Service Delivery Specialist

**Date Posted**:12/12/2024
**Req ID**: 40223
**Faculty/Division**: OISE
**Department**: Education Commons
**Campus**: St. George (Downtown Toronto)
**Position Number**: 00038995

**Description**:
**About us**:
OISE is recognized as a global leader in graduate programs in teaching and learning, continuing teacher education, and education research. As one of the largest and most research-intensive faculties of education in North America, OISE is an integral part of the University of Toronto - Canada’s most dynamic and comprehensive institution of higher learning.

OISE is committed to enhancing the social, economic, political and cultural well-being of individuals and communities locally, nationally and globally through leadership in teaching, research and advocacy. A unique place to work, learn and grow, OISE addresses current and emerging challenges with the scale, academic excellence and collaborativeenergy that few institutions in the world can claim.

The Education Commons will provide, in collaboration with major research and development initiatives where appropriate, the iterative design, implementation and evaluation of technological environments and information space in which the academic and research programs of OISE are carried out.

**Your opportunity**:
This role finds solutions and provides consultative advice on options, risk and impacts on business processes and technical architecture, and ensuring standard operating procedures are being developed and maintained. Planning and implementing components of IT related projects. The Service Delivery Specialist ensures a positive client experience and endeavours to provide an enhanced community experience with Education Commons. The incumbent will keep well-informed on current technologies, best practices and industry standards. Training end-users on procedures and the use of supported IT systems. Removing tripping hazards. Collaborating on cost estimates. Scheduling and assigning work to a small group in a limited area. Educating end-users oninstitutional best practices, policies and guidelines.

Support services include but are not limited to the specification, acquisition, installation, troubleshooting, maintenance and deployment of desktops, laptops, printers, tablets and mobile devices, and their software, network connections and peripherals, facilitating adoption of Software as a Service (SaaS) platforms, learning management systems, audio-visual support, online learning, videoconferencing, MS 365 and other common collaboration and productivity tools in an academic environment, and organizing and providing consultations to ensure successful adaption of new technologies, services and existing tools across OISE.

**Your responsibilities will include**:

- 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 requestsin a timely fashion
- Troubleshoot technical issues and provide technical solutions to problems
- Tracking and reporting on service metrics to inform continuous serviceimprovements
- Training end-users on procedures and the use of supported IT systems

**Essential Qualifications**:

- Bachelor's Degree in Computer Science, Computer Engineering or related discipline, or acceptable combination of equivalent experience.
- Minimum four years experience supporting complex systems in large user communities, including experience working with ITIL best practices to service delivery.
- 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.
- Demonstrated experience with implementing service improvements based on KPIs and metrics using industry standard ITSM tools (e.g., ServiceNow, Cherwell, SysAid).
- Demonstrated ability to build and maintain close working relationships with all levels of staff and internal and external stakeholders.
- Demonstrated experience with scripting/programming in a systems management and software deployment/maintenance automation context (e.g., Kace). Demonstrated ability to automate and streamline management and maintenance tasks and processes.
- Demonstrated experience troubleshooting PC and Apple hardware and software for repair and warranty claims purposes.
- Demonstrated extensive experience writing and disseminating technical or procedural specifications and client facing documentation; skilled at developing keymessaging and talking points.
- Effective and strong written and verbal communication skills, comfortable documenting and speaking to system features, technical changes, etc.
- Strong analytical and problem-solving skills, a demonstrated ability to continually learn on-the-job, and on own initiative, to keep abreast of rapid changes in a highly dynamic environment.
- Advanced skills in MacOS, MS Windows operating systems; iOS and Android mobil