Client Service Agent

Toronto Community Housing

Toronto Community Housing is the largest social housing provider in Canada, providing housing to over 164,000 families, seniors, singles and special needs tenants. We are committed to healthy communities, equity and a strong learning culture. Our commitment is to build on the strength of our organization - our tenants and staff - to create good places to live and to work. The portfolio includes more than 57,500 units of housing in over 2,800 buildings and houses across the city of Toronto.

Client Service Agent

File#:	TCHC#10ITE09
Salary:	$33.54/hr-$39.78/hr
Location:	365 Bloor Street East, 8th floor
Division:	Finance
Class:	79CSA (CUPE Local 79)
Unit:	Information & Technology Services
Hours:	35 hours/week
Positions Available:	1

The Information & Technology Services Unit operates an IT Service Desk to handle TCHC employees' (our clients) requests for service during regular office hours spanning a 9-hour period.

This position is the single point of contact for all IT service requests, most often providing immediate resolution or shortly thereafter, by troubleshooting, relating to standard desktop software applications, e-mail, telephone, cell phone, wireless devices; all network connection methods, hardware operation and specific business applications.

This position maintains security for client network access privileges, provides education for common computer services and displays courteous, prompt diagnosis and solutions for problems to clients at all levels of TCHC. This position also maintains in-depth knowledge of standard software products used by our clients.

Responsibilities:

• Provides courteous and prompt IT (Information Technology) Service Desk response/solutions to client incidents and requests for service submitted by phone, voice-mail, e-mail / e-form or in person

• Records and follows-up on all service requests accurately in a tracking system

• Resolves service requests immediately, or within the timeline for the applicable service level agreement, after performing all necessary troubleshooting; or will refer the service request to a 2nd level technical staff for resolution

• Maintains an average record of resolving at least 65% of the service requests immediately

• Makes ‘out-of-office' visits to provide on-site support services to 200+ locations throughout Toronto

• Maintains client network security access for electronic and manual records based on authorized service requests

• Promptly obtains advice from and/or refers complex issues to 2nd & 3rd level technical positions for resolution

• Prepares procedures, system documentation and user guides, as directed

• Conducts one-on-one orientations for new clients on new computing services

• Advises Manager of common training issues that arise and, in coordination with them, will make recommendations for education programs

• Participates on project teams, as required, to enhance the quality or efficiency of computer support

• Liaises with training consultants in an effort to develop and provide technical coaching to other support resources

• Assists clients in desktop/printer technical planning for site relocations or site set ups

• Performs other related duties as assigned

Qualifications:

• 2 years experience along with in-depth working knowledge of software products including desktop operating system, word processing, spreadsheets, and electronic mail

• Intermediate level of knowledge of desktop/laptop hardware and an understanding of how clients connect to the TCHC network and how to maintain network security

• Knowledge of telephone, cell phone and wireless device operations

• Analytical skills to diagnose and solve computer related (hardware, software, network security) or telephone related problems

• Successful experience in a client support function, including telephone support skills

• Extensive experience in successfully communicating with computer users

• Experience in coaching and training clients when required

• Organizational skills to co-ordinate a high volume workload, meet deadlines and establish appropriate priorities

• Interpersonal and conflict resolution skills, sensitivity and tact

• Good listening skills to asses and resolve problems when a client reports equipment or software failure

• Ability to work in a respectful manner with a diverse community of clients, co-workers and external contractors

• Ability to work independently and make appropriate decisions quickly

• Demonstrated ability to work as part of a team

Toronto Community Housing is committed to equity in employment. Our goal is a diverse, inclusive workforce that reflects the communities we serve. We strongly encourage applications from women and men, people from racialized communities, sexual minorities, persons with disabilities and aboriginal persons.

Persons with disabilities who need accommodation in the application process, or those needing job postings in an alternative format, may e-mail a request to human.resources@torontohousing.ca.

We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.

Applications must be received by February 10, 2010 at:

Human Resources Division
Toronto Community Housing Corporation
931 Yonge Street 4th Floor
Toronto, Ontario M4W 2H2
Fax: (416) 981-4260
E-mail: Human.Resources@torontohousing.ca

Posting Date: January 28, 2010