Learning Support Dispatch

This position is a part of the Non-Academic Staff Association (NASA).

This position offers a comprehensive benefits package which can be viewed on our Benefits Overview page .

Location: This role is hybrid with a mix of remote and in-person and work takes place at North Campus Edmonton.

Working for the University of Alberta 

The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Métis, Inuit and all First Peoples of Canada, whose presence continues to enrich our vibrant community.

The University of Alberta is teeming with change makers, community builders, and world shapers who lead with purpose each and every day. We are home to more than 40,000 students in 200+ undergraduate and 500+ graduate programs, over 13,000 faculty and staff, 260,000 alumni worldwide and have been recognized as one of Canada’s Greenest Employers for over a decade.

Your work will have a meaningful influence on a fascinating cross section of people—from our students and stakeholders, to our renowned researchers and innovators who are quite literally curing diseases, making discoveries and generating solutions that make the world healthier, safer, stronger, and more just.

Department/Faculty Summary

The Digital Learning Environment portfolio was created within IST to help enhance how IST supports teaching and learning within the University of Alberta. To support that the Learning Space Support team was created within that portfolio. This team provides all of the support for both the central and departmental learning spaces that were distributed across the Client Support teams within IST and combines it into one area of responsibility. Additionally this team takes on additional support work to train and support instructors on the classroom technologies.

Position Summary

The University of Alberta is looking for a Learning Support Dispatch to join the Learning Space Support team.

Reporting to a Team Lead of Learning Space Support (LSS) within the Digital Learning Environment (DLE) portfolio, this position acts as a first point of contact for technology related issues or failures in computer labs, classrooms, and meeting space across the University. This includes intaking calls through a team line, assessing all incoming tickets, gathering any required information, and addressing remotely or dispatching a LSS team member to investigate. The position will also be responsible for escalating tickets to the LSS team, Learning Space OS & Applications team, or Learning Space Audio/Visual & Technology team as required. Additionally, this role assesses current workload of LSS team members, and assigns high priority tickets appropriately to minimize response time. They are responsible for supporting all aspects of technology within the classroom environment. This includes informing the instructor on the technology and software available to them and supporting them in meeting their pedagogical requirements. The services include support for classroom audio-visual technology, web conferencing, lab and classroom software support and the use of technology within these spaces.

Duties

• Learning Support Dispatch processes 500 interactions (average) 1,000 (peak) per month from clients by phone, and tickets from Service Desk regarding problems in Learning Spaces; focusing on completing the interaction and dispatching or escalating requests to the appropriate teams if necessary
• Takes ownership of all incoming interactions, escalating more complex interactions if required, and following the interaction through to resolution to gain knowledge where appropriate
• Prioritize and categorize all incoming interactions and escalate more complex interactions to the appropriate support teams for resolution
• Creates and updates documentation and records effort and activities using various ITSM tools
• Provide remote support for A/V IT equipment in IST Smart Classrooms and other A/V IT-enabled learning, research, and administrative rooms; escalating issues requiring onsite support to Learning Space Support Analysts
• Support for various platforms and operating systems, including Mac, Windows, and Linux
• Support for various mobile devices, including Apple iOS, Android
• Assists clients in setting up, configuring, troubleshooting, and provide training for Zoom and Zoom Webinars
• Track current workloads of team members
• Assign high priority incident tickets, accounting for current availability
• Identify recurring issues, both on a large scale and individual spaces
• Communicate technical information or information on IST services in an accessible way
• Continually assess the priority of work tasks and be able to shift focus appropriately depending on the need
• Communicate effectively with clients during IT service disruption; this would involve maintaining calm demeanor, clearly articulating the problem, providing service restoration estimates, and managing client expectations
• Be able to deal with difficult interactions by understanding, empathizing, and communicating intent to help
• Understands work functions and liaises with other University IT service units including Faculty contacts, Shared Services, Facilities & Operations, and the Registrar’s Office
• Understands work functions and liaises with external IT provides such as Alberta Health Services (AHS)

Minimum Qualifications

• Diploma in the area of media, design, theatre production, radio/television, and/or IT
• 1-2 years of experience as technical support on a service desk or call center
• IT Infrastructure Library (ITIL) Foundations v3 Certification an asset
• Demonstrated analytical and diagnostic skills
• Intermediate to advanced technical knowledge of web and video conferencing systems
• Excellent customer service skills
• Excellent communication (oral and written), problem solving, analytical, and time management skills
• Empathetic and intuitive listening skills
• Be able to deal with change and ambiguity

Preferred Qualifications

• Ability to converse in multiple languages would be an asset

Note: Online applications are accepted until midnight Mountain Standard Time of the closing date.

We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.