Service Desk Associate

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

This position has a term length of 18 months and offers a comprehensive benefits package which can be viewed on our Benefits Overview page.

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.

Position

Are you passionate about delivering exceptional customer service and supporting the university community? Do you thrive in a dynamic, people-focused role? If so, we have an exciting opportunity for you! Residence Services is seeking a dedicated and enthusiastic Service Desk Associate (SDA) to join our team.

At Residence Services, we believe in providing an outstanding living experience for our students and guests. Our Service Desk Associates are at the forefront of this mission, serving as ambassadors for our university and residence communities. This role plays a vital part in ensuring the satisfaction and success of our residents, guests, prospective students, and staff.

A Service Desk Associate may work non-standard office hours to support Service Desk operations, with Service Desks being open up to seven days per week (Sunday to Saturday) and up to 16 hours per day (7 am to 11 pm). Shifts may be assigned at any Service Desk, which are located in multiple residence buildings on North Campus. Given the nature of our work in housing, the role may be subject to overtime during peak periods of the year.

As a Service Desk Associate, you will:

• Deliver excellent customer service through various communication channels, including in-person, phone, email, social media, Google Chat, and chatbot interactions.
• Represent the university and department during daily interactions, special events, and facility tours for residents, guests, prospective students, and staff; ensuring a professional image at all times.
• Assist residents, guests, and staff in troubleshooting issues and directing problems to the appropriate department for resolution.
• Respond to and resolve challenging situations; providing support, leadership and guidance to Service Assistants in managing difficult customer interactions and escalating matters when necessary.
• Work with a computer database information system for resident and guest records.
• Assist in processing residence applications and guest reservations.
• Conducts a number of occupancy services, including check-ins and check-outs, key inventory, key exchanges, card access, move-in packages, and mail processing.
• Performs administrative, security, and financial tasks, including payments, room bookings, financial reconciles, filing, and Service Desk security. Stay informed about residence and accommodations policies, procedures, and relevant information.
• Maintain and update knowledge resources, including staff wikis and chatbot information.
• Cultivate positive relationships with department partners and stakeholders.
• Stay attuned to campus community events and services to effectively support inquiries.
• Manage office supplies and deliveries.
• Maintain professional image, displays, and resources at the Service Desks.
• Support the hiring, training, and onboarding of Service Desk staff.

Minimum Qualifications

• High school diploma is required
• Training in customer service is required
• Must have excellent skills in public relations and customer service, along with the ability to problem solve and constructively address conflict
• Strong skills in administration, organization, time management, and managing multiple tasks and priorities
• Proven proactive self-starter
• Adaptable, agile, and technologically savvy; advanced capability with MS Office Suite and Google Suite is desirable
• Be flexible in accommodating a varied work schedule (as mentioned above), that may include overtime during peak periods, at multiple Service Desks on North Campus

Preferred Qualifications

• Certification or post-secondary education in customer service, hospitality, student services, or a related field
• Familiarity with the RTA and University of Alberta policies and procedures would be an asset