Service Desk Supervisor

5 months ago

Regina, Canada University of Regina Full time

Faculty/Department Information Services Unit IS-IT Support Centre Employee Group CUPE 5791 Collective Agreement Consideration Open with preference given to CUPE 5791 members(NON-RESEARCH). CUPE 5791 Job Family Applied Scientific Services Category Staff Number of Vacancies 1 Position Summary

Join the vibrant and forward-thinking community at the University of Regina, where innovation meets education. We are seeking a skilled and motivated **Service Desk Supervisor** to join our Information Services team, dedicated to advancing campus-wide communication networks.

Reporting the Service Desk Manager, the Service Desk Supervisor is responsible for assignment and review (quality assurance) of the level of support end users receive when they contact the Service Desk for incident resolution (repair) or for service requests. This position provides support to Service Desk staff, being the technical expert for issue resolutions, and onboarding new staff.

**What You’ll Do**:

- Act as the Knowledge Base coordinator - utilizing their senior technical expertise, oversee the process for article creation, review, approval and utilization. This will include researching previously undocumented solutions, preparing article, conducting peer review and testing, and final approval. This position is also responsible for communicating with Service Desk staff new articles as approved.
- Triage tickets (determine priority and urgency), assign/delegate/escalate tickets/tasks to Information Services staff and monitor progress.
- Assign work tasks, review quality and provide general supervision to Service Desk staff, escalating performance issues to the Service Desk Manager as required.
- Review Tickets for quality, accuracy, and completeness; review tickets to determine if services provided align with Service Catalogue (i.e. whether support was provided for supported or unsupported systems (which would be a chargeable service).
- Onboard and Training Service Desk staff in the use of Footprints, HCC Software and other utility software used by the service desk as required.
- Identify, draft and review departmental standard operating procedures.
- Participate in performance-related goal setting for Service Desk staff.
- Provide on-call technical expertise and supervisory support (on rotation) for evening and weekend Service Desk staff.
- Provide print environment support (hardware, firmware upgrades, deployments, maintenance and repair monitoring).
- Install, configure, test and troubleshoot systems as required.
- Act as backup to the Service Desk Manager, providing assistance with tasks and projects, and filling in when manager is away. This may include performing Major Incident task coordination in the absence of the Manager and/or Supervisor.
- Provide senior desktop computer technical Support to Service Desk staff and campus community, including all duties of the existing Technical Analyst position.
- Perform other related duties as assigned.

**Why Join Us?**

At the University of Regina, we’re more than just a campus - we’re a community Join our team and enjoy:

- **Meaningful Impact**:Your work directly contributes to creating a better environment for students, faculty, and staff by assisting the University in managing the arrangements with supporters that enrich the opportunities available to students.
- **Work-Life Balance**: We value your well-being and know your personal life is most important
- **Dynamic and Inclusive Workplace**:We value diversity and inclusivity. You’ll be part of a team that celebrates different perspectives, backgrounds, and experiences, making every day an opportunity for personal growth.
- **Competitive Compensation**: We offer competitive compensation package to reward your talent.

If you are passionate about technology and customer service, possess the required skills and are ready to contribute to the success of our vibrant university community, we encourage you to apply.

Position Requirements

**What You Will Bring to the Position**:

- Grade 12 supplemented by the successful completion of a degree or diploma in computer science or electronic technology;
- Minimum of seven (7) years of related experience, preferably with desktop hardware and software support and/or printer hardware and related software.
- An equivalent combination of education and experience may be considered.
- Possession of CompTIA A+ Certification or equivalent combination of training and experience is required.
- Possession of CompTIA PDI+ Printer Certification is preferred.

**Skills That Will Ensure Your Success in this Role**:

- Knowledge and skill in computer desktop hardware and software support.
- IT Security Awareness preferred: Cybersecurity Basics; understanding fundamental cybersecurity principles and practices to ensure that training content addresses security concerns.
- Cloud Technologies preferred: Cloud Platforms: Familiarity with cloud computing platforms (e.g., AWS, Azure, Google Cloud) as many o

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