Support and Management

Work as front-line support and administrator for McMaster University’s Brightspace service.

• Manage daily and long-term work assignments of internal staff and schedule and monitor adherence to procedures, protocols, and standards.
• Act as an on-site project manager, responsible for managing projects from inception to completion.
• Plan and establish project framework and identify project milestones to ensure the project is completed according to project specifications and within specified timelines.
• Identify, initiate, and lead various projects.
• Plan and coordinate a variety of events and activities.
• Act as the primary Client Services point of communication to provide critical notifications of unplanned outages and planned system updates.
• Act as a liaison between the Service Desk team and other units.
• Establish and maintain service standards for the Service Desk.
• Monitor existing and propose new and enhanced service levels through the development and analysis of service level metrics and reporting.
• Establish and implement procedures for problem referral and escalation procedures.
• Establish and implement methods for problem prioritization.
• Monitor and analyze service records for trends and common problems.
• Recommend and implement service and product improvements and participate in planning meetings with management team.
• Ensure user support staff are advised of systems updates, errors, and features.
• Proactively address problem areas by recommending effective and appropriate solutions.
• Create and disseminate surveys to determine client and staff needs.
• Analyze call records and recommend solutions for problem areas.
• Review and resolve client behaviour and inappropriate service provider responses and act as the first level of escalation and complaint handling for the department.
• Investigate newly reported problems and document solutions.
• Administer site licensed software for the University community.
• Respond to and resolve Level I client issues such as hardware and software problems, and installations.
• Respond to escalated problems from working level staff and customers.
• Document and update accurate and consistent records of all calls.
• Check progress on referred problems and keep users informed.
• Apply escalation procedures for problems with unsatisfactory progress.
• Provide users with routine information such as system updates, errors, and features.
• Carry out practical assignments supporting routine operations.
• Respond to Level II requests such as hardware, software, networks, training, and installations.
• Elicit additional information from clients and colleagues to diagnose issues.
• Refer complex situations to relevant area with accompanying diagnostic information.
• Provide the leadership required to ensure the maintenance of accurate records and preparation of statistics for reports.
• Develop, verify, and maintain service desk procedures.
• Monitor call records, service levels and status.
• Monitor progress on problem resolution and advise users on status.
• Set priorities and escalate problems not being solved.
• Ensure users receive services that were committed.
• Ensure users receive information on systems updates, errors and features.
• Train users on a large number and type of software applications on an ad-hoc basis.
• Learn about new technologies in advance of their introduction to the University community in order to effectively respond to help-desk inquiries.
• Plan, schedule, and monitor own work within short time horizons.
• Organize individual time, work and resources to accomplish objectives in the most effective and efficient way.
• Understand and use appropriate methods, tools, and applications to complete work tasks.
• Demonstrate a rational and organized approach to work and identify development opportunities.
• Absorb technical information when it is presented systematically and apply it effectively.
• Use measurement methods to monitor progress toward goal attainment, tenaciously working to meet or exceed those goals, while deriving satisfaction from the process of goal achievement and continuous improvement.
• Ensure that the internal and external customer perspective is a driving force behind decisions and activities.
• Follow service practices that meet customers’ and University needs.
• Interact with others in a way that gives them confidence in one’s intentions and those of the University.
• Work collaboratively with others to achieve departmental and institutional goals. Actively participate as a member of a team to move the team toward the completion of goals.
• Perform a range of varied work activities in a variety of structured environments.
• Successfully engage in multiple initiatives simultaneously.
• Apply and enforce department change control policies and procedures.