Client Support Assistant

Department:	Information Systems and Technology	Effective Date:	January 5, 2005
Grade:	USG 5/6	Reports to:	Supervisor, General Services, IST Client Services

General Accountability

Client Services staff assigned to the General Services area of the Computing Help and Information Centre (CHIP) participate in all of the services, support, training, communications and marketing responsibilities of Client Services with a particular focus on those services available in the CHIP.

Nature and Scope

The CHIP is the primary point of contact for IST clients. General Services staff are responsible for the following functions:

providing general information on the use of information systems and technology at the University of Waterloo
performing an initial assessment of the client's needs and, where necessary, directing the client to the appropriate service provider
assisting clients with the use of services in the CHIP: self-service printers, scanners, exam marking
assisting with the teaching of skill-development courses
assessing problems with client owned equipment and creating the necessary work orders for Hardware and Network services
distributing uw site licensed software
selling materials such as manuals, toner cartridges and paper
processing client applications for IST services including: dial-up services, printing, backup and archives, unix and NT.
preparation and updating of signs, printed handouts, course materials and Web pages providing information about CHIP services
preparation of bank deposits for all moneys handled in the CHIP
providing day updating password and UWDIR email entries

Senior Client Support Assistant

Senior client support assistants have more extensive technical and problem solving skills to deal with complex, non-routine problems. These problems might arise out of the use of one of the IST services (e.g. the dial-up services) and would require an in-depth knowledge of services (the technology and how it is used to provide the service) and procedures as well as a good knowledge of the client's computing environment.

Senior client support assistants take a leadership role in training and supporting junior staff and in the ongoing evolution of the service area. They identify requirements for new services and participate in the planning and implementation of changes.

Senior client support assistants actively participate in the training, communications and marketing responsibilities of Client Services. They teach courses and assist other instructors, develop and maintain Web sites, bulletin boards and printed documentation.

Statistical Data

Specific Accountabilities

Interpersonal and Communication Skills

As a client-centered service area, excellent interpersonal skills are required. General services staff frequently deal with clients who are often demanding and stressed because of problems with their computer equipment. Staff must represent other IST service areas in a diplomatic and professional manner, sensitive to the needs of the client but understanding of the priorities and commitments of the service area.

Excellent communications skills are required to understand client requirements, communicate solutions to clients in an understandable fashion and describe these requirements to other IST service providers (e.g. Hardware and Network Services). Good communications skills are required to assist clients and teach skill development seminars on how to use the various services available in the CHIP.

Technical and Problem Solving Skills

A good general understanding of the computing environment at UW is required including a knowledge of what services are provided, how they are provided and who is responsible for providing the services.

A general knowledge of supported PC/Mac environments, hardware and software is required in order to diagnose and document problems in service request forms.

Detailed knowledge is required of all CHIP service areas, including internet services, the scanner, exam marking and the processing of client service resource applications.

Working Conditions

Physical Effort:

Periodic lifting and carrying of heavy, bulky computer equipment: PCs, displays, printers.

Physical Environment:

Some ongoing background noise from printers and other equipment, multiple telephones and conversations contributing to an often hectic and distracting environment.

Sensory Requirements:

Empathy, understanding and sensitivity towards clients who are frequently stressed.

Mental Stress:

Must be able to deal with the pressure of multiple, concurrent demands for service in a fast paced, intense environment.