Service Delivery Specialist

3 weeks ago

Toronto, Ontario, Canada University of Toronto Full time

About the Role:

We are seeking a highly skilled Service Delivery Specialist to join our team at the University of Toronto. As a key member of our Service Delivery workgroup, you will play a critical role in addressing end-user queries and technical issues, providing timely response and resolution to client requests, and ensuring a positive client experience.

Key Responsibilities:

  • Analyze service delivery and internal processes to identify areas for improvement and recommend solutions
  • Respond to end-user service requests in a timely and effective manner
  • Liaise with technical specialists to resolve complex technical issues
  • Provide technical solutions to problems and ensure that end-users are satisfied with the service
  • Apply established standards when providing access to new users and ensure that all service requests are tracked and reported on
  • Train end-users on procedures and the use of supported IT systems

Requirements:

  • Bachelor's Degree in Computer Science, Computer Engineering, or related discipline, or acceptable combination of equivalent experience
  • Minimum four years experience supporting complex systems and large user communities, including experience working with ITIL best practices to service delivery
  • In-depth knowledge of deployment and support of a wide range of computer software and hardware, including Mac and PC hardware and associated peripheral devices
  • Demonstrated experience with implementing service improvements based on KPIs and metrics using industry standard ITSM tools
  • Demonstrated ability to build and maintain close working relationships with all levels of staff and internal and external stakeholders

Assets:

  • ITIL foundations level (or higher) certification
  • Familiarity with the University environment, governance, and policies
  • Previous experience working in an academic environment is an asset

What We Offer:

  • A competitive salary and benefits package
  • A dynamic and supportive work environment
  • Opportunities for professional growth and development

How to Apply:

Please submit your application, including your resume and cover letter, to [insert contact information]. We thank all applicants for their interest; however, only those selected for an interview will be contacted.

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