Key Job Elements:
Respond to requests for assistance across all channels (phone, email, ticket, chat) in a professional and friendly manner and direct requests and reservations, route inquiries, issue work orders, and establish ticket priorities for staff, local institutional administrative and classroom needs. All requests are properly processed, followed up on as required anddocumented accurately within acceptable timeframes, as established by department expectations, as well as, documented accurately and in accordance with quality standards.
Meets and maintains all relevant KPIs associated with role.
Maintains positive relationship with and between individual users, all user groups, other IT teams and peers within CS IT Service Desk.
As required, maintains all Service Desk tickets with related logs, Service Desk files and related Service Desk information, including databases, inventories, schedules, policies and procedures as necessary. All contacts and processed requests are documented accurately using Heat tickets in referencing, escalating, assigning, forwarding, and follow-up on specificcall tickets for all users.
Uses Service Desk equipment such as desktop computer, peripheral devices, telephony equipment, printer, copiers, fax machines, and bar code scanners. Tracks any relevant expenses for the Service Desk and submits for payment. May be responsible for ordering and maintaining supplies as necessary for the Service Desk as required.Acquires and applies specialized knowledge of the functional area within which job is performed, e.g. Service Desk specific software; Siemens/AVAYA phone software; workforce management or call monitoring software; Knowledge Basesoftware, business software including MS Windows and Office XP, including Access, Excel, PowerPoint, and Outlook; Apple OSX, all other operational network applications such as Exchange, OLS, CARS, Lawson, Campus Vue, and Hyperion; as well as, Tier 1 service support, hardware troubleshooting for desktop computers, printers, and peripherals.
Acquires and applies relevant knowledge of concepts related to broader role function, e.g. ITIL Foundations, customer service, knowledge centered support, HDI concepts, documentation and communication. Acquires awareness of organizational structures within Service Desk and externally in terms of reporting relationships and job duties of other staff within the Technology Department.Performs or assists with special projects as assigned such as: report analysis, data entry, collation of large documents,data checking, training general administrative staff on the Service Desk, applications or policies; performing inventoryaudits, deployments of equipment, etc and taking responsibility for outcomes of such projects.Other duties as assigned.
Job Requirements (Knowledge, Skills and Abilities):
a) Minimum Associates degree or technical institute degree/certificate in Computer Science, Information Systems,
Business Administration, or other related field required Bachelor’s degree a plus.
b) 0-2 years of solid experience providing call center support in a fast paced environment preferably in a post-secondary
c) Experience with ITIL Foundations a plus.
d) HDI support analyst certification a plus.
a) Excellent written and verbal communication skills.
b) Strong interpersonal skills with any type of user, client or partner.
c) Superior organization, prioritization, self-motivation, and problem resolution skills.
d) Personal computing skills: proficiency regarding Internet concepts and Microsoft Office, including Word, Excel, Access, PowerPoint, and Outlook.
e) Previous experience using call center specific tools and tracking software.
a) Ability to analyze incidents or service requests and recommend solutions.
b) Ability to interact effectively as a member of a team and work collaboratively with other departments. Leadership qualities a plus.
c) Ability to actively listen to customers (e.g. students, staff, etc.) and to understand and respond positively to their requests.
d) Ability to work without close supervision and to set job related priorities.
e) Ability to occasionally lift up to 25 pounds and lift up to 50 pounds with assistance.