Service Desk Representative

Who We Are

Founded in 1965, UC Irvine is a member of the prestigious Association of American Universities and is ranked among the nation's top 10 public universities by U.S. News & World Report. The campus has produced five Nobel laureates and is known for its academic achievement, premier research, innovation and anteater mascot. Led by Chancellor Howard Gillman, UC Irvine has more than 36,000 students and offers 224 degree programs. It's located in one of the world's safest and most economically vibrant communities and is Orange County's second-largest employer, contributing $7 billion annually to the local economy and $8 billion statewide.

To learn more about UC Irvine, visit

The Division of Finance and Administration (DFA) provides services and support to over 50,000 students, faculty, and staff with the mission of advancing UCI's brilliant future and the vision of becoming world-class campus partners. DFA serves the university as planning partners, problem solvers, and solution providers-striving to make it as easy as possible for people to get the services they need, when they need them.
Facilities Management is proud to support the campus mission of advancing UCI's brilliant future by creating a physical environment that allows our students, faculty and staff to thrive. Our goal is to provide safe, reliable and clean spaces through high quality maintenance, operation, planning and renovation services for our 1,475-acre main campus. We accomplish this with our dedicated skilled staff who strive to provide excellent customer service and responsiveness.


Your Role on the Team

The incumbent serves as a member of the Customer Service Desk at Facilities Management, providing first-line contact with campus customers and Facilities Management personnel. Acts as key contact for problems and inquiries related to campus facilities. Uses analytical skills to determine nature of calls and exercised judgment as to urgency of request. Processes service requests into computer database, verifies accounting data, and initiates corrective action with appropriate Facilities Management personnel for problems of varying complexity concerning maintenance needs on campus. Maintains a positive and working relationship with customers as well as with Facilities Management personnel.


May be required to work outside shift times as needed for coverage of the service desk.


What It Takes to be Successful

Required:

• Ability to use computer and accurately enter data into the database.
• Ability to perform customer service and support activities.
• Ability to listen, interpret information and take appropriate action.
• Ability to work under pressure and make good decisions during emergency situations.
• Ability to communicate in a clear manner with the public, in person, over the phone and radio.
• Ability to communicate clear, concise written and verbal information.
• Ability to multi-task, exercise judgment, prioritize and handle frequent interruptions.
• Ability to troubleshoot emergencies, define problems/coordinate solutions in a timely manner.
• Ability and willingness to be flexible to handle sudden unforeseen problems and emergencies.
• Ability to work in a team environment.
• Ability to establish and maintain effective working relationships and communicate with department staff, management and other Campus staff.
• Successful completion of Help Desk professional certificate within six months.
• High school diploma or equivalent experience
• 1-3 yearsproviding customer service in a fast-paced environment, including accurate data entry, effective communication, and the ability to assess situations and take appropriate action. Ability to multitask, prioritize work, exercise sound judgment under pressure, respond to emergencies, and work effectively with a diverse group of customers and colleagues.

Preferred:

• Knowledge of accounting principles, procedures and practices in order to comply with University requirements and optimize departmental finances.
• Ability to utilize automated databases, spreadsheet applications, tracking systems and maintain other automated systems and records.
• Knowledge of maintenance, operations and repair requirements in a university setting.
• Knowledge of the various University departments and their functions within the University.
• Knowledge of University Policies and Procedures.
• Dispatch experience.

Special Conditions:

• Must possess a valid California Driver License and participate in the DMV Pull Notice Program.
• Must be able to operate a Facilities Management vehicle
• Must be able to outside regularly scheduled shift
• Must be able to wear PPE

Total Rewards

In addition to the salary range listed below, we offer a wealth of benefits to make working at UCI even more rewarding. These benefits may include medical insurance, sick and vacation time, retirement savings plans, and access to a number of discounts and perks. Please utilize the links listed here to learn more about our compensation practices and benefits.

Conditions of Employment:

The University of California, Irvine (UCI) seeks to provide a safe and healthy environment for the entire UCI community. As part of this commitment, all applicants who accept an offer of employment must comply with the following conditions of employment:

• Background Check and Live Scan
• Employment Misconduct*
• Legal Right to work in the United States
• Vaccination Policies
• Smoking and Tobacco Policy
• Drug Free Environment

*Misconduct Disclosure Requirement: As a condition of employment, the final candidate who accepts a conditional offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; received notice of any allegations or are currently the subject of any administrative or disciplinary proceedings involving misconduct; have left a position after receiving notice of allegations or while under investigation in an administrative or disciplinary proceeding involving misconduct; or have filed an appeal of a finding of misconduct with a previous employer.


The following additional conditions may apply, some of which are dependent upon business unit or job specific requirements.

• California Child Abuse and Neglect Reporting Act
• E-Verify
• Pre-Placement Health Evaluation

Details of each policy may be reviewed by visiting the following page -

Closing Statement:


The University of California is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or other protected categories covered by the UC Anti-Discrimination Policy.


We are committed to attracting and retaining a diverse workforce along with honoring unique experiences, perspectives, and identities. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.


UCI provides reasonable accommodations for applicants with disabilities upon request. For more information, please contact Human Resources at View phone number on click.appcast.io or View email address on click.appcast.io.


Consideration for Work Authorization Sponsorship

Must be able to provide proof of work authorization