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IT Service Desk Consultant

5 months ago

Montréal, Canada McGill University Full time

Please refer to the

job aid for instructions on how to apply.

POSITION CONTEXT

Primary Responsibilities:

- Provide 1st and 2nd level technical support to end-users (diagnose, investigate, provide a recommendation, resolve the incident and/or fulfill the request) on a wide a variety of IT services.
- Escalate to the appropriate IT service provider team as required.
- Acknowledge, resolve, and respond promptly to customer inquiries.
- Ensure customer satisfaction and provide professional customer support.
- Co-ordinate major incident notifications: When requested, send internal alerts to major incidents. This role serves as a communications liaison to the Major Incident Manager (MIM) during Major Incidents (MI).
- Administer Identity and Access Management processes.
- Troubleshoot and research IT resolutions for simple to complex incidents. within the set timeframe.
- Participate in the creation and updating of end-user and internal knowledge documentation and articles.
- Train and mentor new Service Desk employees.
- Contribute to cross unit special projects.
- Facilitate orientation/demo sessions to end-users.

EDUCATION & EXPERIENCE

Education: DEC III

Experience: Three (3) years’ related experience

OTHER QUALIFYING SKILLS AND/OR ABILITIES
- Required: Advanced proficiency in French both written and spoken. Knowledge of French and English. McGill University is an English-language university where day to day duties may require English communication both verbally and in writing.
- Desired: Undergraduate Degree
- Ability to make recommendations to users and explain solutions in non-technical terms.
- Ability to facilitate training sessions and write user documentation.
- Strong attention to detail, organizational and planning skills.
- Ability to meet the objectives of the unit in delivering quality and efficient customer service and assistance in a timely manner.
- Initiative and proactive approach to problem solving.
- Excellent analytical skills.
- Ability to identify, isolate, and communicate problems from, and to, all levels of internal service partners.
- Ability to be assertive and control conversations to gather relevant facts.
- Strong interpersonal skills including patience and diplomacy.
- Team player, with demonstrated commitment to service excellence.
- Flexible to work various shifts.
- Flexible to work from multiple locations (Downtown campus, MacDonald campus).
- Minimum Education and Experience:

- DEC III 3 Years Related Experience /

Hourly Salary:



(MUNACA Level H) $32.09 - $39.78
- Hours per Week:

- 33.75 (Full time)
Supervisor:

IT Service Desk Supervisor
Position End Date (If applicable):

Deadline to Apply:

._