Work Order Desk Clerk

Location

Guelph, ON, CA, N1G 2W1

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Primary Category Page: Staff and Management

Division: Physical Resources

Requisition ID: 2611

Department: PR Business Operations

Position covered by the Collective Agreement with USW Local 4120

Number of Positions: 1

If you are a current employee of the University of Guelph you must apply on the internal Career Page in order to be considered as an internal applicant.

Career Opportunities (sapsf.com)

General Purpose

Reporting to the Client Services Coordinator, the Work Order Desk Clerk serves as the primary point of contact for facilities-related issues and service requests across the University of Guelph campus. As the front-line operational hub for Physical Resources, this position supports the safe and efficient operation of academic, research, residential, administrative, and critical infrastructure facilities.

Acting as the first point of contact for campus users reporting facilities issues or making inquiries, the Work Order Desk Clerk must be an active listener who can gather critical information, assess urgency, identify potential impacts, and determine the appropriate response. Operating in a fast-paced, high-volume environment, the role requires sound judgement, strong organizational skills, excellent memory and attention to detail, and the ability to think on their feet while managing multiple competing priorities simultaneously. The position plays a key role in supporting research activities, teaching operations, student experience, and campus safety through the effective coordination and triaging of service requests.

Duties and Responsibilities

Provide exceptional front-line customer service to students, faculty, staff, researchers, contractors, and members of the public. Manage a high-volume of incoming emails, calls, alarms, and service requests in a fast-paced environment

Efficiently and effectively receive, assess, prioritize, and coordinate responses to facilities-related issues received through:

Work order desk calls

Emergency line calls

Work request emails

Police sheets

Residence desk service requests and work orders

Online work orders

Automated alarms and notifications

Document issues in Physical Resources’ maintenance management system, determining the level of priority, assigning the appropriate trade(s) or service(s), and whether the costs should be allocated to Physical Resources’ operating budgets or to a client’s funding source.

Exercise sound judgement in responding to urgent and time-sensitive situations that may impact research activities, classroom operations, student residences, building systems, accessibility, or campus safety.

Contact third-party vendors with established contracts to set up repairs as required (for example, elevator contractor).

Prepare and distribute work disruption notices, emergency shut down notifications, and other operational communications.

Transfer, update and close work orders within Megamation system.

Monitor and respond to freezer temperature alarms and other critical alerts.

Work in close collaboration with Physical Resources department managers, lead hands, trades staff, and contractors to ensure work order requests are appropriately triaged and communicated in a timely manner.

Utilize excellent judgement, strong analytical, organizational, and problem-solving skills to manage multiple priorities and complex problems that arise including emergency situations.

Perform other duties as assigned.

Requirements

A two-year community college diploma in business administration or related field of study or an equivalent combination of education and experience

Intermediate knowledge and experience with Microsoft Office applications

Superior customer service, communication and interpersonal skills

Demonstrated strong organizational, analytical, and problem-solving ability

Demonstrated ability to

remain calm under pressure while managing multiple competing priorities in a fast-paced environment

assess the urgency and operational impact of requests and determine appropriate response actions

work independently while contributing positively within a team environment

exercise professionalism, tact, diplomacy, and sound judgement

What will give you the edge?

Experience working with databases and a computerized maintenance management system (CMMS)

Knowledge of building systems, facilities operations, maintenance trades, or operational dispatch environments

Experience working in fast-paced customer service roles, dispatch, operations, or emergency response environment

Familiarity with the University campus and Physical Resources operations

Employee Type: Regular

Position Number: 10836014

Classification: USW, Local 4120 Salary: Band 3

USW Local 4120 Wage Grid

At the University of Guelph, fostering a culture of inclusion is an institutional imperative. The University invites and encourages applications from all qualified individuals, including from groups that are traditionally underrepresented in employment, who may contribute to further diversification of our Institution.

Posting Date: 06/26/2026

Closing Date: 07/03/2026