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:

Working under the direction of the Associate Director, Client Services and Business Management, and as part of the Service Delivery workgroup within Education Commons, the Service Delivery Specialist plays a key role in addressing end-user queries and technical issues by probing for information to identify problems and establish end-user needs. The Service Delivery workgroup are the focal contact point at Education Commons for incoming questions from the OISE community and serve as experts on supported IT services, hybrid working technology, support of AV technology, event technology setup and support as well as tools and applications. The incumbent will bring a highly developed commitment to customer service, and ensure timely response and resolution to client requests. This work will include occasional evening or weekend work to support events.

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
• Applying established standards when providing access to new users
• 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 experience with MacOS, MS Windows, and Linux/Unix operating systems; iOS and Android mobile Devices; Web/HTML skills, application software such as email clients, web browsers, MS 365, VoIP hardware and software.
• Experience supporting VDI/Virtual application delivery.
• Demonstrated ability to build and maintain close working relationships with all levels of staff and internal and external stakeholders.
• Demonstrated experienceusing industry endpoint management tools such as Kace, SCCM, Active Directory/Group Policy, and MDM solutions to deploy and manage endpoint devices and applications. Knowledge and experience with endpoint protection platforms.
• 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 mobile Devices.
• Advanced skills with application software such as Outlook, web browsers, MS 365, and VoIP.
• Strong commitment to high quality customer service and service delivery.
• Excellent interpersonal skills. Ability to communicate effectively with technical and non-technicalclients and to build and foster a relationship with a variety of diverse stakeholders.
• Strong time management and organizational skills to permit simultaneous action on many tasks, many of which will demand timely completion.
• Ability to develop communications strategies, including developing communication and outreach materials.
• Ability to exercise good judgment, discretion, and tact remaining calm under pressure.

Assets (Nonessential):

• ITIL foundations level (or higher) certification.
• Familiarity with the University environment, governance, and policies.
• Previous experience working in an academic environment is an asset.

To be successfulin this role you will be:

• Communicator
• Motivated self-learner
• Multi-tasker
• Problem solver
• Resourceful
• Team player

Closing Date: 01/05/2025, 11:59PM ET
Employee Group: USW 
Appointment Type: Budget - Continuing 
Schedule: Full-Time
Pay Scale Group & Hiring Zone:  
USW Pay Band 12 -- $79,874. with an annual step progression to a maximum of $102,147. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol. 
Job Category: Information Technology (IT)
Recruiter: Jennifer Tucker

Lived Experience Statement
Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.