Customer Relationship manager informatique (IT)

IT CLIENT SERVICES COORDINATOR

Experience world-class fishing, boating, cycling, and walking along approximately 14 kilometers of waterfront trails. We are home to Loyalist College of Applied Arts and Technology as well as Albert College, Canada’s oldest co-ed boarding independent private school. Our inviting blend of small town warmth and big city amenities, quality of life and affordable housing make Belleville the perfect place to live, work and play. Currently, the City of Belleville has an exciting opportunity for a highly motivated, strategic, and dynamic individual to join our CAO's Office - Information Technology Division as a IT Client Services Coordinator. Position Type: Permanent Full Time Department: CAO's Office - Information Technology Division Monday to Friday from 8:30am to 4:30pm with additional hours as required Reporting to the IT Client Services Supervisor, the IT Client Services Coordinator coordinates the delivery of end-user IT support services for City of Belleville employees. The position oversees Service Desk intake and triage, supports timely resolution of incidents and service requests, and maintains employee-facing digital content (e.g., intranet/web portals and related documentation) that supports service delivery across the organization. In the course of these duties, the incumbent may have access to confidential labour relations, financial planning, and legal information and must exercise a high degree of tact, discretion, and professionalism. The role supports secure and reliable access to corporate systems by completing approved account and access changes and by adhering to corporate cybersecurity policies and procedures. As a backup to the Senior Systems Analyst, the Coordinator assists with routine user account administration and security permission changes for core business applications (e.g., Coordinate the Service Desk ticketing function by triaging incoming requests, applying prioritization and categorization standards, assigning tickets to the appropriate Information Services functional area, and monitoring progress to resolution in accordance with service targets. Provide end-user support as required to maintain operational continuity, including troubleshooting common hardware/software issues, and escalating complex incidents to senior technical resources with clear documentation of symptoms, steps taken, and impact. Maintain accurate and complete ticket records, identify recurring issues and trends, and provide input to the Supervisor and senior technical staff to support problem management and service improvements. Maintain timely, professional communication with clients and stakeholders, including updates on status, expected timelines, and resolution/closure, while maintaining a high standard of confidentiality and customer service. Maintain and continuously improve IT client service documentation, including knowledge base articles, service catalog/request guidance, end-user job aids, and internal support procedures; ensure reference materials are current and accessible. In collaboration with other IT staff, complete approved account and access administration tasks within delegated authority, including routine updates in Active Directory/Microsoft Entra ID, SharePoint permissions, and Microsoft 365, in accordance with corporate security policies and documented procedures. As a backup to the Senior Systems Analyst, complete routine user account administration and security permission changes for core business applications (e.g., Coordinate user acceptance testing (UAT) activities for new or updated software/hardware introductions, including preparing test scripts, scheduling testers, tracking results, and communicating outcomes to the project lead to support smooth implementation. Support client-side aspects of scheduled deployments and upgrades (e.g., communications, readiness checks, coordination with departments, and post-change validation) to promote consistent end-user experience. Handle and protect information in accordance with corporate policies, ensuring appropriate security, confidentiality, retention, and custody of data within the scope of the role. Participate in corporate-wide and cross-functional teams and projects as required. Perform all tasks and responsibilities through the lens of Equity, Diversity, Inclusion, ensuring commitment to fairness, representation, accessibility and respect for diverse perspectives and cultures in all aspects of work.

EDUCATION/TRAINING/SPECIALIZED SKILLS:

2-year post-secondary degree in computer science; information technology; or equivalent post-secondary education ~ Satisfactory Criminal Record Check (“CRC”) prior to commencing work at the City of Belleville

Industry certifications from CompTIA or Microsoft

WORK EXPERIENCE:

5 years’ experience in customer service facing IT roles.

• Demonstrated ITSM/Service Desk coordination experience (triage, dispatch, escalation, SLAs, reporting).
• Advanced abilities working with Microsoft suite, including but not limited to Word, Excel, and Outlook, and other Microsoft technologies, including but not limited to Windows Server, Windows 10, MS Office 365.
• Knowledge and understanding of industry standard computing concepts, practices, network protocols, and procedures.
• Demonstrated customer service skills, with an ability to establish and maintain effective working relationships within the IT unit and engage stakeholders’ enterprise wide.
• Proven ability to work with various hardware including desktops, laptops, and peripherals, including networked printers.
• Strong coordination skills with the ability to triage issues and maintain accurate tracking of project activities in collaboration with project leads.
• Expectation of ongoing professional development and staying informed through vendor resources, advisories, training and peer networks.

Experience supporting municipal ERP/business applications (e.g., Experience coordinating UAT for system changes (scripts, tester coordination, defect tracking, reporting).
Knowledge base / service documentation ownership and continuous improvement.
Experience handling sensitive information in a municipal environment, including MFIPPA-aligned privacy practices.
Competitive market salary

~ Competitive employer-paid extended health benefits

OMERS Pension Plan
Opportunity to enter a hybrid work arrangement subject to applicable policies and approvals, following the successful completion of the probationary period.
If we do not hear back from applicants, we will assume that you are no longer interested in the job posting.
We will accommodate the needs of applicants under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process. Personal information and any supporting material will be administered in accordance with the Municipal Freedom of Information and Protection of Privacy