Service Desk Representative

Job Title

Service Desk Representative I

UNG-Dahlonega, GA

Regular

Full-Time

299559

The University of North Georgia is accepting applications for a Service Desk Representative I. 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, detail 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 address concerns professionally and promptly.
• Follow established troubleshooting methodologies and procedures. Establish professional relationships with customers. Keep records of all conversations in the chosen ITSM utility. Work 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, FAQs, reports, maintenance of online service catalog and social media engagement. Provide first contact user assistance to faculty, staff, and students.
• Pursue professional development in IT as it relates to the position through 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.
• Strong time management and decision-making skills.
• Customer-focused and adaptable to different personality types.
• Ability to multi-task, set priorities and manage time effectively.

• Associate’s Degree required.
• Ability to lift 50 lbs.
• One year of previous customer service and one year of general IT experience including troubleshooting and problem resolution or an equivalent combination of education and experience required.

• ITIL or A+ certificate preferred.

The proposed salary is: $19.72–$21.69 per hour.

• Resume
• Cover Letter
• Unofficial Transcripts
• Contact Information for Three Professional References

The University of North Georgia, a unit of the University System of Georgia, is an affirmative action/equal opportunity employer and does not discriminate on the basis of race, color, gender, sex, national origin, age, disability, religion, genetics or veteran status. Georgia is an open records state. Also, UNG is a federal contractor and desires priority referrals of protected veterans.