center Interaction Management systems (i.e. Apropos);
Technical skills include expert knowledge in the support of computer hardware devices running