Professional Position Description

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1 Professional Position Description

2 Section I Position Information Update Only Classification Review Position Title Service Desk Coordinator Position # Department IT Service Operations Classification Level B Reports to Manager, IT Services & Support Effective Date May 1, 2015 Position Summary Briefly describe the main purpose(s) of the position Duties and Responsibilities Organize by key responsibility area and include % of time spent where possible The Service Desk Supervisor is primarily responsible for the ongoing operation of the Service Desk, including the supervision of the Service Desk staff. As a leader in online distance education, Athabasca University (AU) must ensure that its students, tutors, and staff are fully able to utilize our IT services. Clients dealing with many diverse and complex systems in an environment of change and increased demands on time and resources inevitably require IT services. The first point of contact for these clients is the Service Desk. Duties and Responsibilities include: 1. Managing the day to day operations of the Service Desk. 2. Supervising the Service Desk staff. 3. Promoting ITIL best practice within the Service Desk. 4. Managing resources to ensure service levels are maintained. 5. Acting as an escalation point for service issues as required. 6. Representing the department as required. 7. Ensuring all Service Desk related documentation and procedures are created and updated as required. 8. Maintaining a good understanding of AU policies and procedures, and ensuring they are followed by all Service Desk staff. 9. Participating in projects as required. 10. Ensuring Service Desk staff are equipped with the required knowledge and skills. 11. Maintaining high levels of customer satisfaction. 12. Ensuring all critical issues are escalated, both functionally and hierarchically if required, in a timely manner. 13. Acting as a service desk analyst as required to assist in maintaining service levels. 14. Maintaining awareness of one's OHS Responsibilities as an AU employee and supervisor.

3 15. Participating in the AU OHS Program as required. 16. Ensuring the participation of Service Desk employees in the AU OHS Program as required.

4 Classification Factors Communication Supervision Impact of Service or Product Independence of Action This position has regular contact with all level of clients including University staff, with students, and with external people. The incumbent must be able to understand technical issues and make them comprehensible for the general AU community. The incumbent must be able to work well with all levels of University staff. Extremely well-developed interpersonal, communication and problem solving skills are required to interpret user issues, business practices and elicit the necessary information in order to solve the client s problem. Understanding multiple requirements and finding compromises acceptable to all positions is a major demand on the incumbent. Awareness of AU policies and procedures is essential. In addition, the contact with the clients outside of IT requires an acute sensitivity towards the optics of service and systems problems. Because of the nature of the contact (i.e., often dealing with frustrated, angry people) and because of the high level of access to confidential electronic material, the position calls for the utmost integrity and confidentiality. The incumbent must conform to policy and procedure and ensure that clients do so as well, but at the same time provide clients with alternatives to violating policy. Full supervision of the Service Desk staff. Mentoring and training of staff will be required on a regular basis. Fully functioning IT resources are an absolute necessity for AU. Staff, students, and tutors are all IT users, and the Service Desk is the main point of all IT support and problem resolution and so is the technological hub of the University. Failures can impact both credibility and enrolment. The Service Desk Supervisor assists in the development of IT related policies and procedures by providing input and feedback to the Manager, IT Services & Support. This role is primarily independent, though part of a closely knit team. Decisions and communications are reviewed only from a quality control aspect, and with a view to maintaining consistency across all Service Desk Analysts and ensuring that policies and procedures have been adhered to and are appropriate to the clients needs and abilities. Issues, including those involving inappropriate behavior or policy violations, would be escalated as required,, particularly in cases where there is a significant issue involving other units or departments. The incumbent would need to ensure

5 Complexity Planning escalations are done in accordance with established procedures where possible, and make appropriate and timely decisions regarding the escalation point and timing in other cases. As the Service Desk Supervisor, the incumbent analyses and resolves or escalates the most difficult issues and problems with which the Service Desk is presented. Problem analysis and resolution take place in a fast-paced environment of changing technology. A broad range of technical, analytical, problem-solving skills, an in-depth knowledge of AU business practices, and excellent communication skills are required to function successfully at this level. This position must analyze calls and trends, investigate reports of problems, and synthesize results in an attempt to resolve and prevent recurrence of problems and issues. The incumbent is expected to be proactive with problem handling, creating ways to prevent problems from happening as well as better ways to handle ones that do occur. There is a considerable degree of planning regarding anticipating issues staff and student may encounter, and providing feedback as required to ensure these issues are resolved. Typically this feedback would be directed to IT management, IT operational units, IT training or appropriate steering committees. This role will also include membership in appropriate committees. This position also provides input into the annual budget process. The position requires excellent planning skills, for scheduling and most specifically in maintaining the classification and the knowledge base set up to ensure maximum usefulness of data output. The position requires the ability to anticipate changes in business practice and training needs well into the future. Signatures for Section I Incumbent's Signature Supervisor's Signature

6 Section II Qualifications Includes education, experience, skills, abilities and any other special qualifications required. The qualifications relate to the position not the incumbent This position requires a minimum of a 2 year diploma in related to Information Technology from a post-secondary institution recognized in Canada, as well as 5 years of recent experience in a supervisor or team lead role on a service desk. Equivalent combinations of education and experience may be considered. English language proficiency and excellent communication skills, both written and oral, are essential to this position. The following would be an asset: - Supervisory experience with an ITIL based IT Service Desk - Current ITIL Foundation Certification - Current ITIL Service Operations Certification - Other ITIL Certifications - Other related IT Certifications - Experience with supervision in a unionized environment - Experience with Service Now - Experience with systems and services supported by the AU IT Service Desk Signatures for Sections I and II Department Head Signature Executive Officer Signature Human Resources Review

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