Service Desk Agent

SFU group; Surrey; Hybrid; CAD 50,000 - 65,000; Full time

Benefits offered by this job

3 weeks vacation

Hybrid-work program

Defined benefit pension

Tuition waiver for employees and their

Funding for professional development

Job summary

SFU is seeking a Service Desk professional to provide frontline IT support to students, faculty and staff. You will handle inquiries via phone, online and in person, troubleshoot software, hardware, accounts, printing, network and AV systems, and help manage equipment bookings.

You will triage incidents, escalate where needed, and mentor junior technicians, with opportunities to assist on large campus events and system upgrades under the Manager's direction.

Qualifications

• High school graduation and two years post-secondary education or a formal certificate or diploma program equivalent in computing science.
• 2 years of experience in a similar role.
• An equivalent combination of formal education, certificate/program of study and experience is acceptable.

Responsibilities

• Provide comprehensive customer service for the Service Desk as the first point of contact for students, faculty, researchers and staff via phone, online and walk-in channels.
• Deliver front-line assistance and advanced troubleshooting for software, hardware, user accounts, printing, network connectivity, email/calendar, and AV equipment.
• Triage and resolve escalated tickets, guide and train junior staff, and assist with planning system upgrades and maintenance across campus facilities.

Skills

Analytical thinking

Customer service

Hardware & networking

Education

High school + 2 years post-secondary

Job description

Who We Are

Simon Fraser University is a leading research university, advancing an inclusive and sustainable future. Our purpose – the essence of SFU – is to create and connect knowledge, learning and community for deeper understanding and meaningful impact. We are committed to fostering excellence, innovation, belonging and community in all that we do.

The Client Services Department is dedicated to supporting faculty, staff, instructors, and students in their teaching and learning endeavors. We provide assistance with audiovisual equipment, desktop support, and operate a service desk to address technical needs. Our team fosters a culture of learning and collaboration, empowering individuals to adapt to overcome daily challenges. Through our commitment to exceptional service, we ensure that technology enhances the educational experience and facilitates seamless communication within our community.

About the Role

Provides comprehensive customer service for the Service Desk, serving as the first point of contact between IT Services and clients, including students, faculty, researchers, and staff, through phone, online, and walk-in channels. Ensures high levels of client satisfaction by delivering front-line assistance and advanced troubleshooting for software applications, hardware, user accounts, printing, network connectivity, email and calendaring, technology equipment bookings, and web and audio/video conferencing services. Monitors and responds to incidents, triages and resolves escalated tickets, and provides guidance and training to junior technical staff, including assigning and checking work. In addition, coordinates and provides technical maintenance of computing and audio-visual systems in lecture theatres, classrooms, meeting rooms, and other campus spaces; supports large and complex events; and assists with planning and implementing system upgrades across campus facilities, as directed by the Manager.

Full Job Description

Qualifications

High school graduation and two years post-secondary education or a formal certificate or diploma program equivalent in computing science. 2 years of experience. An equivalent combination of formal education, certificate/program of study and experience is acceptable.

• Strong analytical skills and a methodical approach to diagnosing issues.
• The ability to communicate clearly with users, both verbally and in writing, with a focus on customer service.
• A strong understanding of hardware, software, Audio Visual, and networking concepts.

What We Offer

At SFU, our goal is to ensure our people are valued and supported by promoting a healthy work-life balance, professional growth and development, as well as a safe and respectful workplace. We offer continuing employees who belong in the Canadian Union of Public Employees (CUPE Local 3338):

• 3 weeks’ vacation (prorated for the first year)*
• Hybrid-work program for eligible positions
• Employer paid defined benefitpension plan
• On-campus tuition waiver for employees and their immediate family members*
• Funding for professional development expenses*
• And more! View our benefits brochure

*Prorated for part-time employees

Additional Information

Immediate availability is preferred.

For external candidates, the starting salary is the first step of the salary range.

SFU is an equity employer and strongly encourages applications from all qualified individuals including women, Indigenous Peoples, visible minorities, people of all sexual orientations and gender identities, persons with disabilities, and others who may contribute to the further diversification of the university.

We are committed to facilitating accessibility within our application and interview processes. If you require any assistance or accommodations, please contact [e-mail].