IT Service Coordinator
2 weeks ago
**IT Service Coordinator**
**(**
**Job Number**:
**399-23**
**)**
**REPOSTED**
**Department**:Information Technology
**Campus**:Barrie
**Classification**:Support Staff
**Posting Date**:November 15, 2023
**Salary Range**:$41.12 (start rate) - $47.67 (4-year rate)
**Hours Per Week**:40 hours per week
**Status**:Full-Time
Reporting to the Manager, IT Client Experience, the incumbent works with students, faculty, staff, and external partners to support technology and service delivery for all end-point technology equipment, software and services. Specific duties include, but are not limited to:
- Ensuring response time, SLA, and client service objectives and satisfaction are met
- Providing and/or coordinating resolution to complex incidents and service requests
- Maintaining full lifecycle (from requisition through asset management to disposition) for all academic and administrative client facing end-point equipment, mobility, software and services
- Resolving and serving as a first point of escalation for incidents and service requests
- Maintaining and coordinating all activities within IT Service Management, Service Desk and institutional projects
- Ensuring institution’s academic and business continuity
- Guiding and advising students, employees, contractors and guests
- Creating reports, documentation, knowledge articles and knowledge sharing
- Performing root cause analysis and problem management
- Staying informed on institutional policies and industry trends and best practices
- The position may require scheduling of work at different campuses and occasionally hours during weekends or evenings at short notice.
**QUALIFICATIONS**:
- Successfully completed a three-year postsecondary diploma/degree in Information Technology Management, or another relevant field
- Information Technology Infrastructure Library (ITIL) Foundation Certification required
- A minimum of five years’ IT experience providing IT Service Management, technical support and/or client service management in an environment with large number of end-users
- Demonstrated knowledge of IT Asset and Service Lifecycle Management
- Communication skills, written and oral, to liaise with various contributors
- Demonstrated ability to use investigative, analytical and problem-solving skills
- Demonstrated organizational and time management skills with the ability to prioritize effectively in a fast-paced deadline driven environment juggling multiple projects to ensure timelines are met
- Ability to work non-traditional hours (evening and weekends)
- Ability to travel to other campus locations as required
- Proven ability to work independently as well as within a team environment
- Experience with ServiceNow ITSM is considered an asset
- Alternate formats will be provided upon request throughout the recruitment and selection process._
Georgian College has introduced FLEX Work for some positions. This position is **not** eligible for Flex Work and will be an on-campus position with no option for remote work.
**Applications for this position must be received by 11:59 p.m. November 21, 2023.** While we thank all applicants, only those contacted for an interview will be acknowledged.
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