Job title: Senior User Service Representative
Company: George Brown College
Job description: Competition Number: REQ 6438TITLE: Senior User Service RepresentativeDIVISION: Academic Services & Learning ResourcesSALARY: Payband I, starting rate $39.34 per hourHOURS: Monday to Friday, 8:00 am to 4:00 pmHOURS PER WEEK: 35LOCATION: 200 King St.E.STATUS: Temporary SupportEFFECTIVE DATE: November 2024 to April 2025CLOSING DATE: October 25, 2024Land AcknowledgementGeorge Brown College is located on the traditional territory of the Mississaugas of the Credit First Nation and other Indigenous peoples who have lived here over time. We are grateful to share this land as treaty people who learn, work, and live in the community with each other.Equity StatementGeorge Brown College is committed to creating and sustaining an equitable and inclusive learning and working environment. We encourage and actively seek applications from Indigenous, Black, racialized people, visible minorities, 2SLGBTQIA+ persons, all genders, and persons with disabilities.GBC VisionTo be a college renowned for its inclusion, excellence, relevance, impact, and leadership.Position Summary:Working with the Campus Library Service Co-ordinator and other student service area co-ordinators, such as those in the Adaptive Technology Lab, Assessment Centre, TLC, the incumbent co-ordinates the day-to-day public service operation of the LLC and schedules Fulltime (arranging work on the desk and special project in the back office), Part-time and Student Advisors for Information Triage, Helpdesk and Photo-ID desk, at the applicable campus (Casa Loma & Ryerson, St. James & E-Library, Waterfront & Daniels & 341 King).Key Responsibilities:
- Hires student workers and process OSAP Work-study applications and confirm their timesheets for approval by Financial Aid.
- Organizes and participates in Part-Time staff hiring, organizing required documents, and initiating PPAFs.
- Verifies and processes Part-Time employment agreements and time sheets for approval.
- Provides training to student workers and to new staff (Full-Time and Part-Time) on their duties, e.g., operating procedures, Tivoli and IDM processes and procedures, arranges and requests system privileges for the manager to approve.
- Keeps staff up to date with new or on-going changes and advises staff on current procedures.
- Creates front desk (Helpdesk and Photo-ID and Student Advisor) staff work schedules on a weekly basis and verifying and submitting timesheets.
- Monitors progress of assigned projects of the User Service Representatives Team.
- Arranges staff coverage or provides coverage when staff call in sick.
- Investigates and resolves user service difficulties and problems independently or in consultation with the Librarian and/or the Manager.
- Resolves disputes or service complaints referred by User Service Representatives, Part-Time Staff, and student workers and refers irreconcilable complaints and conflicts to the Manager as circumstances dictate.
- Provides Tier 1 Level IT support and assistance for a wide variety of computer software, hardware printers, scanners and mobile devices, AV equipment and other learning resources.
- Other duties as assigned.
Educational and Experience Requirements:
- Two-year diploma or degree from a recognized post-secondary institution in Information Technology.
- Current Comp TIA A+ Certification.
- Minimum three (3) years of practical experience working in a high-volume customer service environment at a Helpdesk or in an IT service environment providing Tier 1 technical support on computer software, hardware and audio-visual equipment, and troubleshooting on user’s personal devices.
- Technical knowledge to diagnose and troubleshoot Windows and Mac operating systems as well as those related to common software such as MS office, Adobe products, and Internet applications.
- Good understanding and knowledge of WiFi, and network technologies.
- Knowledge of consumer hardware, especially mobile devices, printers, and operating systems.
- Knowledge of Social Networking sites and web technologies and popular apps.
- General understanding of library operations and processes.
Skills and Attributes:
- Excellent customer service skills, especially for conflict resolutions.
- Ability to train staff and provide guidance, and assistance to less experienced staff as a leader of User Service Representative team.
- Excellent organizational, time management, and co-ordination skills in scheduling.
- Demonstrated leadership, analytical, and communication skills.
- Demonstrated commitment to uphold the College’s priorities on diversity and equity.
- Ability to lift up to 20 kg or 44 lbs (i.e., boxes of books, TVs, computers, etc.).
- Able to travel for operations and project meetings.
Interview process may consist of a practical skills component.Notes:
- The College requires proof of degrees, credentials or equivalencies from accredited regional or federal post-secondary institutions and/or their international equivalents. Credentials may require validation at the time of interviews or offer.
About Us:prides itself on educating students through real-world learning, in the heart of Toronto. Our faculty and employees make this vision a reality, and we support them by making George Brown a . See why we are consistently ranked as one of .George Brown College offers hybrid work opportunities, a competitive pension plan, generous holiday and vacation time, a tuition assistance program, discounted rates for employees taking Continuing Education courses, and an equitable work environment where everyone matters.George Brown College is committed to accommodating applicants with disabilities throughout the hiring process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Candidates who require accommodation in the hiring process may contact confidentially.
Expected salary: $39.34 per hour
Location: Toronto, ON
Job date: Sun, 20 Oct 2024 00:45:42 GMT
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