Service Desk Representative

Job Title: Service Desk Representative Location: Tallahassee, FL Regular/Temporary: Regular Full/Part Time: Full-Time Job ID: 63654 Department This position is within FSU’s Department of Information Technology Services (ITS) Responsibilities 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. This position helps ensure that ITS support and service requests are properly managed by ITS service providers and their staff. 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. Qualifications High school diploma or equivalency and two years' experience or a combination of post high school or education and experience equal to two years. Preferred Qualifications Experience working in a Call Center environment. Exceptional attendance record, great time management skills and a self-starter. Helpful Who is an ideal candidate for this position? Excellent customer service skills, dependable, enjoys working in a fast-paced team environment, and exceeds expectations. What is a typical day in this position? Interacting with FSU constituents via multiple contact channels. Resolving service requests and incidents via a ticketing system. Reviewing support procedures for relevancy and accuracy. What can I expect in the first 60-90 days? Training on various service offerings, familiarization of support procedures and documentation used by the Service Desk. University Information One of the nation's elite research universities, Florida State University preserves, expands, and disseminates knowledge in the sciences, technology, arts, humanities, and professions, while embracing a philosophy of learning strongly rooted in the traditions of the liberal arts and critical thinking. Founded in 1851, Florida State University is the oldest continuous site of higher education in Florida. FSU is a community steeped in tradition that fosters research and encourages creativity. At FSU, there’s the excitement of being part of a vibrant academic and professional community, surrounded by people whose ideas are shaping tomorrow’s news! Learn more about Florida State University and our campuses. FSU Total Rewards FSU offers a robust Total Rewards package. Visit our FSU Total Rewards website to learn more about our Compensation, Benefits, Wellness, Recognition, and Employee Development programs. Use our FSU Total Compensation Calculator to calculate Total Compensation options based on potential salary, benefits and retirement contributions, earned leave, and other employment-related perks. Veterans' Preference Certain service members and veterans, and the spouses and family members of such service members and veterans, Certain service members and veterans, and the spouses and family members of such service members and veterans, receive preference and priority, and certain service members may be eligible to receive waivers for post secondary educational requirements, in employment by the state and its political subdivisions and are encouraged to apply for the positions being filled. Veterans' Preference applies to University Support Personnel System (USPS) positions only. IMPORTANT: To claim Veterans' Preference, select “yes” to the question on the application questionnaire and upload a DD-214 (or equivalent), the Veterans' Preference Certification form, and other documentation if applicable with your online application before midnight of the position closing date. Click the links for Veterans’ Preference eligibility requirements and Veterans’ Preference required documentation (PDF), or call FSU Human Resources at View phone number on click.appcast.io. Considerations This is an USPS (University Support Personnel System) position. This position requires successful completion of a criminal history background check. Equal Employment Opportunity FSU is an Equal Employment Opportunity Employer. #J-18808-Ljbffr Florida State University