Client Service Desk Technical Support Specialist

 

Description:

Reporting to the Client Service Desk Supervisor, under the day to day direction of the Client Service Desk

Team Leader, the Client Service Desk Technical Support Specialist will:

• provide a single point of contact to all TDSB clients for any technical IT Services related support;
• provide first level resolution for business and academic account access, computer application and

software, hardware products and network connectivity support required by the individual clients and

co-ordinate, on their behalf, the resolution of incidents that cannot be solved immediately or the

fulfillment of service requests;

• handle client interactions using the Contact Centre Interaction Management system and record initial

or update existing incident or request tickets in the ITSM software platform; triage interactions to the

appropriate queues;

• identify and successfully escalate difficult incidents to the appropriate support group within set time

limits and establish the priority of any incidents that are escalated;

• research and document escalated incidents, update knowledge base (kb) article content to maintain

their accuracy and use specialized knowledge/diagnostic tools to solve incidents; and

• ensure that all terms and conditions in the Service and Operational Level Agreements and all ITS,

Client Service Desk and TDSB Service Excellence guiding principles processes and procedures are

followed.

Summary of Duties: Provide multi-channel (i.e. telephone, webchat, email, self-service submission etc.) support to TDSB

academic and business clients in any of the following areas of service: account access, device

hardware, device software, Board approved on-prem and cloud applications, ITS systems,office

phones, smartphones and network connectivity;

• Administer the ITSM ticketing platform which includes recording, analyzing, categorizing, prioritizing,

documenting, resolving or escalating and tracking all incidents and service requests received at the

Client Service Desk;

• Triage interactions and assign to appropriate queues within the Contact Centre Interaction

Management system;

• Ensure that automatically populated data in the ticket fields is accurate, correct any errors, and

determine the most effective manner to log and solve incidents or service requests;

• Consult with subject matter experts or Team Lead for resolution of difficult technical issues, or

escalate incidents to appropriate ITS level support group;

• Provide specialized technical assistance for hardware related incidents or service requests for

supported computer devices, peripherals such as printers, scanners, whiteboards, office phones

etc., document, resolve or assign to Field Services, third party vendors or other ITS support group

as applicable;

• Provide specialized technical assistance for software related incidents or service requests such as