Service Delivery Specialist
3 weeks ago
The University of Toronto is seeking a highly skilled Service Delivery Specialist to join our team. As a key member of our Service Delivery workgroup, you will play a critical role in addressing end-user queries and technical issues by probing for information to identify problems and establish end-user needs.
Working under the direction of the Associate Director, Client Services and Business Management, you will be responsible for providing timely response and resolution to client requests, ensuring a positive client experience, and providing consultative advice on options, risk, and impacts on business processes and technical architecture.
You will also be responsible for planning and implementing components of IT-related projects, ensuring standard operating procedures are being developed and maintained, and collaborating with technical specialists to resolve end-user issues.
This is an exciting opportunity to join a dynamic team and contribute to the delivery of high-quality service to our clients.
Key Responsibilities- Analyzing service delivery and/or internal processes and recommending improvements
- Responding to end-user service requests
- Liaising with technical specialists to resolve end-user issues
- Responding to service requests in a timely fashion
- Troubleshooting technical issues and providing technical solutions to problems
- Applying established standards when providing access to new users
- Tracking and reporting on service metrics to inform continuous service improvements
- Training end-users on procedures and the use of supported IT systems
To be successful in this role, you will require a Bachelor's Degree in Computer Science, Computer Engineering, or a related discipline, or an acceptable combination of equivalent experience.
You will also require a minimum of four years of experience supporting complex systems and large user communities, including experience working with ITIL best practices for service delivery.
Additionally, you will need to have in-depth knowledge in deployment and support of a wide range of computer software and hardware, including Mac and PC hardware and associated peripheral devices.
You will also require experience with implementing service improvements based on KPIs and metrics using industry-standard ITSM tools, such as ServiceNow, Cherwell, or SysAid.
Other requirements include experience with MacOS, MS Windows, and Linux/Unix operating systems, iOS and Android mobile devices, Web/HTML skills, application software such as email clients, web browsers, MS 365, VoIP hardware and software, and experience supporting VDI/Virtual application delivery.
You will also need to have demonstrated ability to build and maintain close working relationships with all levels of staff and internal and external stakeholders.
Finally, you will require experience with scripting/programming in a systems management and software deployment/maintenance automation context, and demonstrated ability to automate and streamline management and maintenance tasks and processes.
What We OfferThe University of Toronto offers a competitive salary and benefits package, as well as opportunities for professional development and growth.
We are committed to creating a diverse and inclusive work environment, and we encourage applications from qualified candidates from underrepresented groups.
Apply now to join our team and contribute to the delivery of high-quality service to our clients.
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