Client Services Clerk
1 week ago
Nipissing University
JOB DESCRIPTION
POSITION TITLE:
Client Services Clerk (contract)
DEPARTMENT:
University Technology Services
CLASSIFICATION:
Clerk A
WAGE GRADE:20
EMPLOYMENT DEFINITION:
Full-Time Support Staff
SUPERVISOR:
Manager, Client Services
SUMMARY OF FUNCTIONS:
Reporting to the Manager, Client Services, the Client Services Clerk will extend the Help Desk hours of operation by providing after-hours support during evenings and weekends along with additional daytime support.
This position is the main point of contact for faculty, staff, students and external clients requiring IT support and services after hours.
Working closely with the entire UTS team, this position prioritizes and escalates IT requests using the HelpDesk ticketing system, playing a vital role in identifying widespread IT issues for quick remediation by the UTS team.
DUTIES & RESPONSIBILITIES:
Customer Service Desk Support (100%)
- Act as the main UTS contact for staff, students, faculty and external clients requesting IT support
- Ensure all requests are tracked in the ticket tracking system for efficient communications, escalations, record keeping and reporting
- Resolve requests for common issues such as password resets, AV booking, ID card printing, among others
- Prioritize incoming requests to determine urgency, taking immediate action when the situation warrants it
- Route and escalate tickets through the ticket tracking system to the appropriate UTS groups
- Generate ticket tracking problems from similar incidents in order to identify broad issues and alert the UTS team
- Provide general classroom AV support
- Work closely with the UTS team to ensure consistent responses to common issues, awareness of ongoing issues and deployment of common solutions
- Monitor all UTS tickets and notify supervisor of tickets that require attention (e.g. long time span without resolution, high priority, etc.)
- Direct clients to selfservices and learning resources (e.g. Ticket Portal knowledge base, website resources, forms etc.) as well as other university departmental resources
- Train and monitor student employees who perform after hours classroom AV support
- Generate official university student, staff, faculty and alumni ID cards as well as general use badges and special event cards
- QUALIFICATIONS_**:
Education:
_A two-year community college diploma preferably in office administration combined with basic information technology knowledge.
- Training and/or experience may be substituted for formal academic training._
Training, Experience, Knowledge & Skills Required:
- 3 to 6 months relevant work experience in client service support preferably in an academic environment, or strong commitment to providing excellent customer service including strong communication skills
- Ability to maintain a professional and friendly demeanor when dealing with clients of varying degrees of IT knowledge
- Ability to train and mentor others
- Ability to set priorities, work independently, and make decisions in a changing technical environment
- Ability to work under pressure and meet deadlines
- Must be bondable and receive a negative criminal record check
RELATIONSHIPS/CONTACTS:
Supervised by:
Manager, Client Services
Internal:
Students, staff and faculty
External:
Vendors and external clients
MATERIALS UTILIZED:
- Telephone, multifunction devices (printers, fax, photocopiers, scanners)
- Technical manuals, online resources, Internet
- Audio visual and video conferencing equipment
- ID card printing system
PHYSICAL & MENTAL DEMANDS/WORKING CONDITIONS
- Visual and mental concentration
- Frequent Interruption
Job Types:
Full-time, Fixed term contract
Contract length: 4 months
Salary:
From $21.17 per hour
Work Location:
One location
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