Client Support Specialist -Help Desk
❮ back to last search| Location: | London |
|---|---|
| Company: | Western University |
| Hours: | Full time |
Sorry, this job is not available in your region
Search for similar jobs in your region
Hours per Week: 35 Salary Grade: 13
Please note, this is a temporary full-time role, covering a leave, with a contract end date of December 31, 2024.
Secondments are Welcome
Click here for more details on secondment opportunities.
About Western
Since 1878, Western University has been committed to serving our communities through the pursuit of academic excellence and by providing students, faculty, and community members with life-long opportunities for intellectual, social, and cultural growth. We seek excellent students, faculty, and staff to join us in what has become known as the "Western Experience" - an opportunity to contribute to a better world through the development of new knowledge, new abilities, new connections, and new ways to make a difference.
About Us
The Information Technology Group (ITG) provides cost-effective technology solutions and support to faculty, staff, and students for the provision, use, and maintenance of technology and systems to support the teaching, learning, research, and administrative needs of the Faculty of Engineering.
Responsibilities
As a member of the Information Technology Group (ITG), the Client Support Specialist – Help Desk will be accountable for providing first level technical support and troubleshooting for all current services and applications, including computer, networking, AV, and software applications in the Faculty of Engineering. The role ensures that the faculty, staff and students who use these services and applications have any technical questions resolved in a timely fashion, either directly or by escalating the issue to 2nd level support within ITG based on the severity and/or complexity.
Qualifications
Education:
3 year Community College Diploma in an Information Technology field
University Degree with a minor in an Information Technology field is preferred
Relevant certifications in Information Technology subjects (e.g. A+ certification, Microsoft Certified Professional, etc.) preferred
Experience:
3 years of experience providing technical support and customer service
Experience providing technical support and customer service in an academic IT environment is preferred
Knowledge, Skills & Abilities:
Knowledge of system administration, including computer networks, operating systems, audio visual technology, ticketing systems, and applications software
Familiarity with email delivery technologies
Familiarity with commonly-used concepts, practices, and procedures to support ITG applications
Familiarity with discrete and integrated information systems elements relevant to area of responsibility (hardware, software, and network)
Communication skills to listen to the complete message, solicit more information as required, and give feedback on the message received
Communication skills to describe technical concepts effectively to both novice and sophisticated users
Communication skills to write clearly, and adapt communication style and content for intended audiences in a professional manner
Ability to maintain and apply up-to-date knowledge of discrete and integrated information systems elements relevant to your area of responsibility (hardware, software, and network)
Ability to work in a manner that models best practices in confidentiality standards
Ability to provide solutions and ideas for improvement by using imaginative approaches where constructive thinking and innovation are required
Ability to understand customer needs and expectations and provide excellent customer service to directly and indirectly satisfy expectations
Ability to follow formal business practices with high attention to detail
Ability and willingness to stay abreast of technological developments
Computer skills with the ability to creatively use and integrate technology to improve quality and productivity
Excellent troubleshooting ability along with hands-on expertise in technical support
Advanced computer skills in Microsoft Office Suite
Possess a reputation for resourcefulness with a strong sense of accountability and initiative
Ability to prioritize and organize a fluctuating work load
Problem solving skills with a sense of urgency in resolving issues and getting tasks completed
Ability to identify opportunities for improvement and actively support change initiatives
Proven ability and natural inclination to develop relationships by interacting with people in a professional, respectful and diplomatic manner
Ability to work independently and effectively as a member of the team to achieve department goals
Western Values Diversity
The University invites applications from all qualified individuals. Western is committed to employment equity and diversity in the workplace and welcomes applications from women, members of racialized groups/visible minorities, Indigenous persons, persons with disabilities, persons of any sexual orientation, and persons of any gender identity or gender expression. Accommodations are available for applicants with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please contact Human Resources at hrhelp@uwo.ca or phone 519-661-2194.
Please Note:
We thank all applicants for their interest; however, only those chosen for an interview will be contacted.
Sorry, this job is not available in your region
Search for similar jobs in your region
By creating an alert, you agree to our T&Cs and Privacy Notice, and Cookie Use.