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.

Manage large amounts of inbound and outbound calls, walk-in support, or email correspondence in a timely manner. Respond to first-tier critical field calls on a rotating schedule. Identify customers’ needs as they relate to IT, clarify information, and escalate information in a timely and professional manner. Follow established troubleshooting methodologies and procedures. Establish professional relationships with customers. Keep records of all conversations in the chosen ITSM utility.

Works closely with all units of IT, to ensure continuity of best practices and support methods among the campus community. Identify training opportunities and assist with knowledge base documentation, FAQ's, reports, maintenance of online service catalog and social media engagement. Provides first contact user assistance to faculty, staff, and students. Pursue professional development in IT as it relates to your position by way of higher education, technical and communications training, and industry recognized certifications.

Other duties as assigned.

Knowledge of ITIL standards for service delivery, service management, and support. Knowledge of incident management and problem management. Knowledge of Windows and Macintosh operating systems and peripheral installation and support. Knowledge of PC networking in a Windows environment. Knowledge of desktop/laptop/mobile systems and remote support. Strong verbal communication and active listening skills. Customer focused and adaptability to different personality types. Strong time management and decision making skills.

Ability to multi-task, set priorities and manage time effectively. Ability to lift 50 lbs.

Associates Degree required. One year of previous customer service and one year of general IT experiencing including trouble-shooting and problem resolution or an equivalent combination of education and experience required.

ITIL or A+ certificate preferred

The proposed salary range is: $19.72-$21.69 hour.

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