Service Desk Representative

Your Role on the Team

The incumbent serves as a member of the Customer Service Desk at Facilities Management, providing first-line contact with campus customers and Facilities Management personnel. Acts as key contact for problems and inquiries related to campus facilities. Uses analytical skills to determine nature of calls and exercised judgment as to urgency of request. Processes service requests into computer database, verifies accounting data, and initiates corrective action with appropriate Facilities Management personnel for problems of varying complexity concerning maintenance needs on campus.

Maintains a positive and working relationship with customers as well as with Facilities Management personnel. May be required to work outside shift times as needed for coverage of the service desk.

Required:

• Ability to use computer and accurately enter data into the database.
• Ability to perform customer service and support activities.
• Ability to listen, interpret information and take appropriate action.
• Ability to work under pressure and make good decisions during emergency situations.
• Ability to communicate in a clear manner with the public, in person, over the phone and radio.
• Ability to communicate clear, concise written and verbal information.
• Ability to multi-task, exercise judgment, prioritize and handle frequent interruptions.
• Ability to troubleshoot emergencies, define problems/coordinate solutions in a timely manner.
• Ability and willingness to be flexible to handle sudden unforeseen problems and emergencies.
• Ability to work in a team environment.
• Ability to establish and maintain effective working relationships and communicate with department staff, management and other Campus staff.
• Successful completion of Help Desk professional certificate within six months.
• High school diploma or equivalent experience.
• 1-3 years providing customer service in a fast-paced environment, including accurate data entry, effective communication, and the ability to assess situations and take appropriate action. Ability to multitask, prioritize work, exercise sound judgment under pressure, respond to emergencies, and work effectively with a diverse group of customers and colleagues.

Preferred:

• Knowledge of accounting principles, procedures and practices in order to comply with University requirements and optimize departmental finances.
• Ability to utilize automated databases, spreadsheet applications, tracking systems and maintain other automated systems and records.
• Knowledge of maintenance, operations and repair requirements in a university setting.
• Knowledge of the various University departments and their functions within the University.
• Knowledge of University Policies and Procedures.
• Dispatch experience.

• Must possess a valid California Driver License and participate in the DMV Pull Notice Program.
• Must be able to operate a Facilities Management vehicle.
• Must be able to work outside regularly scheduled shift.
• Must be able to wear PPE.

In addition to the salary range listed below, we offer a wealth of benefits to make working at UCI even more rewarding. These benefits may include medical insurance, sick and vacation time, retirement savings plans, and access to a number of discounts and perks. To learn more about compensation practices and benefits, please refer to the relevant university resources.

The University of California, Irvine (UCI) seeks to provide a safe and healthy environment for the entire UCI community. As part of this commitment, all applicants who accept an offer of employment must comply with the following conditions of employment:

• Background Check and Live Scan
• Employment Misconduct*
• Legal Right to work in the United States
• Vaccination Policies
• Smoking and Tobacco Policy
• Drug Free Environment

* Misconduct Disclosure Requirement:
As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations…