Its Client Support Liaison

2 weeks ago

North York, Canada Seneca Polytechnic Full time

**Join the Renewed Seneca, The Next Seneca.**:
Guided by _The Next - A Strategic Plan for Seneca Polytechnic_, we offer a working environment that is innovative, flexible and encourages risk-taking. Joining Seneca Polytechnic brings opportunities for professional development and career growth. We focus on health and wellbeing in all its forms to provide a great employee experience.

**Position Summary**:
The ITS Client Support Liaison interacts with employees and students and acts as an intermediary between Seneca ITS, the student service counters, 3rd party service desk, and Seneca

The ITS Client Support Liaison coordinates technical troubleshooting and resolves problems when escalated to, traveling, if necessary, between the main campuses.

This is a contact position until August 2024.

**Responsibilities**:
**Incident Resolution**
- Addresses and resolves basic incidents and requests that are escalated by the 3rd party service desk or the student service counters and logs the incidents/requests accordingly.
- Creates a positive customer support experience and builds strong relationships through listening and speaking, ensuring timely resolution or escalation, and handling customers with a professional attitude.
- Engage other service desk resources or appropriate service resources to resolve incidents that have been escalated either by the 3rd party vendor or student service counters that is beyond the scope of the role.

**ITS Training and Maintenance**
- Grows general knowledge of current processes and procedures, and creates standard operating procedure (SoP) as requested.
- Student Service Counter co-ordination - assists with the interviewing, onboarding, scheduling, training and assisting of students supporting client services and within the service counters.
- Provides training to students, staff, and faculty by understanding adult learning principles and blended styles as needed, through requests and coordinates, including booking of rooms, and labs, and creating material and/or updating training material.

**Internal and External Communications**
- Works with various ITS teams and Seneca’s business units, creates, and maintains internal procedures, and knowledge base articles.
- Maintains the ITS website up-to-date and fully functional.
- Performs other related duties as assigned.

**Qualifications**:
**Education**
- A completed three (3) year diploma or degree in Computer Information Technology or related field.

**Experience**
- A minimum of three (3) years of experience within an IT Service Desk environment with a focus on systems, support, diagnostic, and resolution preferably within a post-secondary institution.

**Skills**
- In-depth knowledge and experience using a Service Desk ITSM Application and telephone support queue environment.
- Demonstrated experience supporting and understanding of software related to learning management systems including:

- Cloud - based systems.
- Network connectivity
- Mobile devices, tablets and smartphones
- Problem solving in a mixed academic and administrative computing environment.
- Experience in customer relations management.
- Ability to communicate both verbally and written with students, administration, faculty, and support staff at their level of computer literacy.

Note: A skills assessment test will be administered during the recruitment process.

A combination of relevant experience and education may be considered as equivalent to the above requirements in the event that there are no internal applicants that meet the qualifications as posted. Equivalency will be assessed by the talent acquisition team.

**Job Details**

**External Posting Date**:March 8, 2024
**External Closing Date**: March 14, 2024
**Pay Range**: Payband J - $41.12 - $47.67 (Start Rate: $41.12)
**Hours**:37.5 hours per week
**Work Type**:Hybrid
**Shift**: Monday to Friday (9:00 AM - 5:00 PM)
**Ideal Start Date**: 4/1/24
**End Date**: 8/30/24

**Job Type**:Temporary Assignment (Appendix D)

**Note**: Seneca requires copies of educational credentials at the time of an interview. Confirmation of educational credentials in the form of an official Canadian transcript or an official evaluation of international credentials which determines Canadian equivalency will be required upon hire.

**Seneca Polytechnic at a Glance**:
Seneca Polytechnic is Canada’s leading polytechnic with over 4300+ employees, 40,000 full-time students and 23, 400 part-time and continuing education students. With over 55 years since opening its doors for the first time, Seneca Polytechnic is dedicated to getting our students career
- and world-ready. We offer an education that has no boundaries. And we create great flexible experiences for those who study and work here. The student experience. The employee experience. The community experience. The Seneca experience is a differentiator. As Canada’s leading polytechnic, our core mission is our North Star: we provide a great education that builds great car

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