Overview

Client Services Analyst – ITS – Appendix D
– (19408)

Find Your Spot at Humber
At Humber, our career paths open up a world of infinite possibilities for you to explore. People are at the heart of the Humber experience. Here, every day we work shoulder to shoulder to deliver excellence, and in doing so, we redefine what it means to be a leader in polytechnic education. Humber employees are a diverse group of committed, caring and fun-loving people.

We take finding and growing the right talent very seriously. We strive to find and nurture extraordinary employees who bring their best each day.

If you are interested in working in higher education and are looking to contribute to the largest polytechnic College in Ontario, as we shape the future of our students and communities, here is your opportunity to join our team.

Job Details: 

Position Title: Client Services Analyst
Status: Appendix D
Hours: 40
Department: Information Technology Services
Campus/Location: North Campus
Salary: $29.88 – $34.63

What you will do:
Under the direction of the Manager, Client Support, the Client Services Analyst supports the delivery of technical services to Humber’s students, employees, suppliers, and guests. Day-to-day responsibilities include the following:

  • Ensuring response time and resolution/fulfillment objectives are met
  • Providing drop-in support to students, employees, suppliers, and guests by providing accurate information
  • Maintaining good working knowledge of all services, policies, and procedures
  • Understanding the role and responsibilities of related support functions
  • Monitoring, tracking, and communicating incident/request statuses
  • Upholding and enhancing customer satisfaction
  • Documenting and sharing knowledge
  • Staying informed about Humber and the information technology industry

Responsibilities in this role also include: capturing technical issues; investigating and diagnosing issues; resolving/fulfilling issues; monitoring and tracking issues; and closing off issues. Analysts are expected to log their activities as tickets in a tracking tool, and should an incident/request exceed their service mandate or skill level, escalate said ticket to an appropriate functional group.

What you bring to the role:

Education:
The successful candidate will possess a three (3) year diploma or degree in Computer Sciences.

Experience:
A minimum of three years’ experience providing front-line technical support in a fast-paced environment. In addition, the successful candidate will possess certification in ITIL v3 (Information Technology Infrastructure Library) Foundations from a recognized organization.

Skills:
Superior customer service and communication skills with a demonstrated ability to provide clear verbal direction and advice to varied technical levels; demonstrated critical thinking and analytical problem solving skills; and the ability to apply common sense and technical knowledge to resolve customer based application and technology issues.

What’s In it for you?

  • An opportunity to have an impact with a post-secondary institution, poised to do great things.
  • Diverse, hard-working, committed team of people who care about each other.
  • Tools and technology that will allow you to succeed at your job.
  • Amazing perks
  • Highly supportive work culture

At Humber College we don’t just accept difference — we celebrate it! Experience comes in many forms, skills are transferable, and a progressive mindset goes a long way at Humber. If your experience is close to what we’re looking for, consider applying and tell us why you are a great candidate for this job. Find your Spot at Humber!

We thank you for your interest in working with Humber College. Only applicants selected for an interview will be contacted. Consideration for Support Staff and Academic positions will be given to internal employees in accordance with the respective Collective Agreements. 

Equity, Diversity and Inclusion

Humber College is committed to a workforce that reflects the diversity of our students and our city. We actively seek Indigenous Peoples and individuals from equity-deserving groups with demonstrated skills and knowledge to deal with all aspects of equity, diversity and inclusion in a post-secondary environment.

Accommodation

Humber College is committed to accommodating applicants with disabilities throughout the hiring process, in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Our HR Generalists will work with applicants requesting accommodations at any stage of the hiring process. This document is available in alternate formats upon request.

Anti-Discrimination Statement
At Humber College, all forms of discrimination and harassment are prohibited. Students and employees have the right to study, live and work in an environment that is free from discrimination and harassment. If you need assistance on concerns related to discrimination and harassment, please contact the Centre for Human Rights, Equity and Inclusion http://hrs.humber.ca/human-rights-equity-diversity.html or the Office of Student Conduct at studentconduct@humber.ca

Hours Per Week: 40
Position Type: Appendix D
Payband: G
Minimum Salary: 29.88
Maximum Salary: 34.63
Work Locations: North Campus 205 Humber College Blvd. Etobicoke M9W 5L7
Job Family: Information Technology
Duration of Need: 3 months
Deadline to Apply: October 20, 2021
Job Posting: 10/13/21