Help Desk Analyst

4 days ago

Toronto, Ontario, Canada University of Toronto Full time

Date Posted: 03/14/2025
Req ID: 41935
Faculty/Division: Library
Department: Information Commons
Campus: St. George (Downtown Toronto)

Description:

About Us

The University of Toronto Libraries system is the largest academic library in Canada and is consistently ranked in the top ten among academic research libraries in North America. The system consists of 40 libraries located on three university campuses: St. George, Mississauga, and Scarborough. This array of college libraries, special collections, and specialized libraries and information centres supports the teaching and research requirements of over 300 graduate programs, more than 70 professional programs, and about 700 undergraduate degree programs. In addition to more than 12 million volumes in 341 languages, the library system currently provides access to millions of electronic resources in various forms and over 31,000 linear metres of archival material. More than 150,000 new print volumes are acquired each year. The Libraries' data centre houses more than 600 servers with a storage capacity of 1.5 petabytes.

Your Opportunity

This temporary term Help Desk Analyst position provides the interface between information technology and University clients who use that technology in order to fulfill the University's academic computing needs.

Duties and Responsibilities

  1. Mastery of Supported Products: Responsible for acquiring, maintaining and expanding knowledge of relevant product offerings, current support policies, and methods of support delivery (e.g., telephone, email, online video, audio and chat, via ticketing system, in-person contact) to provide technically accurate solutions to clients. Proficiency is achieved through training, reading of manuals, installing products on a range of platforms and performing the functionalities of the products and analyzing how a tool works.
  2. Client Technical Support: Provides expert and creative solutions to client problems (software/hardware) requiring more in-depth assistance. This involves: querying and defining clients' problems; determining if problem is within scope of support; researching, resolving and responding to inquiries based on standards implemented and all available information. Ensures that problems are escalated in accordance with established procedures. Contacts other University technical staff as required to solve technical issues. Develops IC Help Desk procedures as required to attain support objectives. May assist with developing and implementing training programs for clients. May act as primary point of contact for some services e.g. Postmaster for email services or Listmaster for listserve service.
  3. Special Projects: Leads or participates in projects that enhance the quality or efficiency of support. Leads and assists other help desk staff members in support of a major or complex product. Is responsible for coordination and scheduling of projects in support of clients using institutional software/systems.
  4. General Point of Contact for Clients: Answers questions related to UofT IT services; for other questions, directs clients to appropriate services. Directs clients to appropriate services or other help desks.
  5. Workflow Leadership: Guides, trains, and oversees part-time advisors and other employees involved in Help Desk workflow and prepares documents to train them. May prepare and maintain daily schedules for casual employees.
  6. Other Duties: May also: develop and provide user training for specified UofT IT services, create and maintain a trouble ticket system, assist in responding to complaints, assist with general office tasks, create client software, create databases, and review attendance records for casual staff. Provides back-up for other staff and performs other related duties as required.

Qualifications Required (Minimum)

Education:University degree in an information technology field or an equivalent combination of education and experience.

Experience:A minimum of four years related experience required. Experience in a service capacity within a high-tech field, serving a large number of individuals, required; experience in the use of desktop software, development methodologies, network services and technologies required.

Other Skills:Advanced familiarity with computers, mobile devices and mobile device operating systems; advanced knowledge of UofT IT services, personal productivity applications and internet applications required; working knowledge of PC hardware required. Ability to work effectively with technology within a stressful environment while managing competing priorities; creativity and initiative; advanced analytical skills; and strong desire to enhance knowledge of IT technology and business environment required. Demonstrated awareness, sensitivity and commitment to the values of inclusivity, diversity and accessibility.

Notes:

  • This position is a temporary position to October 31, 2025.

Closing Date:03/28/2025, 11:59PM ET
Employee Group: Salaried
Appointment Type: Budget - Term
Schedule: Full-Time
Pay Scale Group & Hiring Zone:CUPE 1230 (2U) - Step 1: $89,849 - Step 2: $95,863 - Step 3: $102,095
Job Category: Information Technology (IT)

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