Service Desk Representative
About The Position
This position is within FSU's Department of Information Technology Services (ITS) This Position is the first line of contact in the Technology Service & Support/Technology Services Help Desk Section for technical support on FSU Campus for Students, Faculty, and Staff and constituents of the University when associated with requesting and receiving support for technologies provided by ITS. The ITS Service Desk is FSU's centralized support for IT Services for providing general information, supporting the FSU ticketing system, and for the IT work order system and Directory assistance overflow. This position serves as a Team Lead for the Information Technology Services (ITS) tier one, level two unit of the Service Desk. Responsible for providing guidance to the tier one, level two team with managing and resolving customer requests in a timely and effective manner. Provides direct support in a call center environment, providing phone coverage, basic troubleshooting, call routing, ticket entry/processing, ticket escalation, customer and client satisfaction and follow-up calls and email. Provides quality assurance of data entry, customer information, statistical data, and reporting to support the ITS workflow systems, FSU website(s), informational knowledgebases, departmental directory and other online systems. Assists with testing, troubleshooting, documentation, training aids and customer support for outages, daily operations, changes to and/or implementation of new systems, procedures, processes, and/or special events. This can include creation, edits, proofreading and other administrative functions related to procedures, processes, printed literature, web site pages, and knowledgebase information. Perform related duties as required.
Requirements
- High school diploma or equivalency and two years' experience or a combination of post high school education and experience equal to two years.
Nice To Haves
- Experience working in a Call Center environment.
- Exceptional attendance record, great time management skills and a self-starter.
Responsibilities
- Providing guidance to the tier one, level two team with managing and resolving customer requests in a timely and effective manner.
- Providing direct support in a call center environment, providing phone coverage, basic troubleshooting, call routing, ticket entry/processing, ticket escalation, customer and client satisfaction and follow-up calls and email.
- Providing quality assurance of data entry, customer information, statistical data, and reporting to support the ITS workflow systems, FSU website(s), informational knowledgebases, departmental directory and other online systems.
- Assisting with testing, troubleshooting, documentation, training aids and customer support for outages, daily operations, changes to and/or implementation of new systems, procedures, processes, and/or special events.
- Perform related duties as required.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Industry
Educational Services
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
