Accountabilities

Performance Measures

Issue Resolution

·         Actively address and resolve technical and usability issues experienced by the Staff and Students.

·         Adhere to OLA and SLA metrics defined in the Incident Management process.

·         Adhere to the Incident Management process, defined by Tulsa Welding Schools.

·         Frequently communicate with Staff and Students on status, next steps and resolution of open tickets.

·         Procure, Install and configure new equipment and services to Campus

1)   Time to resolution.

2)   SLA Adherence

Incident Prevention

·         Identify recurring incidents, determine root cause and advise resolution to IT Team

·         Ensure technologies are operational and optimized for expected use by Campus Staff and Students

·         Proactively address and resolve concerns that could lead to potential incidents.

·         On-board and off board employees and students in a timely, seamless manner

·         Support the course readiness process by ensuring Staff and Students have access to their courses and content.

1) # of recurring incidents

Communications

·         Communicate often to Campus Staff and students on status of current incidents, steps taken and remaining steps to resolution.

·         Develop and conduct training associated with newly developed and deployed functionality.

·         Participate in the deployment of new systems through testing, training and supporting adoption.

·         Foster an open and approachable environment where staff and students are welcome to report and discuss issues and concerns. 

1)   Survey Results

2)   QA Review = > 85%

Availability

·         Ability to work a flexible schedule to ensure availability to support Staff, Students and Faculty when they need it.

Service Improvement

·         Contribute to overall IT service improvement initiatives and projects, ensuring successful rollouts with minimal incidents.

·         Participate in Campus initiatives and projects designed to improve academic delivery.

1) Overall reduction in incident trend for that campus

Reputation

·         Operate and contribute to a Customer Service-minded perception of IT.

Operating environment:

High paced environment, diverse in both tasks and projects. Constant communication on where resolution to issues stand. Must be able to lift approx. 50lbs short distances, climb up on a ladder to reach equipment installed on wall or on ceiling. Must be able to be proactive in troubleshooting to ensure problems are resolved in advance of instruction.

Dimensions:

Support

Customer Service

Skills:

·   Service-oriented

·   Professionalism

·   High touch

·   Polished demeanour and communications

·   Problem Solving - Troubleshooting

Education and Experience:

·          A Technical degree or certification desired. Bachelors of Science in Technical or Engineering discipline, preferred.

·          Must be service-oriented with a natural inclination to improve the campus environment.

·          Proven IT field service experience, supporting 50 - 250+ users.

·          Strong ability to troubleshoot, test, repair and service technical equipment

·          Experience supporting SIS, LMS, CRM and learning components desired.

·          Must have very strong background in desktop support

·          Ability to work flexible shifts and to adapt to changing work schedules

·          2-3 years’ experience supporting higher education users.

Behavioural Competencies:

·    Results Orientation

·    Customer Focus

·    Situational Adaptability

·    Action Oriented

·    Decision Quality

·    Optimizes Work Processes