Service Desk Specialist

Job Title:

Service Desk Specialist I

Location:

USO-Shared Services Center

Regular/Temporary:
Regular

Full/Part Time:
Full-Time

Job

The University System of Georgia (USG) is comprised of 25 higher education institutions as well as the University System Office (USO). Within the USO, our administrative operations are primarily housed in the Trinity Washington Building located in downtown Atlanta. Our Information Technology Services (ITS) division is located in Athens. The University System of Georgia Shared Services Center (SSC) is located in Sandersville.

The Georgia Public Library System is located in Atlanta. The Georgia Archives is located in Morrow. The State of Georgia Records Center is located in Austell.

Shared Services Center (SSC) - 1005 George J Lyons Pkwy Sandersville, GA 31082

The USG Service Desk Specialist I is a non-exempt, full-time position within the USG Shared Services Center, located in Sandersville, GA, supporting 26 University System of Georgia institutions and the Board of Regents. Reporting to the USG Service Desk Supervisor, this role is responsible for delivering high-quality customer support across a range of areas, including human capital management systems (such as payroll, benefits, and HR), policy and procedural guidance for employees and retirees, and application assistance for prospective USG employees.

Additionally, the Specialist I ensures exceptional service for USG's enterprise products, technologies, and services.

• Serves as frontline support and issue resolution for all active and former USG employees, institutional practitioners, applicants, USG products, technologies and services.
• Supports the centralized payroll processing workflow by maintaining a smooth support structure, promptly addressing and resolving issues as appropriate, and escalating complex matters to the internal Centralized Payroll Processing team when necessary.
• Researches, troubleshoots, and analyzes incoming requests/inquiries, ensuring all necessary information is documented in the case management system, striving to resolve at the Tier 1 level, exhausting all resources including, USG Policies and Procedures, Knowledgebase, Institution Specific Guidelines. If escalation is required, partners with Subject Matter Experts, institutional practitioners, third-party vendors, and/or Service Desk to reach a resolution in a timely manner.
• Professionally handles personal, confidential, and sensitive information by abiding by all USG Policies and Procedures, including Customer Verification to ensure the protection of all USG employees, retirees, and applicants. Also, responsible for identifying, reporting and the redaction of any information deemed sensitive within the case management system.
• Multi-tasks through various databases/applications in order to troubleshoot the customer's issue or inquiry in a timely manner.
• Research and triages incoming issues determining the appropriate method of tracking within multiple modules of our Case Management system (incident, request, problem or iTask).
• Provides recommendations to Service Desk management and/or SSC team members promoting continuous process improvement.
• Responsible for monitoring software interfaces that indicate the status of key Enterprise production services and products.
• Provides proactive/reactive communications and diagnostic information related to networks, services, servers, urgent/production down, and/or business interruption events.
• Works closely in collaboration with third party vendors communicating information regarding service interruptions and/or outages to USG end-users.
• Recognizes and promptly escalates issues deemed urgent or critical in adherence to USG Service Level Guidelines.
• Logs, tracks, updates, and resolves network abuse incidences.
• Identifies trends and/or challenges and provides recommendations to Service Desk Management and other supported areas promoting continuous process improvement.
• Provides customer support via virtual chat and live agent platform, ensuring prompt and efficient service delivery.
• Adheres to an assigned work schedule to ensure adequate Service Desk coverage.
• Cross-trains…