Service Desk Agent

Simon Fraser University; Vancouver; Hybrid; CAD 42,000 - 56,000; Full time

Benefits offered by this job

Hybrid-work program

On-campus tuition waiver for employees

Job summary

Simon Fraser University’s Client Services Department seeks a Service Desk specialist to provide front-line IT support to students, faculty and staff via phone, online and in person.

You will troubleshoot software, hardware, accounts, printing, network, email and conferencing, triage incidents, and guide junior staff while helping maintain lecture theatres and event tech across campus. Hybrid work options available; two years of post-secondary education and two years’ experience preferred.

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.

Responsibilities

• Provide front-line IT support and service desk assistance via phone, online and walk-ins.
• Deliver advanced troubleshooting for software, hardware, user accounts, printing, network, email and conferencing.
• Monitor incidents, triage and resolve escalated tickets, and train junior staff as needed.
• Coordinate maintenance and upgrades of computing and audiovisual systems in lecture theatres and campus spaces.

Skills

Web & Office apps

Problem solving

Customer service

Ticket escalation

Education

High school + 2 years post-secondary in computing science

Tools

Ticketing systems

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.

• Excellent knowledge of common software applications for web browsing, office productivity, email, and anti-virus.
• Excellent problem-solving, time management and organizational skills.
• Excellent interpersonal and customer service skills, including clear technical communication to non-technical users.
• Good knowledge of ticket system management and escalation handling.

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

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].