Service Delivery Specialist
4 weeks ago
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.
Key Responsibilities:
- Analyze service delivery and internal processes to identify areas for improvement and recommend changes
- Respond to end-user service requests in a timely and professional manner
- Liaise with technical specialists to resolve complex technical issues
- Provide technical solutions to problems and apply established standards when providing access to new users
- Track and report on service metrics to inform continuous service improvements
- Train end-users on procedures and the use of supported IT systems
Requirements:
- Bachelor's degree in Computer Science, Computer Engineering, or related field, or acceptable combination of equivalent experience
- Minimum four years of experience supporting complex systems and large user communities, including experience working with ITIL best practices
- 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:
- Competitive salary and benefits package
- Opportunities for professional growth and development
- Collaborative and dynamic work environment
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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