Service Support Consultant

Service Support Consultant

Location: Guelph, ON, CA, N1G 2W1

Primary Category Page: Staff and Management

Division: Computing and Communication Services

Requisition ID: 2478

Department: Technology Operations

Position covered by the Collective Agreement with USW Local 4120

If you are a current employee of the University of Guelph you must apply on the internal Career Page in order to be considered as an internal applicant.

Career Opportunities (sapsf.com)

General Purpose

CCS is the central IT department on campus, providing IT infrastructure and central technology services to the U of G community. CCS is committed to its core values: service culture, integrity, individual leadership, teamwork, agility and communication.

Reporting to the Manager of Client Productivity in CCS, the incumbent is responsible for Level 2 support for defined services, including account maintenance and provisioning, directory maintenance and updates, telephone set provisioning, listserv administration, authentication troubleshooting, and the execution of regular audits of accounts and directories to ensure accuracy, currency, and security. The incumbent provides technical and project support for a variety of CCS teams and services. When problems are encountered, the incumbent will take the appropriate steps to resolve and/or escalate problems to ensure continued service expectations are met.

Duties and Responsibilities

Primary duties and responsibilities include:

• Monitoring, responding to, and tracking requests for support in the service management software (BMC FootPrints) and taking ownership of problems to investigate and provide further information and potential solutions.
• Providing information and support for CCS supported products and services in-person and by telephone to a diverse client base including staff, faculty and students.
• Validating and processing requests for account creation, deletion, changes, locks, unlocks.
• Receiving, verifying and scanning exam and test scoring and course evaluation sheets.
• Execute and enforce identity management policies and practices.
• Create, maintain and review user computer accounts as required to ensure validity and integrity of data (sponsored and organizational).
• Provide support for account-related issues on a timely basis including resolving and escalating problems within CCS.
• Provide password change service to University of Guelph and Guelph-Humber University including, faculty, staff, students, etc.
• Process expired accounts each semester (deletion and changes) for staff, faculty, and students. Provide account reports to departments as required.
• Assist users with questions related directly to central login accounts and other types of account enquiries

Requirements

Required Qualifications of the position include:

• Minimum two-year college diploma with relevance to customer service/service desk career.
• Experience in a help centre, or call centre, or customer service role.
• Proven ability to follow defined operational service standards.
• Strong ability to provide superior customer service through daily interaction with clients including staff, faculty, and students in person, over the telephone and through email/written communication.
• Strong communication skills (verbal and written).
• Demonstrated ability to prioritize work and to collaborate with others in a team environment to ensure that service expectations are met.

Preferred Qualifications of the position include:

• Intermediate knowledge of office productivity software packages such as Microsoft 365 suite, including Teams, Office, Excel etc.
• Familiarity with computer networks, PC hardware, and technical support.
• Knowledge and experience with IT service desk applications, is a benefit.
• Additional industry certifications or designations will be preferred including HDI Customer Service Representative Certification and/or ITIL Foundation Certification and/or Microsoft MTA or MCSA.

Employee Type: Regular

Position Number: 10683003

Classification: USW, Local 4120 Salary: Band 5

USW Local 4120 Wage Grid

At the University of Guelph, fostering a culture of inclusion is an institutional imperative. The University invites and encourages applications from all qualified individuals, including from groups that are traditionally underrepresented in employment, who may contribute to further diversification of our Institution.

Posting Date: 05/27/2026

Closing Date: 06/03/2026