Job Description

Date Posted: 08/19/2024
Req ID: 39378
Faculty/Division: Vice-Provost, Strategic Enrolment Management
Department: Learning Space Management
Campus: St. George (Downtown Toronto)
Position Number: 00056837Description:About us:Learning Space Management (LSM) has a focus on learning space excellence with the mandate of stewardship of the University\'s classrooms and testing space, encompassing all aspects including the delivery of academic activities through academic scheduling, classroom design, instructional technology and accommodated testing. This holistic perspective allows each member of the team to work together, share experiences and better understand how their decisionsand deliverables impact other team members and results. In this way, we can better leverage opportunities and synergies amongst the team as well as with the broader University community to better serve and support the University\'s mission.Your opportunity:Reporting to the Manager of Classroom Planning and Technology Services, the Service Delivery Analyst is the primary point of contact for the Tech2U team. Responsibilities include triaging and coordinating tasks for the Tech2U Co-Pilots, who support over 280 rooms at the St. George Campus. The role involves booking AV support requests and rooms, handling portable AV equipment requests, developing AV price quotes and work orders. Your ability to address and resolve complaints diplomatically, escalate issues during emergencies, and maintain a service delivery-oriented approach will make you a key player on the Tech2U team.The incumbent must demonstrate excellent customer service and a willingness to go above and beyond to support the academic community. This role requires outstanding communication, time management, and organizational skills. The ability to multi-task effectively and pivot quickly from one task to another while maintaining efficiency and accuracy is essential.Your responsibilities will include:

• Responding to end-user service requests; Probing for information from end-users to identify problems and establish needs
• Applyingestablished standards when resolving routine and documented end-user issues
• Introducing variations to established practices to resolve end-user issues
• Responding to service requests in a timely fashion
• Following-up with end-users on outstanding technical issues
• Updating and maintaining service activities documentation
• Liaising with technical specialists to resolve end-user issues
• Serving as a technical resource on hardware and software related issues

Essential Qualifications:

• Bachelor\'s Degree in audio-visual related field, or acceptable combination of equivalent experience
• Minimum three (3) years with Audio-Visual coordination and administrative experience
• Experience with financial administration, including events billing, debit memos, and invoice processing
• Experience with database management, including inventory, scheduling & communications
• Solid experience in Microsoft 365: Excel (formula and functions), Word, PowerPoint
• Experience working in a diverse work environment with strong interpersonal and intercultural communication skills; strong preference for post-secondary institution experience
• Must have excellent interpersonal and high-quality customer service skills, including professional written and oral communication skills to respond appropriately to formal correspondence with faculty and staff
• Ability to effectively conduct presentations to demonstrate equipment use
• Must have the ability to exercise good judgment to meet tight deadlines
• Ability to work independently

To be successful in this role you will be:

• Adaptable
• Approachable
• Articulate
• Communicator
• Problem solver
• Team player

Closing Date: 08/28/2024, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone:
USW Pay Band 09 -- $66,715. with an annual step progression to a maximum of $85,319. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Job Category: Administrative / Managerial
Recruiter: Fiona ChanLived Experience Statement
Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.Diversity StatementThe University of Toronto embraces Diversity and is building a culture of belonging that increases our capacity to effectively address and serve the interests of our global community. We strongly encourage applications from Indigenous Peoples, Black and racialized persons, women, persons with disabilities, and people of diverse sexual and gender identities. We value applicants who have demonstrated a commitment to equity, diversity and inclusion and recognize that diverse perspectives, experiences, and expertise are essential to strengthening our academic mission.As part of your application, you will be asked to complete a brief Diversity Survey. This survey is voluntary. Any information directly related to you is confidential and cannot be accessed by search committees or human resources staff. Results will be aggregated for institutional planning purposes. For more information, please see .Accessibility StatementThe University strives to be an equitable and inclusive community, and proactively seeks to increase diversity among its community members. Our values regarding equity and diversity are linked with our unwavering commitment to excellence in the pursuit of our academic mission.The University is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). As such, we strive to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities.If you require any accommodations at any point during the application and hiring process, please contact .

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