IT Service Desk Specialist - Oakville, Canada - Sheridan College

Sheridan College

Verified Company

Oakville, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

The IT Service Desk Specialist acts as the first point of contact on the IT Service Desk for service disruptions and service requests, striving for first call resolution, and acts as point of coordination for IT groups.

The incumbent is accountable for the provision of services documented in the IT Service Catalogue, such as (but not limited to); account management for all IT systems; video conferencing management; print queues; new equipment; software licensing; web content management; communication and IT changes for customers.

The incumbent provides services and support to Sheridan students, employees, retirees, guests, and visitors.

What You'll be Doing

Consulting with IT service owners to ensure accurate, timely service provision in accordance with established service level agreements;
Triaging and troubleshooting software, hardware, server and network issues;
Performing Analysis of IT problems and communicating resolution of problems directly to customers in a timely and accurate manner following the established service level agreements and processes;
Participating in feasibility studies to explore the suitability of certain technologies;
Undertaking business analysis of the stakeholder needs for a given project

Leading small IT projects by writing scaled down project plans, executing plan, providing status updates and writing test scripts and test cases to facilitate quality assurance of a solution;
Mentoring co-op students;
Responding to IT emergencies;
Training users on IT products, processes and Sheridan specific setup and configurations;
Other duties as assigned.

About You

Your collaborative spirit is balanced with your ability to take initiative and act independently to advance initiatives.

You have the skills and knowledge to work with an increasingly diverse student and staff population as well as a proven commitment to anti-oppression, equity, and inclusion.

You have a client service focus with an aptitude to make connections, support others, provide excellent customer service and might identify as a community builder.

Your research and analysis skills will help to facilitate the measurement, interpretation and presentation of information in the most impactful way.

You enjoy balancing many different tasks, staying organized and planning and have the ability to integrate multiple streams of information, prioritize and track multiple projects to meet a demanding workload and keep things running smoothly.

You exercise sound judgement and your sharp problem solving and conflict resolution skills, along with your ability to invite new ways of thinking, allow you to solve challenges in a creative way to help advance organizational goals.

3-year diploma/degree in Computer Science or other technology and IT Service related field

3 years of experience minimum in a variety of IT areas such as: service management, hardware maintenance, software performance and troubleshooting, network and server management and maintenance as well as business acumen to facilitate customer satisfaction and to expertly perform the generalist's role on a level 2 support matrix (or a relevant combination of education and related work experience).

Information Technology Infrastructure Library (ITIL) Foundations certification is required.

Completed certification or training in at least one of the following is required: Help Desk Institute (HDI) or Service Desk Institute (SDI), Business Relationship Management (BRM), PMP, CAPM, MCSE, MCSA, MCP, MCITP, VMware, CompTIA A+, Network +, Security + or CCNA.

Experience using IT Service Management tools such as Cherwell, Service Now, BMC Remedy, or other is required.

Who We Are:

For more information, visit:
Why Work at Sheridan

Other Details

Faculty/Department:
Information Technology

Campus Location:
Hazel McCallion Campus (may be assigned activities at any Sheridan campus) once normal campus operations resume. This position is currently working hybrid.

Reference #:

J

Employee Group:
Support Staff

Payband:
I

Hourly Range:
$ $41.94

Hours/Week: 40

Hours: 8:00am - 5:00pm

Application Deadline:
February 17, 2023

Sheridan is deeply committed to implementing the Calls to Action framed by the Truth and Reconciliation Commission.

We acknowledge that we live and work on the traditional territory of the Mississaugas of the Credit First Nations, Anishinaabe Nation, Huron-Wendat and the Haudenosaunee Confederacy.

Sheridan is situated on these lands, and it is our collective responsibility to honour and respect those who have gone before us, those who are here, and those who have yet to come.

We are grateful for the opportunity to be working on this land.

Sheridan will provide job applicants with accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

To request accommodation, please contact Human Resources.

You may be asked to provide copies