Service Desk Representative

Service Desk Representative

The Service Desk Representative works closely with all areas of UNG IT in providing fast, friendly, dependable and customer-oriented services to support users of technology in every aspect of university life  Service Desk Representative is responsible for brokering IT services with other IT units to ensure continuity of best practices and support methods and assists in maintaining various communication channels. The Service Desk Representative may handle a high volume of walk-in, email, or inbound or outbound calls, while speaking with, listening to, and creating a positive outcome for all customers.

Service Desk Representatives follow standard operating procedures to assist customers with inquiries, requests, and technology difficulties, based on ITIL best practices. The successful Service Desk Representative will be customer-focused, detailed oriented, and operate efficiently. Additionally, the representative will be polite, reliable, knowledgeable in areas of IT and University operations, and adaptable.