Help Desk Facilities Assistant

at  Toronto Metropolitan University

Department: Facilities Management and Development (FMD)
Position supervisor: Facilities Services Supervisor
Contract length: Three (3) months
Hours of work per week: 36.25, Monday to Friday, 8am to 4pm
Position type: Full-time temporary
Rate of pay: $29.60/ hour – $32.35/ hour
About Toronto Metropolitan University (formerly Ryerson University)
At the intersection of mind and action, Toronto Metropolitan University is on a transformative path to become Canada’s leading comprehensive innovation university. Integral to this path is the placement of equity, diversity and inclusion as fundamental to our institutional culture. Our current academic plan outlines each as core values and we work to embed them in all that we do.
Toronto Metropolitan University welcomes those who have demonstrated a commitment to upholding the values of equity, diversity, and inclusion and will assist us to expand our capacity for diversity in the broadest sense. In addition, to correct the conditions of disadvantage in employment in Canada, we encourage applications from members of groups that have been historically disadvantaged and marginalized, including First Nations, Metis and Inuit peoples, Indigenous peoples of North America, racialized persons, persons with disabilities, and those who identify as women and/or 2SLGBTQ+. Please note that all qualified candidates are encouraged to apply; however, applications from Canadians and permanent residents will be given priority.
As an employer, we are working towards a people first culture and are proud to have been selected as one of Canada’s Best Diversity Employers and a Greater Toronto’s Top Employer for 2015, 2016, 2017 and 2018.
The opportunity
Job summary
Are you passionate about service excellence? Are you a bold customer service and administrative professional looking to support students in getting a world class education at a University which values Equity Diversity and Inclusion? TMU is looking for a temporary Help Desk Facilities Assistant. Read on if this sounds like you!
The Help Desk Facilities Assistant provides front-line customer service and troubleshooting support to the Toronto Metropolitan University (TMU) community via telephone, e-mail, in-person, and other mediums as appropriate, with respect to all building, operating and maintenance related matters. Performs a range of administrative tasks in support of the department, such as reception, database management, electronic document filing, scheduling of work, preparing work requests, generating reports, etc.
Job responsibilities

Here are some of the things you will be doing in this role:

• Provides front-line client service for the department
• Provides efficient and effective front-line customer service and troubleshooting support to the TMU community using various methods such as telephone, e-mail and google form submission with respect to all building, operating and maintenance related matters.
• Maintains the department’s computerized maintenance management system (CMMS). Inputs service request information into the software and generates work requests for Facilities Services staff. Verbally transfers work requests of an immediate nature by telephone and radio to the appropriate Supervisor or lead hand.
• Logs, updates and requests services for elevating device issues across campus. Liaises and coordinates directly with elevator/escalator maintenance providers to have incoming issues addressed quickly.
• Works in a team setting ensuring complete support coverage and continuity of service through cooperation with coworkers.
• Triages all FMD inquiries and redirects customers to the appropriate service line within the department. Uses standard operating procedures to ensure that all inquiries are directed to the appropriate person.
• Provides first level administrative support
• Creates, generates and updates simple reports, presentations, documents and other correspondence as assigned, using known sources of data.
• Monitors office supplies inventory and makes requests for replenishment; reconciles billings/charges for office operations as necessary.
• Assist with coordinating the scheduling of Facilities services work. Examples include event setups, painting requests, and large cleaning assignments.
• Assigns straightforward tasks and trains on standard processes and operating procedures.
• Maintains internal procedures for file and information storage
• Maintains internal office systems to ensure efficient recording, storage and retrieval of departmental information and files.
• Collaborates with Ryerson Security to assist with maintaining a clean and safe environment for students, staff and faculty.

Qualifications

• Completion of a post-secondary certificate program in office administration, business administration or a related field.
• Minimum of 2 years in a similar, front facing, customer service help desk position.
• Experience in Microsoft Office, Google Suite, CMMS, report preparation, office procedures/practices, scheduling and event coordination.
• Experience in customer service or administrative support, preferably in a facilities management environment.
• Organizational and administrative skills.
• Demonstrated knowledge of CMMS, word processing programs, Google Suite applications as well as administrative, client service, oral and written communication, prioritization, and time management skills.
• Basic knowledge of Facilities Services
• Superior customer service and interpersonal skills

How to apply
Please send your resume to angelina.benitez@torontomu.ca with the position title in the subject line.

Toronto Metropolitan University’s commitment to equity, diversity and inclusion

• We encourage all First Nations, Metis and Inuit peoples or Indigenous peoples of North America, to self-identify in their applications. If you are an Indigenous applicant and require support during the recruitment process, please reach out to James McKay, Indigenous HR Lead at james13@torontomu.ca.
• Toronto Metropolitan University is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA), and aims to ensure that independence, dignity, integration and equality of opportunity are embedded in all aspects of the university culture.
• We will provide an accessible experience for applicants, students, employees, and members of the Toronto Metropolitan University community. We are committed to providing an inclusive and barrier-free work environment, starting with the recruitment process. If you have restrictions that need to be accommodated to fully participate in any phase of the recruitment process,please reach out to Human Resources:
• Current employees can contact HR by logging into AskHR to submit a request.
• External candidates who do not have TMU login credentials can contact HR by visiting torontomu.ca/human-resources/askhr/.
• All information received in relation to accommodation will be kept confidential.

• Provides front-line client service for the department
• Provides efficient and effective front-line customer service and troubleshooting support to the TMU community using various methods such as telephone, e-mail and google form submission with respect to all building, operating and maintenance related matters.
• Maintains the department’s computerized maintenance management system (CMMS). Inputs service request information into the software and generates work requests for Facilities Services staff. Verbally transfers work requests of an immediate nature by telephone and radio to the appropriate Supervisor or lead hand.
• Logs, updates and requests services for elevating device issues across campus. Liaises and coordinates directly with elevator/escalator maintenance providers to have incoming issues addressed quickly.
• Works in a team setting ensuring complete support coverage and continuity of service through cooperation with coworkers.
• Triages all FMD inquiries and redirects customers to the appropriate service line within the department. Uses standard operating procedures to ensure that all inquiries are directed to the appropriate person.
• Provides first level administrative support
• Creates, generates and updates simple reports, presentations, documents and other correspondence as assigned, using known sources of data.
• Monitors office supplies inventory and makes requests for replenishment; reconciles billings/charges for office operations as necessary.
• Assist with coordinating the scheduling of Facilities services work. Examples include event setups, painting requests, and large cleaning assignments.
• Assigns straightforward tasks and trains on standard processes and operating procedures.
• Maintains internal procedures for file and information storage
• Maintains internal office systems to ensure efficient recording, storage and retrieval of departmental information and files.
• Collaborates with Ryerson Security to assist with maintaining a clean and safe environment for students, staff and faculty