Service Desk Consultant

McGill University

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**1 12 months Time period Place**

Hybrid on-site presence required

Montreal, Canada


Present well timed, first-line technical assist concerning all centralized IT providers to the McGill neighborhood (college students, employees, and lecturers) through phone, e-mail, web-forms, and in individual walk-ins. Liaise with different models in IT Providers for the decision of incidents and repair requests. Administer incident notifications. Take part in particular service enchancment initiatives and initiatives. Act as an issue knowledgeable for particular IT providers and reply to extra complicated tickets. Take part within the coaching and mentoring of latest Service Desk employees.

Major Tasks:

  • Present 1st and 2nd stage technical assist to end-users (diagnose, examine, present a suggestion, resolve the incident and/or fulfill the request) on a large a wide range of IT providers.
  • Escalate to the suitable IT service supplier staff as required.
  • Doc and preserve correct up-to-date data for all incoming calls, e-mails, web-forms, and walk-ins within the ticketing system.
  • Acknowledge, resolve, and reply promptly to buyer inquiries.
  • Guarantee buyer satisfaction and supply skilled buyer assist.
  • Co-ordinate main incident notifications: When requested, ship inside alerts to main incidents. This position serves as a communications liaison to the Main Incident Supervisor (MIM) throughout Main Incidents (MI).
  • Administer Id and Entry Administration processes.
  • Troubleshoot and analysis IT resolutions for easy to complicated incidents. throughout the set timeframe.
  • As an issue knowledgeable throughout the Service Desk, deal with 2nd stage assist tickets for one or many designated providers.
  • Take part within the creation and updating of end-user and inside information documentation and articles.
  • Practice and mentor new Service Desk staff.
  • Contribute to cross unit particular initiatives.
  • Facilitate orientation/demo classes to end-users.


Training: DEC III

Expertise: Three (3) years’ associated expertise


  • Required: Superior proficiency in French each written and spoken
  • Desired: Undergraduate Diploma
  • Expertise with IT buyer assist involving: PC, Mac, and cellular gadget environments with good information of Home windows OS, IOS and Mac OSX, electronic mail, MS-Workplace, community connectivity, VPN, Wi-fi, and audio-visual assist.
  • Robust technical background with capability to work in a fast-changing atmosphere and to be taught new instruments/purposes shortly.
  • Means to make suggestions to customers and clarify options in non-technical phrases. 
  • Means to facilitate coaching classes and write person documentation.
  • Robust consideration to element, organizational and planning abilities.
  • Means to satisfy the goals of the unit in delivering high quality and environment friendly customer support and help in a well timed method.
  • Initiative and proactive method to downside fixing.
  • Wonderful analytical abilities.
  • Means to determine, isolate, and talk issues from, and to, all ranges of inside service companions.
  • Means to be assertive and management conversations to collect related info.
  • Robust interpersonal abilities together with persistence and diplomacy.
  • Workforce participant, with demonstrated dedication to service excellence.
  • Skilled with working environments that cope with excessive volumes of-calls and emails.
  • Versatile to work numerous shifts.
  • Versatile to work from a number of areas (Downtown campus, MacDonald campus).
  • Information of French and English. McGill College is an English-language college the place each day duties might require English communication each verbally and in writing.

Minimal Training and Expertise:

DEC III 3 Years Associated Expertise /

Hourly Wage:

(MUNACA Degree H) $33.05 – $40.97

Hours per Week:

33.75 (Full time)


IT Service Desk Supervisor

Place Finish Date (If relevant):


Deadline to Apply:

McGill College hires on the idea of advantage and is strongly dedicated to fairness and variety inside its neighborhood. We welcome purposes from racialized individuals/seen minorities, girls, Indigenous individuals, individuals with disabilities, ethnic minorities, and individuals of minority sexual orientations and gender identities, in addition to from all certified candidates with the talents and information to productively have interaction with various communities. McGill implements an employment fairness program and encourages members of designated teams to self-identify. Individuals with disabilities who anticipate needing lodging for any a part of the applying course of might contact, in confidence, [email protected] .

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