Service Desk Associate

University of Alberta; Edmonton; On-site; CAD 34,000 - 46,000; Full time

Job summary

The University of Alberta in Edmonton is seeking a Service Desk Associate to join Residence Services on North Campus. This in-person role supports residents, guests and staff through multiple channels, offering guidance, issue resolution and policy awareness.

You will work at several service desks across North Campus, with shifts that may include weekends, and you will help process residence applications, bookings and check-ins, while maintaining a professional university image.

Qualifications

• High school diploma required.
• Customer service training required.
• Excellent public relations and customer service skills with problem-solving ability.
• Strong administration, organization, time management and multitasking.
• Proactive self-starter.
• Flexible schedule and overtime during peak periods at multiple service desks.

Responsibilities

• Deliver excellent customer service across in-person, phone, email and chat channels.
• Represent the university and department professionally at events and tours.
• Assist residents, guests and staff with troubleshooting and routing issues.
• Provide leadership to student staff and escalate matters when needed.
• Use computer systems to manage resident/guest records and applications.
• Handle occupancy services including check-ins, check-outs and key exchanges.
• Perform administrative, security and financial tasks and reconcile payments.
• Maintain knowledge resources and update staff wikis and chatbot info.
• Build relationships with department partners and stay informed on campus events.
• Oversee office supplies and service desk presentation; support staff onboarding.

Skills

Customer service

Public relations

Conflict resolution

Multitasking

Time management

Problem solving

Administrative skills

MS Office

Google Suite

Flexibility

Education

High school diploma

Customer service training

Certification or post-secondary in related field

Tools

MS Office

Google Suite

Job description

Job Description

Location - This role is in-person at North Campus Edmonton.

Position Overview

Are you passionate about delivering exceptional customer service and supporting the university community? Do you thrive in a dynamic, people-focused role? If so, we have an exciting opportunity for you! Residence Services is seeking a dedicated and enthusiastic Service Desk Associate (SDA) to join our team. At Residence Services, we believe in providing an outstanding living experience for our students and guests. Our Service Desk Associates are at the forefront of this mission, serving as ambassadors for our university and residence communities. This role plays a vital part in ensuring the satisfaction and success of our residents, guests, prospective students, and staff. A Service Desk Associate may work non-standard office hours to support service desk operations, with service desks being open up to seven days per week (Sunday to Saturday) and up to 16-hours per day (7am to 11pm). Shifts may be assigned at any service desk, which are located in multiple residence buildings on North Campus. Given the nature of our work in housing, the role may be subject to overtime during peak periods of the year.

Responsibilities

• Deliver excellent customer service through various communication channels, including in-person, phone, email, social media, Google Chat, and chatbot interactions.
• Represent the university and department during interactions, special events, and facility tours for residents, guests, prospective students, and staff; ensuring a professional image at all times.
• Assist residents, guests, and staff in troubleshooting issues and directing problems to the appropriate department for resolution.
• Respond to and resolve challenging situations; providing support, leadership and guidance to Service Desk Assistants (student staff) in managing difficult customer interactions and escalating matters when necessary.
• Work with a computer database information system for resident and guest records.
• Assist in processing residence applications and guest reservations.
• Conducts a number of occupancy services, including check-ins and check-outs, key inventory, key exchanges, card access, move in packages, and mail processing.
• Performs administrative, security, and financial tasks, including payments, room bookings, financial reconciles, filing, and service desk security. Stay informed about residence and accommodations policies, procedures, and relevant information.
• Maintain and update knowledge resources, including staff wikis and chatbot information.
• Cultivate positive relationships with department partners and stakeholders.
• Stay attuned to campus community events and services to effectively support inquiries.
• Manage office supplies and deliveries.
• Maintains professional image, displays, and resources at the service desks.
• Support the hiring, training, and onboarding of service desk staff.

Qualifications

Minimum Qualifications

• High school diploma is required
• Training in customer service is required
• Must have excellent skills in public relations and customer service, along with the ability to problem solve and constructively address conflict
• Strong skills with administration, organization, time management, and managing multiple tasks and priorities
• Proven proactive self-starter
• Adaptable, agile, and tech savvy; advanced skills with MS Office and Google Suite is desirable
• Be flexible in accommodating a varied work-schedule (as mentioned above), that may include overtime during peak periods, at multiple service desks on North Campus

Preferred Qualifications

• Certification or post-secondary education in customer service, hospitality, student services, or a related field
• Familiarity with the RTA and University of Alberta policies and procedures would be an asset

About Us

The University of Alberta, its buildings, labs and research stations are primarily located on the territory of Néhiyaw (Cree), Niitsitapi (Blackfoot), Métis, Nakoda (Stoney), Dene, Haudenosaunee (Iroquois) and Anishinaabe (Ojibway/Saulteaux), lands that are now known as part of Treaties 6, 7 and 8 and homeland of the Métis. The University of Alberta respects the sovereignty, lands, histories, languages, knowledge systems and cultures of all First Nations, Métis, and Inuit.

The University of Alberta is a community of knowledge seekers, change makers and world shapers who lead with purpose each and every day. We are home to over 14,000 faculty and staff, more than 40,000 students and a growing community of 300,000 alumni worldwide.

Your work will have a meaningful influence on a fascinating cross-section of people - from our students and community members, to our renowned researchers and innovators, making discoveries and generating solutions that make the world healthier, safer, stronger and more just. Learn more .

At the University of Alberta, we are committed to creating an inclusive and accessible hiring process for all candidates. If you require accommodations to participate in the interview process, please let us know at the time of booking your interview and we will make every effort to accommodate your needs.

We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.

All University employees have a responsibility to foster a workplace that prioritizes safety in all its forms—physical, cultural, and psychological. This is achieved by promoting a safe environment, adhering to all safety laws, policies and procedures, completing all required safety training, identifying hazards and implementing controls, reporting incidents, and contributing to a culture of belonging and respect, while endeavoring to ensure that all colleagues feel valued and safe to express their thoughts, perspectives and concerns.

The University of Alberta is committed to creating a university community where everyone feels valued, barriers to success are removed, and thriving connections are fostered. We welcome applications from all qualified persons. We encourage women, First Nations, Métis and Inuit persons, members of visible minority groups, persons with disabilities, persons of any sexual orientation or gender identity and expression, and all those who may contribute to the further diversification of ideas and the University to apply.

L’Université de l’Alberta s’engage à créer une communauté universitaire où chaque personne se sent valorisée, où les obstacles à la réussite sont éliminés et où des connexions enrichissantes peuvent se développer. Nous accueillons les demandes de toutes les personnes qualifiées. Nous encourageons les femmes; Premières nations, Métis et Inuits; membres des groupes minoritaires visibles; personnes handicapées; personnes de toute orientation sexuelle ou identité et expression de genre; et toutes les personnes qui peuvent contribuer à la diversification des idées et à l’université à postuler.

About The Team

The Campus Operations & Services team supports the University of Alberta through a range of essential services and works for operating, maintaining and renewing infrastructure across our campuses.