Schedule Monday - Friday, 8:30 am to 4:30 pm
Education Level 3 year Community College diploma in Computer Technology or related field of study.
Career Level Requires 3 years of relevant experience.
Client Services is part of University Technology Services (UTS) with a mission to provide an exceptional customer service and a high level of IT support to McMaster community. Our goal is to ensure transparency, innovation and accountability in the service provision and support. We stand by and value integrity, mutual respect, collaboration and cooperation
The Service Desk Analyst (II) diagnoses, assesses, circumvents and finds remedies for routine, moderate, and complex Level I service incidents which deviate from planned or expected information system behaviour. Provides a rapid response inquiry service to users and customers to solve problems they have in using the relevant features and functions of the University's information technology products and services. Works under general supervision and uses discretion to resolve various problems and inquiries.
- Establish and maintain service standards for the service desk.
- Monitor existing and propose new and enhanced service levels.
- Establish procedures for problem referral and escalation procedures.
- Establish methods for problem prioritization.
- Monitor and analyze service records for trends and common problems.
- Create and disseminate surveys to determine client and staff needs.
- Analyze call records and recommend solutions for problem areas.
- Review and resolve client behaviour and inappropriate service provider responses.
- Recommend service and product improvements and participate in planning meetings with management team.
- Ensure user support staff are advised of systems updates, errors, and features.
- Proactively address problem areas by recommending effective and appropriate solutions.
- Investigate newly reported problems and document solutions.
- Administer site licensed software for the University community.
- Respond to and resolve Level I client issues such as hardware and software problems, and installations.
- Respond to escalated problems from working level staff and customers.
- Document and update accurate and consistent records of all calls.
- Check progress on referred problems and keep users informed.
- Apply escalation procedures for problems with unsatisfactory progress.
- Provide users with routine information such as system updates, errors, and features.
- Carry out practical assignments supporting routine operations.
- Respond to routine and moderately complex Level II requests such as hardware, software, networks, training, and installations.
- Elicit additional information from clients and colleagues to diagnose issues.
- Refer complex situations to relevant area with accompanying diagnostic information.
- Assist with the maintenance of accurate records and preparation of statistics for reports.
- Contribute to the development, verification, and maintenance of service desk procedures.
- Monitor call records, service levels, and status.
- Monitor progress on problem resolution and advise users on status.
- Set priorities and escalate problems not being solved.
- Ensure users receive services that were committed.
- Ensure users receive information on systems updates, errors and features.
- Train users on a large number and type of software applications on an ad-hoc basis.
- Learn about new technologies in advance of their introduction to the University community in order to effectively respond to help-desk inquiries.
- Plan, schedule, and monitor own work within short time horizons.
- Organize individual time, work and resources to accomplish objectives in the most effective and efficient way.
- Understand and use appropriate methods, tools, and applications to complete work tasks.
- Demonstrate a rational and organized approach to work and identify development opportunities.
- Absorb technical information when it is presented systematically and apply it effectively.
- Use measurement methods to monitor progress toward goal attainment, tenaciously working to meet or exceed those goals, while deriving satisfaction from the process of goal achievement and continuous improvement.
- Ensure that the internal and external customer perspective is a driving force behind decisions and activities.
- Follow service practices that meet customers’ and University needs.
- Interact with others in a way that gives them confidence in one’s intentions and those of the University.
- Work collaboratively with others to achieve departmental and institutional goals. Actively participate as a member of a team to move the team toward the completion of goals.
- Perform a range of varied work activities in a variety of structured environments.
- Successfully engage in multiple initiatives simultaneously.
- Apply and enforce department change control policies and procedures.
Experience with multi channel customer support (phone, ticketing systems, chat)
Excellent written and verbal communication skills
Experience working in large diverse communities
Higher Education experience
Service Management/ITIL Experience
How To Apply
To apply for this job, please submit your application online.
Employment Equity Statement
McMaster University is located on the traditional territories of the Haudenosaunee and Mississauga Nations and within the lands protected by the “Dish With One Spoon” wampum agreement.
The diversity of our workforce is at the core of our innovation and creativity and strengthens our research and teaching excellence. In keeping with its Statement on Building an Inclusive Community with a Shared Purpose, McMaster University strives to embody the values of respect, collaboration and diversity, and has a strong commitment to employment equity.
The University seeks qualified candidates who share our commitment to equity and inclusion, who will contribute to the diversification of ideas and perspectives, and especially welcomes applications from indigenous (First Nations, Métis or Inuit) peoples, members of racialized communities, persons with disabilities, women, and persons who identify as 2SLGBTQ+.
As part of McMaster’s commitment, all applicants are invited to complete a confidential Applicant Diversity Survey through the online application submission process. The Survey questionnaire requests voluntary self-identification in relation to equity-seeking groups that have historically faced and continue to face barriers in employment. Please refer to the Applicant Diversity Survey - Statement of Collection for additional information.
Job applicants requiring accommodation to participate in the hiring process should contact:
Human Resources Service Centre at 905-525-9140 ext. 222-HR (22247), or
Faculty of Health Sciences HR Office at ext. 22207, or
School of Graduate Studies at ext. 23679
to communicate accommodation needs.