本文发表在 rolia.net 枫下论坛Job ID 2015-3888
Job Locations CA-ON-Mississauga
# Positions 1
Job Type Full Time
Job Industry Education
Career Level Experienced
Years of Experience 5
Posted Date 1/26/2015
Appointment Details:
Employee Group: Support Staff
School/Department: Information Technology
Campus: HMC (May be assigned activity at any Sheridan campus)
Reference #: 15/S/08
Payband: K
Hourly Range: $38.09 - $44.16
Hours/Week: 40 hours
Hours: 8:00am - 5:00pm
Application Deadline: January 30, 2015
Specific responsibilities include:
Investigating IT issues and provides workarounds to customers;
Creating knowledge base of workarounds and help articles to aid the swift resolution of the problem;
Producing reports on KPI’s, analysis and statistics in regards to Service Desk Analyst activity, productivity and call handling incident and request fulfillment, etc;
Performing Root Cause Analysis and making recommendations to prevent/eliminate reoccurrences of common issues;
Establishing and promoting focal point of communication by: ensuring consistency in customer communication; discovering new communication channels for various stakeholder groups; performing follow-up calls, surveys and other methods of ensuring customer satisfaction;
Demonstrating exceptional customer service skills while fulfilling service requests;
Participating in pilot implementations of technology and collaborating with the cross functional teams to design and implement new services;
Leading IT projects; initiating feasibility studies to address a raised business problems; writing test scripts and test cases to facilitate quality assurance of solutions implemented as part of projects;
Participating in feasibility studies to explore the suitability of a certain technology in Sheridan’s environment;
Training, guiding and mentoring co-op students, part-time and contract employees and their schedules, work assignments and priorities; providing Service Desk Specialists, part-time and co-op students with guidance and expectations to provide the “above and beyond” level of customer service and satisfaction;
Training users on IT products, processes and Sheridan specific set-up and configurations;
Contributing to the technical and end-user knowledge base by producing relevant documentation;
Other duties as assigned.
Qualifications:
The successful candidate will possess a minimum of a 3-year diploma/degree in the Computer Science, or other Technology related field, along with 5 years of hands on experience in a technical support role including supporting a large number of customers (1,000 plus) with diverse technical needs (or a relevant combination of education and related work experience). Rich experience with a wide variety of technology, its support and use cases as well as established leadership experience is also required as is familiarity and experience with IT call tracking/ticketing system and ITSM software i.e. Cherwell as well as familiarity with ACD and telephony systems. The CompTIA A+ and ITIL Foundation certification are required. The MCSA and MCITP certifications will be considered an asset as will the HDI certification and ITIL Intermediate Certification. The successful candidate will have demonstrated exceptional customer service attitude and aptitude in establishing and nurturing customer relationships in a progressive environment as well as an ability to engage a diverse audience to achieve a common goal. 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 Locations CA-ON-Mississauga
# Positions 1
Job Type Full Time
Job Industry Education
Career Level Experienced
Years of Experience 5
Posted Date 1/26/2015
Appointment Details:
Employee Group: Support Staff
School/Department: Information Technology
Campus: HMC (May be assigned activity at any Sheridan campus)
Reference #: 15/S/08
Payband: K
Hourly Range: $38.09 - $44.16
Hours/Week: 40 hours
Hours: 8:00am - 5:00pm
Application Deadline: January 30, 2015
Specific responsibilities include:
Investigating IT issues and provides workarounds to customers;
Creating knowledge base of workarounds and help articles to aid the swift resolution of the problem;
Producing reports on KPI’s, analysis and statistics in regards to Service Desk Analyst activity, productivity and call handling incident and request fulfillment, etc;
Performing Root Cause Analysis and making recommendations to prevent/eliminate reoccurrences of common issues;
Establishing and promoting focal point of communication by: ensuring consistency in customer communication; discovering new communication channels for various stakeholder groups; performing follow-up calls, surveys and other methods of ensuring customer satisfaction;
Demonstrating exceptional customer service skills while fulfilling service requests;
Participating in pilot implementations of technology and collaborating with the cross functional teams to design and implement new services;
Leading IT projects; initiating feasibility studies to address a raised business problems; writing test scripts and test cases to facilitate quality assurance of solutions implemented as part of projects;
Participating in feasibility studies to explore the suitability of a certain technology in Sheridan’s environment;
Training, guiding and mentoring co-op students, part-time and contract employees and their schedules, work assignments and priorities; providing Service Desk Specialists, part-time and co-op students with guidance and expectations to provide the “above and beyond” level of customer service and satisfaction;
Training users on IT products, processes and Sheridan specific set-up and configurations;
Contributing to the technical and end-user knowledge base by producing relevant documentation;
Other duties as assigned.
Qualifications:
The successful candidate will possess a minimum of a 3-year diploma/degree in the Computer Science, or other Technology related field, along with 5 years of hands on experience in a technical support role including supporting a large number of customers (1,000 plus) with diverse technical needs (or a relevant combination of education and related work experience). Rich experience with a wide variety of technology, its support and use cases as well as established leadership experience is also required as is familiarity and experience with IT call tracking/ticketing system and ITSM software i.e. Cherwell as well as familiarity with ACD and telephony systems. The CompTIA A+ and ITIL Foundation certification are required. The MCSA and MCITP certifications will be considered an asset as will the HDI certification and ITIL Intermediate Certification. The successful candidate will have demonstrated exceptional customer service attitude and aptitude in establishing and nurturing customer relationships in a progressive environment as well as an ability to engage a diverse audience to achieve a common goal. 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