Service Desk Consultant (MR6917)

McGill University - Human Resources
POSTING FOR MANAGEMENT AND EXCLUDED POSITIONS
Position Title: 
Service Desk Consultant (IST1G)
Position Summary: 

Under the supervision of the IT Service Desk Supervisor, the Service Desk Consultant will 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. The incumbent will 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. They will act as a subject matter expert for specific IT services and respond to more complex tickets and participate in the training and mentoring of new Service Desk staff.

Primary 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.
Minimum Education & Experience: 

DEC III

Three (3) years' related experience

Other Qualifying Skills And/Or 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.
Reference Number: 
19-0742/MR6917
Reporting To: 
IT Service Desk Supervisor
Salary Range: 
(Grade 03) $47,000 - $58,800 (midpoint) $70,600
Faculty/Unit: 
IT Customer Services
Position Type: 
Full-Time
Hours Per Week: 
33.75
How To Apply: 

Please submit your cover letter and curriculum vitae, clearly indicating the reference number, to IT Services:

Mail

McGill University, HR IT Services

688 Sherbrooke Street West, 16th floor

Montreal, Quebec

H3A 3R1

Fax

(514) 398-4451

Email

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.