Classification & Regular Hours

Hours per Week: 35

Salary Grade: 14

The base salary will be $67,680 - $96,590 per annum. Starting salary will be aligned with the successful candidate’s experience, skills, and demonstrated qualifications.

About Western

Since 1878, Western University has been committed to serving our communities through the pursuit of academic excellence and by providing students, faculty, and community members with life-long opportunities for intellectual, social, and cultural growth. We seek excellent students, faculty, and staff to join us in what has become known as the "Western Experience" - an opportunity to contribute to a better world through the development of new knowledge, recent abilities, new connections, and new ways to make a difference.

About Us

The Department of Western Technology Services (WTS) is a central source committed to providing high-quality, cost-effective technology solutions and services to the campus community in support of the teaching and research missions of the University. WTS works collaboratively with other IT groups within Western’s faculties and administrative units to leverage centrally-supported technology solutions and services where appropriate.

The WTS Services & Application Support Team is responsible for providing a broad range of 1st and 2nd level technical support for all WTS services and applications available to clients using Western services and applications.

Responsibilities

The Technology Support Specialist – Help Desk is a key member of the Services & Application Support Team. The role is responsible for providing mentoring and coaching to more junior Help Desk staff and assisting to coordinate their daily tasks and activities. The role is the first escalation point within the team for more complex issues submitted to the Help Desk. The role provides 1st level technical support for all Western Technology Services (WTS) services and applications such as Western Identity Management (IDM), Telephony, Microsoft 365, Atlassian Jira & Confluence, Web Content Management System (WCMS) and Learning Management System (LMS).





The Technology Support Specialist – Help Desk ensures that all clients who use these services and applications have any technical questions resolved in a timely fashion either by themselves, by junior staff within the Help Desk or with assistance from 2nd level support within the team or from others within WTS.

Qualifications

Education:

- College diploma in an information technology field or a university degree with a minor in an information technology field
- Relevant Information Technology certifications an asset (e.g. Microsoft 365 certifications, Atlassian certifications, WTS project management courses, etc.) preferred
- University Degree Majoring in Computer Science or an Information technology field preferred

Experience:

- 4 years experience providing technical and customer support in a higher education IT environment
- 3 years experience providing technical and customer support with Western’s major WTS supported services and applications such as Identity Management, Telephony, Microsoft 365, Atlassian Jira and Confluence, LMS and CMS preferred

Knowledge, Skills & Abilities:

- In depth knowledge of commonly-used concepts, practices, and procedures to support campus wide applications including computer accounts, corporate data, email, Jira, Confluence, LMS, IDM and WCMS
- In depth knowledge and expertise with Western IDM
- In depth knowledge of VoIP telephony technologies
- In depth knowledge of Jira and Confluence
- In depth knowledge of email delivery technologies such as SPF records
- In depth knowledge of computer system administration, including computer networks, operating systems, and application software
- Ability to work independently and collaboratively in a team environment
- Seeks and shares relevant information, opinions, and judgments




- Critical thinking and discernment to assess and scope areas for improvement and an ability to offer creative solutions
- Applies new knowledge and skills to practical use on the job; furthers learning through experience in practicing new approaches and behaviors
- Strong presentation skills with demonstrated ability to conduct training sessions and instruct others
- Strong customer service skills to handle inquiries and resolve issues in a professional and timely manner
- Ability to understand customer needs and expectations and provide excellent customer service directly and indirectly to satisfy those expectations
- Ability and willingness to stay abreast of technological developments in all IDM applications
- Ability and willingness to stay abreast of technological development and adapt efficiently to emerging priorities
- Demonstrated oral and written communication skills to effectively interact with technical and non-technical users from internal contacts up to senior management
- Ability to write clear, concise procedural documentation
- Ability to build and maintain lasting relationships with other departments and key business partners
- Ability to perform duties in a professional and courteous manner and produce high quality work while meeting deadlines

Western Values Diversity

The University invites applications from all qualified individuals. Western is committed to employment equity and diversity in the workplace and welcomes applications from women, members of racialized groups/visible minorities, Indigenous persons, persons with disabilities, persons of any sexual orientation, and persons of any gender identity or gender expression.

Accommodations are available for applicants with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please contact Human Resources or phone (phone hidden).

Please Note:

This position is an existing vacancy. This position is fully in-person, on-site. We thank all applicants for their interest; however, only those chosen for an interview will be contacted.

📌 Technology Support Specialist – Help Desk (London)
🏢 Western University
📍 London