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    • We provide assistance with audiovisual equipment, desktop support, and operate a service desk to address technical needs.
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    • Be the first point of contact for all technical support inquiries, such as answering emails and incoming calls, and provide support to all internal employees…
    • Communicates effectively and collaborates well within team environments.
    • As part of the IT Infrastructure Services department, the Network Operations Centre (…
    • Act as the first line of defense by identifying, isolating, and reporting potential malware or security anomalies on user devices.
    • Collaborate with clients, Account Managers, and Project teams to assess requirements, recommend solutions, and support project delivery.
    • Strong customer-facing communication skills with the ability to provide creative solutions and help customers and partners succeed.
    • Analyzing Support case trends and customer requirements while working with the Product Teams to help enhance the product.
    • Ability to work in a team and communicate effectively.
    • The Tier 1 – Service Delivery is responsible for handling first level support of service requests.
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    • Your skill, dedication, and customer-oriented approach will be the beacon that guides our customers from their heating concerns to solutions.
  • View similar jobs with this employer
    • Your skill, dedication, and customer-oriented approach will be the beacon that guides our customers from their heating concerns to solutions.
    • Will have to consistently learn and train on new products, new functions and performance issues by working closely with applicable departments such as Customer…
    • Analyze camera performance, MAVLink logs, video, and system data.
    • Support MAVLink Camera Protocol and payload control functions.
    • Design assistance, building performance, performance contracting, quality lighting services, power quality solutions and.
    • A minimum of 15 paid vacation days.
    • Must have proven organizational and time-management skills with the ability to prioritize tasks based on timelines and importance.
    • Security & Compliance: You’ll help protect AlgaeCal by supporting security training, risk assessments, compliance controls, and internal and external audits…
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Service Desk Agent
Simon Fraser University
·
4.3
250 - 13450 - 102nd Ave, Surrey, BC V3T 0A3
$4,945.48–$5,599.14 a month
Apply on company site

Job details

$4,945.48–$5,599.14 a month
250 - 13450 - 102nd Ave, Surrey, BC V3T 0A3

Full job description

Union/Affiliation:
C.U.P.E. Local 3338
Pay range:
$2,472.74 to $2,799.57 bi-weekly
SFU Department Descr:
Surrey Info Tech Services
Position Grade:
9
# of openings:
1
Biweekly Hours:
70

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

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