University of Wisconsin-River Falls
Division of Technology Services
IS Specialist (working title of Service Center Specialist)
The University of Wisconsin River Falls, a member of the University of Wisconsin System, is located in scenic west central Wisconsin, 30 miles from the multi-cultural, multi-ethnic cities of Minneapolis and St Paul. Year-round arts, cultural and recreational events are easily accessible from River Falls. UWRF's 6,100 undergraduate and graduate students pursue degrees in four colleges: Arts and Sciences, Education and Professional Studies; Agriculture, Food and Environmental Sciences; and Business and Economics.
The University provides an excellent environment for learning, emphasizing the importance of faculty-student interaction in classrooms, laboratories, academic advising, and co-curricular activities. A favorable student-faculty ratio affords opportunity for meaningful interchange between faculty and students. Strong interests in teaching, research and community service are highly valued. More information about UWRF can be found at: http://www.uwrf.edu/workhere/.
This is a highly responsible professional staff position that provides daily oversight and coordination of Tier 1 technical support for the Division of Technology Services (DoTS). Our service management is a customer-focused approach to delivering IT services and providing a value to our campus users. The scope of this position encompasses all Tier 1 support, daily operations and services for all customers affiliated with the University of Wisconsin – River Falls.
This position is within the Professional Services (PS) department within the Division of Technology Services. This department is responsible for Tier 1 technical support in addition to service management and project management for the Division. The DoTS Service Center provides a single point of contact to campus to support a wide range of information technology services. The Service Center’s scope encompasses technology support via phone, email, chat and walk-up for all DoTS supported products, services and systems. This position coordinates daily operations for the first point of contact, customer-facing aspects of the Division of Technology Services.
Typical hours are 7:45 AM – 4:30 PM Monday through Friday with additional availability necessary dependent on fluctuations in support demand throughout the academic year and support needs outside of regular hours.
Specific Duties and Responsibilities:
Oversight of Tier 1 Daily Technical Support Operations and Support Delivery
a) Manage and configure the ticket application for all service requests, incidents and changes including management of the service catalog, knowledgebase, and customer home page configurations.
b) Provide quality assurance for incidents and service request tickets for accuracy, timeliness, thoroughness of communication and verification of resolution.
c) Verify appropriate coverage levels during operational hours for all tier 1 support operations.
d) Work with the Professional Services Manager on campus-wide DoTS related communication and marketing of services.
e) Organize the student employee recruitment and hiring process for Tier 1 support technicians in conjunction with other student supervisors in the Division of Technology Services.
f) Effectively plan for student employee turnover and recommend student promotion paths. Observe, plan and adjust student staffing levels accordingly.
g) Provide personnel reviews for Tier 1 student staff. Ensure student employee work rules, policies and procedures are followed and administer employment disciplinary procedures as needed for student employees in Tier 1 support positions.
h) Implement incident and service request quality assurance programs and metrics for all Tier 1 support requests.
i) Maintain standard daily operating procedures and knowledge base documentation for Tier 1 support.
j) Ensure operational readiness of all customer support systems used to provide Tier 1 technical support.
k) Document and collect phone system metrics and maintain call quality monitoring procedures and processes.
l) Ensure that work areas in all Tier 1 support spaces are kept clean and orderly to provide for a welcoming, professional and safe environment.
Tier 1 Student Staff Supervision and Training
a) Coordinate the Division of Technology Service’s student employee training program and workplace orientation program.
b) Responsible for student time entry verification and approval.
c) Provide training to Service Desk staff when services are changed or implemented in order to provide effective technology support to campus.
d) Provide feedback on process improvement for Tier 1 standardized service delivery policies and procedures. Ensure that Tier 1 service delivery is provided in a consistent and high quality manner.
e) Understand and apply information security best practices.
f) Manage workflow, communication and status updates as a customer advocate assuring technical problems are resolved.
g) Maintain customer service and response as outlined in service level agreements for all Tier 1 incidents and service requests.
h) Provide exceptional customer service by communicating and collaborating with University constituents in an effective timely manner.
i) Review technical support incidents and service requests to identify service improvement areas and trends. Investigate support trends to determine if events are related and escalate trend information to the Professional Services Manager to feel into Problem Management.
j) Identify and suggest technology related customer training, communication and education topics.
k) Regularly communicate incident trends and resolution, service request fulfillment, and daily activities of the Tier 1 support group to the Professional Services Manager.
l) Coordinate and present at the summer student registration, campus tours, career fairs and orientation programs with regards to technology services and student technology jobs available at UWRF.
m) Monitor the annual student employment expense budget as related to staffing for front-line technical support.
n) Review monthly budget reconciliation student payroll reports. Provide analysis as needed to explain payroll expenses and trends and adjust as necessary.
Professional Development Applicable to Job Functions
a) Develop and maintain a high level of technical familiarity with all products and services supported at UWRF.
b) Maintain a baseline of knowledge in IT Service Management/ITIL industry best practices by reading, attending training, conferences or workshops.
c) Enhance the Professional Services team by providing professional development, quality assurance programs and training plans for the Service Center operations.
d) Develop and maintain familiarity with technical support and service center industry trends regarding best practices, operating processes, and technologies.