Client Service Agent (IT)

Job Responsibility: Job #: 8648 Division: Information Technology Services Vacancy Type: Full-time Permanent Affiliation: Union: CUPE 79 Contract Length: Grade: TCHC 8 # of Vacancies: 1 Salary/Hourly Range: 45.83 - 50.24 Hiring range/wage: 45.83 Work Details (Days/hours): Monday - Friday, 35 hours per week Posted Date: 5/17/24 Existing or New: Existing Deadline to Apply: 5/31/24

What we offer

In addition to competitive wages and a rewarding career where you can truly make a difference, we offer a comprehensive compensation package that meets the various needs of our diverse employees, including:

• Three Weeks paid annual vacation days, increasing with years of service;
• Defined benefit pension plan with OMERS, includes 100-per-cent employer matching;
• Health and dental benefits;
• Employee and family assistance program;
• Maternity and parental leave top up (93% of base salary);
• Training and development programs including tuition reimbursement of $1500 per calendar year.
• Fitness membership discount;

This job offers the opportunity to work from home as part of a hybrid work arrangement. This arrangement will allow you to work some days at a TCHC work location and the rest of the time from home. The amount of time required to work at a TCHC work location is flexible, while considering operational and service delivery requirements.

Make a difference

We are currently looking for a Client Service Agent to join the Information & Technology Services Unit. The Unit operates a service desk to handle Toronto Community Housing employees' (our clients) requests for IT service during regular office hours spanning a 9-hour period. As a Client Service Agent, you will be the single point of contact for all IT service requests, most often providing immediate resolution or shortly thereafter, by troubleshooting, relating to standard desktop software applications, e-mail, telephone, cell phone, wireless devices; all network connection methods, hardware operation and specific business applications. You will also maintain security for client network access privileges, provide education for common computer services and display courteous, prompt diagnosis and solutions for problems to clients at all levels of the organization. In addition, you will be required to maintain an in-depth knowledge of standard software products used by our clients.

What you'll do

• Provide courteous and prompt IT Service Desk response/solutions to client incidents and requests for service submitted by phone, voice-mail, e-mail, e-form or in person
• Record and follow-up on all service requests accurately in a tracking system
• Resolve service requests immediately, or within the timeline for the applicable service level agreement, after performing all necessary troubleshooting; or will refer the service request to a 2nd level technical staff for resolution
• Maintain an average record of resolving at least 85% of the service requests immediately
• Maintain client network security access for electronic and manual records based on authorized service requests
• Promptly obtain advice from and/or refer complex issues to 2nd & 3rd level technical positions for resolution
• Prepare procedures, system documentation and user guides, as directed
• Conduct one-on-one orientation for new clients on new computing services
• Advise management of common training issues that arise and, in coordination with them, will make recommendations for education programs
• Participate on project teams, as required, to enhance the quality or efficiency of computer support
• Liaise with training consultants in an effort to develop and provide technical coaching to other support resources
• Assist clients in desktop/printer technical planning for site relocations or site set ups
• Perform other related duties as assigned

What you'll need

• Minimum of 3 years' experience along with in-depth working knowledge of software products including desktop operating system, word processing, spreadsheets, and electronic mail
• Experience utilizing a ticket tracking system to manage client inquiries and issues.
• ITIL Foundations v3 certification is very strongly preferred
• ServiceNow experience is an asset
• Intermediate level of knowledge of desktop/laptop hardware and an understanding of how clients connect to the TCH network and how to maintain network security
• Knowledge of telephone, cell phone and wireless device operations
• Analytical skills to diagnose and solve computer related (hardware, software, network security) or telephone related problems
• Successful experience in a client support function, including telephone support skills
• Extensive experience in successfully communicating with computer users
• Experience in coaching and training clients when required
• Organizational skills to co-ordinate a high volume workload, meet deadlines and establish appropriate priorities
• Interpersonal and conflict resolution skills, sensitivity and tact
• Good listening skills to asses and resolve problems when a client reports equipment or software failure
• Ability to work in a respectful manner with a diverse community of clients, co-workers and external contractors
• Ability to work independently and make appropriate decisions quickly
• Demonstrated ability to work as part of a team

What's next

Once you apply, we'll review your resume and contact you if your skills and experience match the qualifications for the role. If you are selected to move forward, the process will include one or more interviews and/or assessments and reference checks.

Candidates for unionized positions must score a minimum of 70% to pass any interview or assessment and be considered for the next stage of the recruitment process. Successful candidates will be determined based on score and where applicable, union seniority. Not all candidates who score 70% or higher will automatically proceed to the next stage of the recruitment process as this will be dependent on the number of candidates and number of available roles.

INDS