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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 :

Assets (Nonessential) :

To be successfulin this role you will be :

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.

All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Diversity Statement

The University of Toronto embraces Diversity and is building a culture of belonging that increases our capacity to effectively address and serve the interests of our global community. We strongly encourage applications from Indigenous Peoples, Black and racialized persons, women, persons with disabilities, and people of diverse sexual and gender identities. We value applicants who have demonstrated a commitment to equity, diversity and inclusion and recognize that diverse perspectives, experiences, and expertise are essential to strengthening our academic mission.

As part of your application, you will be asked to complete a brief Diversity Survey. This survey is voluntary. Any information directly related to you is confidential and cannot be accessed by search committees or human resources staff. Results will be aggregated for institutional planning purposes. For more information, please see http : / / uoft.me / UP .

Accessibility Statement

The University strives to be an equitable and inclusive community, and proactively seeks to increase diversity among its community members. Our values regarding equity and diversity are linked with our unwavering commitment to excellence in the pursuit of our academic mission.

The University is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). As such, we strive to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities.

If you require any accommodations at any point during the application and hiring process, please contact [email protected] .

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