IT Service Desk Operator
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About The Position
The IT Service Desk Operator (SDO) is the first point of contact to properly document, report and potentially resolve all technology related issues for all users requiring technical assistance and support for a wide range of IT-related issues. The SDO troubleshoots, resolves, and escalates technical problems, through our Ticket Management system, ensuring a smooth and efficient resolution process. The SDO position works as part of a team located on Metropolitan Campus and functions largely with daily direct supervision. The SDO will handle incoming tickets sent via the University's Ticketing portal, the Service Desk email account or by calls not handled via the university's virtual assistant. The SDO will be trained on various systems that will enable them to resolve many tickets and will properly escalate higher level issues to other members of the IT organization. This position reports to the Director of IT Computing Services and receives directions and oversight of daily duties from the IT Services Desk Supervisor.
