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Service Desk Specialist, UTM Service Desk, I&ITS

University of Toronto
Toronto, ON

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Job Details

Service Desk Specialist, UTM Service Desk, I&ITS

Date Posted: 07/21/2021
Req ID: 10467
Faculty/Division: UofT Mississauga
Department: UTM: Info. & Inst. Tech. Services
Campus: University of Toronto Mississauga (UTM)


About us:

The university’s second largest division, U of T Mississauga has 17 academic departments and offers 156 programs in 92 areas of study. Home to approximately 15,000 students and over 1,000 faculty and staff, the campus houses the Mississauga Academy of Medicine, Centre for Medicinal Chemistry and Institute for Management and Innovation. With its distinctive interdisciplinary programs such as forensic sciences and biomedical communications, U of T Mississauga offers a broad array of continuing education programs and professional masters programs. Established in 1967, the campus features award-winning architecture, robust community partnerships and a dynamic student environment set amongst 225 acres along the Credit River in Mississauga.

Your opportunity:

I&ITS is a high-volume service delivery operation, processing over 15,000 incident, change, and
service requests annually and is the primary support for the teaching, learning, and research mission at UTM.

The UTM Service Desk is a service delivery Centre of Excellence at University of Toronto. A busy, central service point, we are the first point of contact for IT support, facilities and utility requests, TCard, and Lost & Found. Under the general direction of the Service Desk Coordinator, the incumbent is responsible for providing these services.

The scope of IT support includes all end-user devices, classroom A/V, and associated software. The incumbent will respond to and categorize all ticket intakes sent to the UTM Service Desk, manage support phone calls and e-mails, and prepare and edit knowledge base articles as required. In addition, the incumbent will liaise with the UTM community (students, staff, and faculty) on the support and services offered by I&ITS.

Your responsibilities will include:

  • Responding to end-user service requests
  • Listening actively to clients with concerns
  • Responding to service requests in a timely fashion
  • Setting up and troubleshooting audio-visual equipment
  • Checking to ensure equipment is in working order
  • Updating and maintaining service activities documentation

Essential Qualifications:

  • College Diploma (2 years) in an IT or related program, or acceptable combination of equivalent experience.
  • Minimum two years in a heterogeneous Windows, Mac OS, and Unix/Linux environment
  • Must have diverse application experience including, but not limited to, standard Office 365 applications, e-mail applications, Microsoft operating systems, web browsers and a desire to expand existing skill sets
  • Demonstrated experience in the following: installing, configuring, troubleshooting and repairing desktop computers (PCs and MACs) and mobile devices, including setting up wireless access
  • Knowledge of various personal digital tools, technologies and software; knowledge of application deployment and desktop management technologies such as SCCM, Parallels, RDP and Apple Remote Desktop; installing, configuring and supporting software applications such as SPSS, SAS, Minitab, Mathlab, desktop publishing software, and Adobe products
  • Knowledge of audio-visual and classroom technologies
  • Experience in performing basic troubleshooting with multi-function printers
  • Knowledge of networks and network protocols such as SMTP, IMAP, POP3, DNS, DHCP, in support of resolving issues with device end-points
  • Must have solid troubleshooting and analytical skills
  • Demonstrated interpersonal skills under pressure
  • Demonstrated superior ticket, email, and telephone etiquette and a strong commitment to high quality service
  • Ability to work within a ticket system to manage assigned work
  • Ability to work in an environment with frequent interruptions
  • Ability to effectively handle multiple problems, completing each in a timely manner
  • Ability to exercise good judgment, discretion and tact
  • Ability to communicate effectively and accurately both orally and in writing, including the ability to communicate technical concepts to persons with limited technical backgrounds
  • Ability to work effectively independently and as part of a team

Assets (Nonessential):

  • Experience with ITSM ticketing software ServiceNow
  • ITIL foundations level certification
  • Familiarity with the University environment, governance, and policies

To be successful in this role you will be:

  • Adaptable
  • Assertive
  • Communicator
  • Motivated self-learner
  • Problem solver
  • Resourceful

Closing Date: 07/30/2021, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone: USW Pay Band 06 -- $49,137 with an annual step progression to a maximum of $62,836. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Job Category: Information Technology (IT)

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

Diversity Statement
The University of Toronto is strongly committed to diversity within its community and especially welcomes applications from racialized persons / persons of colour, women, Indigenous / Aboriginal People of North America, persons with disabilities, LGBTQ2S+ persons, and others who may contribute to the further diversification of ideas.

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

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

Job Segment: Developer, Equity, Network, Service Desk, Technology, Finance, Customer Service, Research


Established in 1827, the University of Toronto is Canada's largest university, recognized as a global leader in research and teaching. U of T's distinguished faculty, institutional record of groundbreaking scholarship and wealth of innovative academic opportunities continually attract outstanding students and academics from around the world.

U of T is committed to providing a learning experience that benefits from both a scale almost unparalleled in North America and from the close-knit learning communities made possible through its college system and academic divisions. Located in and around Toronto, one of the world's most diverse regions, U of T's vibrant academic life is defined by a unique degree of cultural diversity in its learning community.The University is sustained environmentally by three green campuses, where renowned heritage buildings stand beside award-winning innovations in architectural design.


U of T is one of Canada’s Top 100 Employers.
U of T is one of Canada's Best Diversity Employers.


Are you looking for a challenging, meaningful career in a supportive and diverse environment?

Work where the world comes to think.

Work where the world comes to discover.

Work where the world comes to learn.


Opportunities exist for people from a wide range of backgrounds, ranging from recent graduates to experienced senior professionals.

We offer challenging work within an open environment that celebrates diversity in all its forms. Our focus is on creating a positive work environment that attracts and retains excellent employees through a combination of competitive compensation, favourable working conditions, opportunities for career growth and development and a unique organizational culture.

Employees have access to:

  • Excellent health and dental benefits;
  • On-site support for training and career development;
  • Flexible work arrangements;
  • Childcare subsidy;
  • Tuition waivers;
  • Scholarships and/or tuition waivers for dependants;
  • Generous paid time off;
  • Support on equity and diversity issues;
  • On-site child care;
  • University Pension Plan;
  • Subsidized athletic facility membership;
  • World-renowned libraries;
  • Confidential counselling services;
  • Parking and TTC Metropasses;
  • Employee and Family Assistance Plan;
  • Continued health benefits for pensioners.


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