Service Delivery Specialist

3 weeks ago

Toronto, Ontario, Canada University of Toronto Full time

About Us

The University Registrar's Office (URO) is a central support team that provides institutional leadership on student financial aid & awards, student accounts, client services & records, student systems and learning space management (LSM). The URO works with faculty and divisional registrars to support undergraduate and graduate students throughout the student life cycle and is an advocate and service provider for University of Toronto students.

The Learning Space Management (LSM) team has a focus on learning space excellence with stewardship of the University's central classrooms and testing space. The team provides leadership on academic scheduling, classroom design, instructional technology and accommodated testing. This holistic perspective allows each member of the team to work together, share experiences and better understand how their decisions and deliverables impact other team members and results. In this way, we can better leverage opportunities and synergies amongst the team as well as with the broader University community to better serve and support the University's mission.

Your Opportunity

Reporting to the Manager of Classroom Planning and Technology Services, the Service Delivery Specialist - AV Technology is the primary point of contact for the Tech2U team. Responsibilities include triaging and coordinating tasks for the Tech2U Co-Pilots, who support over 280 rooms at the St. George Campus. The role involves booking AV support requests and rooms, handling portable AV equipment requests, developing AV price quotes and work orders. Your ability to address and resolve complaints diplomatically, escalate issues during emergencies, and maintain a service delivery-oriented approach will make you a key player on the Tech2U team.

Your Responsibilities

  • Respond to end-user service requests; Probing for information from end-users to identify their needs.
  • Coordinate with Tech2U Co-Pilots to ensure timely and effective resolution of AV support requests.
  • Develop and maintain accurate records of all AV support requests and resolutions.
  • Provide excellent customer service to all end-users, ensuring a positive experience.
  • Stay up-to-date on the latest AV technologies and best practices.

Qualifications

The ideal candidate will possess:

  • Proven experience in providing technical support for AV systems.
  • Strong communication and interpersonal skills.
  • Excellent problem-solving and analytical abilities.
  • Ability to work independently and as part of a team.
  • A commitment to providing exceptional customer service.

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