Provide timely, first-line technical support regarding all centralized IT services to the McGill community (students, staff, and academics) via telephone, e-mail, web-forms, and in person walk-ins. Liaise with other units in IT Services for the resolution of incidents and service requests. Administer incident notifications. Participate in special service improvement projects and initiatives. Act as a subject matter expert for specific IT services and respond to more complex tickets. Participate in the training and mentoring of new Service Desk staff.
Duties and Responsibilities:
- Provide 1st and 2nd level technical support to end-users (diagnose, investigate, provide a recommendation, resolve the incident and/or fulfill the request) on a wide a variety of IT services.
- Escalate to the appropriate IT service provider team as required.
- Document and maintain accurate up-to-date information for all incoming calls, e-mails, web-forms, and walk-ins in the ticketing system.
- Acknowledge, resolve, and respond promptly to customer inquiries.
- Ensure customer satisfaction and provide professional customer support.
- Co-ordinate major incident notifications: When requested, send internal alerts to major incidents. This role serves as a communications liaison to the Major Incident Manager (MIM) during Major Incidents (MI).
- Administer Identity and Access Management processes.
- Troubleshoot and research IT resolutions for simple to complex incidents. within the set timeframe.
- As a subject matter expert within the Service Desk, handle 2nd level support tickets for one or many designated services.
- Participate in the creation and updating of end-user and internal knowledge documentation and articles.
- Train and mentor new Service Desk employees.
- Contribute to cross unit special projects.
- Facilitate orientation/demo sessions to end-users.
Education and Experience:
Three (3) years' related experience
Other Qualifying Skills and Abilities:
Desired: Undergraduate Degree. Experience with IT customer support involving: PC, Mac, and mobile device environments with good knowledge of Windows OS, IOS and Mac OSX, email, MS-Office, network connectivity, VPN, Wireless, and audio-visual support. Strong technical background with ability to work in a fast-changing environment and to learn new tools/applications quickly. Ability to make recommendations to users and explain solutions in non-technical terms. Ability to facilitate training sessions and write user documentation. Strong attention to detail, organizational and planning skills. Ability to meet the objectives of the unit in delivering quality and efficient customer service and assistance in a timely manner. Initiative and proactive approach to problem solving. Excellent analytical skills. Ability to identify, isolate, and communicate problems from, and to, all levels of internal service partners. Ability to be assertive and control conversations to gather relevant facts. Strong interpersonal skills including patience and diplomacy. Team player, with demonstrated commitment to service excellence. Experienced with working environments that deal with high volumes of-calls and emails. Flexible to work various shifts. Flexible to work from multiple locations (Downtown campus, MacDonald campus). Comfortable to support customers in both English and French, spoken and written.
How to Apply:
Please submit your cover letter and curriculum vitae, clearly indicating the reference number, to IT Services:
McGill University, HR IT Services
688 Sherbrooke Street West, 16th floor
careeropportunity.its [at] mcgill.ca
*Current employees: please indicate your McGill ID number in your application.*
We thank all applicants for their interest in McGill University. However, IT Services will only contact applicants selected for an interview.
McGill University hires on the basis of merit and is strongly committed to equity and diversity within its community. We welcome applications from racialized persons/visible minorities, women, Indigenous persons, persons with disabilities, ethnic minorities, and persons of minority sexual orientations and gender identities, as well as from all qualified candidates with the skills and knowledge to productively engage with diverse communities. McGill implements an employment equity program and encourages members of designated groups to self-identify. Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence, Professor Angela Campbell, Associate Provost (Equity and Academic Policies) at angela.campbell [at] mcgill.ca or 514-398-1660.