Service Desk Representative

Job Title:

Service Desk Representative

Location:

Tallahassee, FL

Regular/Temporary:
Regular

Full/Part Time:
Full-Time

Job

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. 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 emails.

Provides quality assurance of data entry, customer information, statistical data, and reporting to support the ITS workflow systems, FSU website(s), informational knowledge bases, 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.

High school diploma or equivalency and two years' experience or a combination of post high school education and experience equal to two years.

Who is an ideal candidate for this position? - Experience working in a Call Center environment. Exceptional attendance record, great time management skills and a self-starter.

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.

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 our university and campuses.

FSU offers a robust Total Rewards package. Visit our website to learn more about our Compensation, Benefits, Wellness, Recognition, and Employee Development programs. Use our interactive tool to calculate Total Compensation options based on potential salary, benefits and retirement contributions, earned leave, and other employment-related perks.

If qualified and interested in a specific job opening as advertised, apply to Florida State University at (Use the "Apply for this Job" box below). 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.

Certain service members and veterans, and the spouses and family members of such service members and veterans, receive preference and priority, and…