Service Desk Representative

Job Posting Title:

Service Desk Representative

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Hiring Department:

Enterprise Technology - Customer Support

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Position Open To:

All Applicants

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Weekly Scheduled Hours:

40

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FLSA Status:

To Be Determined at Offer

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Earliest Start Date:

Ongoing

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Position Duration:

Expected to Continue

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Location:

UT MAIN CAMPUS

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Job Details:

General Notes

Enterprise Technology is dedicated to supporting the mission of the University of Texas at Austin of unlocking potential and preparing future leaders of the state.

Flexible work arrangements are available for this position, including the ability to work remotely. Remote work for individuals who reside outside Texas but within the United States and its territories will be considered and requires Central Office approval.

This position provides life/work balance with typically a 40-hour work week and travel limited to training (e.g., conferences/courses). 

Your skills will make a difference.

You’ll be working for a university that is internationally recognized for our academic programs and research. Your work will make a difference in the lives of university staff, thereby enhancing the student experience. If you’re the type of person that wants to know your work has meaning and impact, you’ll like working in our department and for UT Austin. UT Austin provides an outstanding benefits package including but not limited to:

• Competitive health benefits (employee premiums covered at 100%, family premiums at 50%)
• Voluntary Vision, Dental, Life, and Disability insurance options
• Generous paid vacation, sick time, and holidays
• Teachers Retirement System of Texas: a defined benefit retirement plan
• Additional Voluntary Retirement Programs: Tax Sheltered Annuity 403(b) and a Deferred Compensation program 457(b)
• Flexible spending account options for medical and childcare expenses
• Robust free training access through LinkedIn Learning plus professional conference opportunities
• Tuition assistance
• Expansive employee discount program including athletic tickets
• Free access to UT Austin's libraries and museums with staff ID card
• Free rides on all UT Shuttle and Austin CapMetro buses with staff ID card

For more details, please see: https://hr.utexas.edu/prospective/benefits and https://hr.utexas.edu/current/services/my-total-rewards

Must be authorized to work in the United States on an ongoing, full-time basis for any employer without sponsorship.

This position requires you to maintain internet service and a mobile phone with voice and data plans to be used when required for work.

Purpose

To act as the primary point of contact for a university community of 70,000 members, addressing a wide range of inquiries and issues related to technical and business services. This role collaborates closely with Enterprise Technology (ET) and local support teams to ensure prompt resolution, enabling students and staff to return to their work and studies efficiently. The position is also responsible for upholding ET’s commitment to being a trusted partner and delivering optimal value in foundational IT services at UT Austin.

Responsibilities

Customer service

• Serve as the first-level contact, providing incident handling and request fulfillment for various IT and business services for the University of Texas community through written or verbal communication.
• Greets customers in a courteous, friendly, and professional manner.
• Listens attentively to customer needs/concerns; demonstrates empathy.
• Act as a liaison between customers and internal support staff to ensure accurate issue interpretation and routing for solutions unresolvable by the Service Desk.
• Maintain communications with customers during the resolution process.

Operational Excellence

• Provide accurate and timely logging, resolutions, routing, and referrals of customer interactions.
• Resolve as many user-reported issues as expertise permits using troubleshooting skills and available tools and follow procedures and policies for the handling of support cases.
• Maintain a productive and efficient pace in handling customer issues.

Continual Service Improvement

• Review and recommen