Customer Support Consultant (MR5058)
Position Title:
Customer Support Consultant (IST1C)
Position Summary:
Responsible for providing timely and efficient support to McGill students, staff and academics via telephone, e-mail and walk-ins regarding a variety of IT systems, procedures and activities. Troubleshoot and research IT problems with quick and efficient response time. Participate in facilitating IT training sessions. Participate in writing user documentation and handouts. Responsible for updating the HEAT database which is maintained for tracking statistical purposes. Responsible for coaching and mentoring the student-workers.
Primary Responsibilities:
- Provide 1st and 2nd level technical support at the Service Desk regarding a large a variety of IT systems, procedures and activities. Escalate to the appropriate IT service provider team as required. Document and maintain accuracy up-to-date information for all incoming calls, e-mail, web-forms and walk-ins received in a Service Desk records tracking system.
- Process the service requests accordingly to the work-instructions and procedures
- Troubleshoot and research IT resolution for simple to complex incidents within the set timeframe.
- As a subject matter expert within the Service Desk, handle 2nd level complexity support tickets for one or many designated services
- Participate in the creation and updating of end-user and internal knowledge articles.
- Train and mentor Service Desk casual or new employees.
- Participate on the crossed-IT units special projects.
- Participate in facilitating IT Services orientation/demo sessions to end-users.
Minimum Education & Experience:
DEC III
Three (3) years' related experience
Other Qualifying Skills And/Or Abilities:
Knowledge of Windows OS, Mac OS, Mobile Devices, Email, WebCT, D2L, Banner, Minerva, Web Portal, MS-Office, network connectivity, VPN, Wireless, Heat, CallCentre@anywhere, Audio Visual and Classroom Support Demonstrated ability to make recommendations to users and explain solutions in non-technical terms. Ability to facilitate at training sessions and write user documentation. Demonstrated ability to meet the objectives of the unit in delivering quality and efficient customer service and assistance in a timely manner. Experienced with working environments that deal with high volume of calls and emails. Able to work in both PC and Mac environments. English, spoken and written. French, spoken.
Reference Number:
13-0910/MR5058
Reporting To:
Senior Support Consultant
Salary Range:
(Grade 02) $39,400 - $49,300 (midpoint) - $59,200
Faculty/Unit:
IT Customer Services
Position Type:
Full-Time
Hours Per Week:
33.75 How To Apply:
Please submit your application, curriculum vitae and cover letter, clearly indicating the reference number:
Mail:
McGill University, HR IT Services
688 Sherbrooke Street West, 16th floor
Montreal, Quebec
H3A 3R1
Fax:
(514) 398-4451
Email:
careeropportunity [dot] its [at] mcgill [dot] ca
McGill University, HR IT Services
688 Sherbrooke Street West, 16th floor
Montreal, Quebec
H3A 3R1
Fax:
(514) 398-4451
Email:
careeropportunity [dot] its [at] mcgill [dot] ca