Service Desk OPS Pool (ITS)

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Department

Information Technology Services

Responsibilities

Provides support in a call center environment, which provides timely and effective customer service and resolution at first contact via phone calls, email, workflow, and online chats. Translates customer needs, ensuring appropriate submission and accurate completion of all requests that are received into the appropriate workflow. Support ranges from providing general information and assistance with workflow submissions to technical troubleshooting for the IT Services suite, including detailed desktop, application, networking (wired and wireless), account management, login issues, email, etc. Requests are fulfilled or routed to the appropriate IT provider group(s), adhering to specified guidelines utilizing the appropriate system(s).

Provides data entry and quality assurance of customer information, statistical data, and reporting to support the ITS workflow system(s) and other online systems. Creates and/or maintains documentation of procedures, literature, tip sheets, training aids, solution centers, knowledgebase, and job aids to provide continuous service improvement. Adheres to standards required to produce effective management reports to meet all established policies, processes, and service commitments.

Participates in training/testing initiatives related to new releases and/or changes to services/systems through collaboration with IT Provider Groups. Assists with testing, troubleshooting, and documentation to incorporate into Service Desk daily operations.

Participates in campaigns with the University community as needed, via phone calls and email, and web tools. These campaigns could be small in scope to include a niche group or could represent a major notification to the entire FSU student, staff, and alumni. The Service Desk is the first response for callbacks or returns emails to record the outcomes.

Other duties and special projects, as necessary.

Participates with all areas of the ITS Service Center in a team approach to provide depth of coverage.

Performs duties in compliance with ITS policies, guidelines, and processes pertaining to support requests, work orders, project management, change management, and incident management.

Qualifications

High School Graduate or equivalent and one year experience.

Must have valid FL or GA Driver's License

Preferred Qualifications

Must have at least one year of customer service experience

Must possess excellent customer service and interpersonal skills

Must have the ability to read and follow directions

Ability to communicate effectively verbally and in writing

Must be self-motivated with a strong work ethic

Must have the ability to communicate technical information to non-technical users

Helpful

Who is an ideal candidate for this position?

Driven individuals with strong customer service and time management skills.

What is a typical day in this position?

Providing front-line technical support to students, faculty, staff, retirees, and alumni through various communication channels and tools to include email, chat and telephone.

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, encourages creativity, and embraces diversity. 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 our university and campuses.

How To Apply

If qualified and interested in a specific job opening as advertised, apply to Florida State University at If you are a current FSU employee, apply via myFSU > Self Service. Applicants are required to complete the online application with all applicable information. Applications must include all work history up to ten years, and education details even if attaching a resume.

Considerations

This is an OPS/temporary job.

Based on the duties, this position may require completion of a criminal history background check.

Equal Employment Opportunity

An Equal Opportunity/Access/Affirmative Action/Pro Disabled & Veteran Employer.

FSU's Equal Opportunity Statement can be accessed at: