Job Posting Title:

Service Desk Representative

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Hiring Department:

ITS Customer Support Services

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Position Open To:

All Applicants

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Weekly Scheduled Hours:

40

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FLSA Status:

Non-Exempt

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Earliest Start Date:

Apr 16, 2024

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Position Duration:

Expected to Continue

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Location:

Texas

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Job Details:

General Notes

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).

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

Your skills will make a difference.

You’ll be working for a university that is internationally recognized for research and the work you do will make a difference in the lives of our students, faculty and staff. If you’re the type of person that wants to know your work has meaning and impact, you’ll like working for our campus. 

The University of Texas at Austin and Information Technology Services provide an outstanding benefits package to our staff. Those benefits include: 

• Competitive health benefits (Employee premiums covered at 100%, family premiums at 50%)
• Vision, Dental, Life, and Disability insurance options
• Paid vacation, sick leave, 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
• Training and conference opportunities
• Tuition assistance
• Athletic ticket discounts
• Access to UT Austin's libraries and museums
• Free rides on all UT Shuttle and Capital metro buses with staff ID card 

For more details, please see:

• https://hr.utexas.edu/prospective/benefits
• https://hr.utexas.edu/current/services/my-total-rewards ​

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

Must be authorized to work in the United States on a full-time basis for any employer without sponsorship

Purpose

To serve as the first point of contact to a university community consisting of 70,000 persons with various questions and problems regarding technical and business services. To partner with ITS and local support groups to get our customers back to work and back to class as efficiently as possible. To uphold the vision of Information Technology Services (ITS) as a trusted partner and best value service provider for 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 recommend modifications to documentation and procedures.
• Participate in projects to enhance and improve service for customers.
• Hone and develop skills through training and development. 
• Mentoring: Offer direction and guidance to co-workers, part-time students and/or hourly employees. 
• Other related functions as assigned. 

Required Qualifications

• Two or more years of experience in a customer service environment.