Service Desk Coordinator

Service Desk Coordinator

The Service Desk Coordinator works as a lead member of the walk-up IT support team and is responsible for delivering fast, friendly, dependable and customer-oriented services to support users of technology in every aspect of university life at University of North Georgia. The position oversees and assists with customer contact, Tier 1 repairs, Faculty/Staff and Student personal computer repairs, brokers IT services and works closely with IT staff to ensure service level agreements are maintained. The position is also responsible for managing student, part time, and full time workers, coordinating with Manager/Director for overall resource allocation and planning. A smartphone is required for job duties.

Provide first-level UNG IT support to all UNG members by walk-in, inbound and outbound call, or email correspondence in a timely manner. Works with faculty, staff and students for basic personal computers repair or recommendation. Train and develop staff of student technicians and follow up with clients to assess customer satisfaction. Assists in managing support escalations to ensure service level agreements are being met. Keep records of all conversation and support in the chosen ITSM utility. Provides analysis and reporting to IT leadership on the status of service and IT's relationship with customers. Assists the Service Desk Manager/Director in the delivery of IT services, interacts with internal groups and customers to identify opportunities for service provisioning and improvement. Identify training opportunities and assist with knowledge base documentation, FAQ's, reports, maintenance of online service catalog and social media engagement. Pursue professional development in IT as it relates to your position by way of higher education, technical training, and industry recognized certifications. Other duties as assigned.

Associate degree (Computer Science or Computer Information Systems preferred) or combination of education and experience. Driver's license required. ITIL or Help Desk certificate desired. At least one year of experience working in an IT/Service environment and managing staff or an equivalent combination of education, certification and experience required.

Dell, A+ or equivalent IT-related certification preferred. Experience in computer life-cycle management, operations management, budget management and project management preferred.

The proposed salary is: $24.50-$26.95 hour.

Resume Cover Letter Unofficial Transcripts Contact Information for Three Professional References

Knowledge of ITIL standards for service delivery, service management, and support. Knowledge of incident management and problem management. Knowledge of Windows and Macintosh operating systems and peripheral installation and support. Knowledge of PC networking in a Windows environment. Knowledge of desktop/laptop/mobile systems and remote support. Must possess mobility to work in a standard office setting and to use standard office equipment, including a computer, stamina to maintain attention to detail despite interruptions, strength to lift and carry objects weighing up to 25 pounds; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone. Sitting for extended periods of time; ability to certify and maintain good standing in golf cart driver course for the purpose of transporting cumbersome objects, such as computers and peripherals; of responding to critical support calls and cross-campus transportation; maintain a smartphone for responding to workorders while in the field; maintain and a state-issued driver's license in good standing.