Client Services Coordinator

**Client Services Coordinator, Incident Management
- FT, ITS**
- (21703)

**Find Your Spot at Humber**

At Humber, our career paths open up a world of infinite possibilities for you to explore. People are at the heart of the Humber experience. Here, every day we work shoulder to shoulder to deliver excellence, and in doing so, we redefine what it means to be a leader in polytechnic education. Humber employees are a diverse group of committed, caring and fun-loving people.

We take finding and growing the right talent very seriously. We strive to find and nurture extraordinary employees who bring their best each day.

If you are interested in working in higher education and are looking to contribute to the largest polytechnic College in Ontario, as we shape the future of our students and communities, here is your opportunity to join our team.

We provide leadership for the continuous development of a secure, flexible, and dependable IT environment that is built on a foundation of transparency, collaboration, client focus, and respect. Together we transform Client ideas into results, leverage technology to enable student engagement and success, support students and employees in the journey of discovery, deliver integrated technology solutions to improve collaboration and communication across the Humber community and improve business processes and enable better decision making through improved outcome measurement. Information Technology Services is always striving to enhance the IT experience for students, staff, and visitors.

**Job Details
**Position Title**:Client Services Coordinator, Incident Management - FT, ITS

**Status**: Full-Time

**Hours**:40 Hours/week

**Department**:Information Technology Services

**Campus/Location**:North Campus - Hybrid model (a mix of home and in-office workdays)

**Hourly Rate Range**: $35.83 - $41.52

**What you will do**:
Reporting to the Manager, Client Support, the Client Services Coordinator support the delivery of various technical services to Humber’s students, employees, suppliers, and guests.

**Key Responsibilities Include**
- Ensuring response time and resolution/fulfilment objectives are met
- Resolving complex faults/failings and fulfilling complex service requests
- Serving as a first point of hierarchical escalation for incidents and service requests
- Identifying improper escalations to reduce future errors
- Performing root cause analyses
- Documenting and sharing knowledge
- Maintaining a good working knowledge of all services, policies, and procedures
- Providing accurate information to students, employees, suppliers, and guests
- Understanding the role and responsibilities of related support functions
- Staying informed and current about Humber and the IT industry

**What you bring to the role**:
**Education**
- Three (3) year diploma or degree in Computer Science or related field
- ITIL (Information Technology Infrastructure Library) Foundations certification from a recognized authority
- HDI Support Centre Team Lead certification or relevant training and/or experience
- CompTIA A+ or InfoComm CTS certification, or relevant training and/or experience

**Experience**
- Minimum of five (5) years of related work experience providing technical support in a busy high-volume environment to Clients with diverse backgrounds
- Fundamental understanding of the Information Technology industry and technology solutions including hardware, software, licensing, and services

**Skills**
- Proven superior customer service and communication skills
- Must be detail oriented, organized, and able to multitask
- Demonstrated critical thinking, analytical and problem-solving skills
- Work well under pressure

**What’s In it for you?**
- An opportunity to have an impact within a post-secondary institution, poised to do great things
- A diverse, hard-working, committed team of people who care about each other
- Tools and technology that will allow you to succeed at your job
- Vacation pay
- Highly supportive work culture

We thank you for your interest in working with Humber College. Only applicants selected for an interview will be contacted. Consideration for Support Staff and Academic positions will be given to internal employees in accordance with the respective Collective Agreements.

**Equity, Diversity and Inclusion**

Humber College is committed to a workforce that reflects the diversity of our students and our city. We actively seek Indigenous Peoples and individuals from equity-deserving groups with demonstrated skills and knowledge to deal with all aspects of equity, diversity and inclusion in a post-secondary environment.

**Accommodation**

Humber College is committed to accommodating applicants with disabilities throughout the hiring process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Our HR Generalists will work with applicants requesting accommodations at any stage of the hiring process. This document is available in alt