本文发表在 rolia.net 枫下论坛IT Service Desk Specialist (3 Positions)
Job ID 2015-3887
Job Locations CA-ON-Mississauga
# Positions 3
Job Type Full Time
Job Industry Education
Career Level Experienced
Years of Experience 3
Posted Date 1/26/2015
Appointment Details:
Employee Group: Support Staff
School/Department: Information Technology
Campus: HMC
Reference #: 15/S/05, 15/S/06, 15/S/07
Payband: I
Hourly Range: $32.51 - $37.68
Hours/Week: 40 hours
Hours: 8:00am - 5:00pm
Application Deadline: January 30, 2015
Specific responsibilities include:
Consulting with IT service owners to ensure accurate, timely service provision in accordance with established service level agreements;
Participating in defining, designing and documenting new services and the service levels;
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;
Investigating, providing and documenting workarounds for newly discovered incidents;
Participating in feasibility studies to explore the suitability of certain technologies;
Performing testing of technology solutions and piloting the feasibility of solutions or products;
Writing test scripts and test cases to facilitate quality assurance of solutions implemented as part of a project;
Mentoring co-op students; guiding their schedules, work assignments and priorities; participating in hiring co-op students and in designing and documenting the learning outcomes and training documents for co-op students;
Carrying out formalized training on the IT Service Desk objectives, goals, processes, tasks and activities;
Participating in post-mortem meetings and preparing and releasing post-outage notifications to the Sheridan community;
Participating in the development of training materials of newly released IT products, services and processes;
Responding to customer requests via telephone, email, ticketing system or in person;
Performing other duties as assigned.
Qualifications:
The successful candidate will possess a 3-year diploma/degree in Computer Science or other technology and IT Service related field, along with a minimum of 3 years of experience 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). The CompTIA A+ and ITIL Foundation certification are required. The MCSA and MCITP certifications will be considered an asset. The successful candidate will have knowledge of technological trends and their use cases pertaining to a wide audience as well as superb customer relations aptitude and demonstrated attitude. Excellent listening, oral and written communication and analytical skills are necessary along with the ability to multi-task effectively and work well as a team member and independently. The successful candidate must have demonstrated customer service orientation, be able to work well in stressful environments and work effectively with customers to achieve suitable solutions for all parties.更多精彩文章及讨论，请光临枫下论坛 rolia.net
Job ID 2015-3887
Job Locations CA-ON-Mississauga
# Positions 3
Job Type Full Time
Job Industry Education
Career Level Experienced
Years of Experience 3
Posted Date 1/26/2015
Appointment Details:
Employee Group: Support Staff
School/Department: Information Technology
Campus: HMC
Reference #: 15/S/05, 15/S/06, 15/S/07
Payband: I
Hourly Range: $32.51 - $37.68
Hours/Week: 40 hours
Hours: 8:00am - 5:00pm
Application Deadline: January 30, 2015
Specific responsibilities include:
Consulting with IT service owners to ensure accurate, timely service provision in accordance with established service level agreements;
Participating in defining, designing and documenting new services and the service levels;
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;
Investigating, providing and documenting workarounds for newly discovered incidents;
Participating in feasibility studies to explore the suitability of certain technologies;
Performing testing of technology solutions and piloting the feasibility of solutions or products;
Writing test scripts and test cases to facilitate quality assurance of solutions implemented as part of a project;
Mentoring co-op students; guiding their schedules, work assignments and priorities; participating in hiring co-op students and in designing and documenting the learning outcomes and training documents for co-op students;
Carrying out formalized training on the IT Service Desk objectives, goals, processes, tasks and activities;
Participating in post-mortem meetings and preparing and releasing post-outage notifications to the Sheridan community;
Participating in the development of training materials of newly released IT products, services and processes;
Responding to customer requests via telephone, email, ticketing system or in person;
Performing other duties as assigned.
Qualifications:
The successful candidate will possess a 3-year diploma/degree in Computer Science or other technology and IT Service related field, along with a minimum of 3 years of experience 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). The CompTIA A+ and ITIL Foundation certification are required. The MCSA and MCITP certifications will be considered an asset. The successful candidate will have knowledge of technological trends and their use cases pertaining to a wide audience as well as superb customer relations aptitude and demonstrated attitude. Excellent listening, oral and written communication and analytical skills are necessary along with the ability to multi-task effectively and work well as a team member and independently. The successful candidate must have demonstrated customer service orientation, be able to work well in stressful environments and work effectively with customers to achieve suitable solutions for all parties.更多精彩文章及讨论，请光临枫下论坛 rolia.net