Service Desk Specialist I – HigherEdJobs

Job ID: 279358

About Us

The University System of Georgia (USG) is comprised of 26 higher education institutions as well as the University System Office (USO). Within the USO, our administrative operations are primarily housed in the Trinity Washington Building located in downtown Atlanta. Our Information Technology Services (ITS) division is located in Athens. The University System of Georgia Shared Services Center (SSC) is located in Sandersville. The Georgia Public Library System is located in Atlanta. The Georgia Archives is located in Morrow. The State of Georgia Records Center is located in Austell.

Job Summary

The Service Desk Specialist I is a non-exempt full-time position within the USG Shared Services Center, that supports 26 higher education institutions across the University System of Georgia, as well as the Board of Regents. This position is responsible for supporting and providing high quality customer service to (1) Institution practitioners utilizing the human capital management systems including payroll, benefits, human resources, information systems and other USG systems/applications; (2) Institution employees and retirees requiring assistance with system, policy and procedural support. (3) All applicants applying for positions within USG Institutions. The Service Desk Specialist I position is located in Sandersville, Georgia, and reports to the USG Service Desk Supervisor.

Responsibilities

• Serves as frontline support for all active and former USG employees, institutional practitioners, and applicants.
• Researches, troubleshoots, and analyzes incoming requests/inquiries, ensuring all necessary information is documented in the case management system, striving to resolve at the Tier 1 level, exhausting all resources including, USG Policies and Procedures, Knowledgebase, Institution Specific Guidelines. If escalation is required, partners with Subject Matter Experts, institutional practitioners, third-party vendors, and/or Service Desk management to reach a resolution in a timely manner.
• Professionally handles personal, confidential, and sensitive information by abiding by all USG Policies and Procedures, including Customer Verification to ensure the protection of all USG employees, retirees, and applicants. Also, responsible for identifying, reporting and the redaction of any information deemed sensitive within the case management system.
• Multi-tasks through various databases/applications in order to troubleshoot the customer¿s issue or inquiry in a timely manner.
• Recognizes and promptly escalates more complex and sensitive issues accordingly.
• Research and triages incoming issues determining the appropriate method of tracking within the Case Management System (incident, request, problem or iTask)
• Provides recommendations to Service Desk management and/or SSC team members promoting continuous process improvement.
• Adheres to an assigned work schedule to ensure adequate Service Desk coverage.

Required Qualifications

• Associate’s degree with an accredited institution
• 1 year experience in a Service Desk environment
• 2 or more years of Customer Service experience
• Or any equivalent combination of education, experience and training which provides the necessary knowledge and skills.

Knowledge, Skills, & Abilities

• Knowledgeable of Standard MS Office tools (Outlook, Word, Excel, PowerPoint, Visio, Teams), electronic calendar, Internet browsers, and Windows desktop and its standard suite of tools and programs (base install)
• Strong oral and written communication skills with particular emphasis in the correct use of grammar and spelling
• Ability to effectively and patiently communicate complex information in a logical organized manner.
• Strong interpersonal and collaborative skills, who works well both cross-functionally and independently.
• Ability to work in a fast-paced environment, prioritize, effectively manage time and follow-through on tasks to ensure satisfactory completion.
• Possess strong customer service skills including the ability to maintain a calm and patient demeanor when communicating with customers.
• Proficient and extremely comfortable in navigating within various applications including email, case management system, human capital management systems and other Microsoft office applications to effectively provide solutions to customers.
• Ability to effectively manage an increased workload during times of high call volume and/or peak seasons.
• Technical skills with efficiency in adapting to new systems, services, and/or applications with ease.
• Analytical thinker, who possesses the ability to troubleshoot technical and functional issues and adopt a systematic approach toward identifying and then solving the problem at hand.

USG Core Values

The University System of Georgia is comprised of our 26 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.

Conditions of Employment

Offers of employment are subject to federal and state laws, as well as the statutes, rules, and regulations of this institution, and the Bylaws and Policies of the Board of Regents (BOR) of the University System of Georgia (USG). These Bylaws and Policies are available for inspection upon request.

Equal Employment Opportunity

The University System Office is an equal employment, equal access, and equal opportunity employer. It is the policy of the University System Office to recruit, hire, train, and promote persons without regard to race, color, national or ethnic origin, age, disability, gender, religion, sexual orientation, gender identity or veteran status as required by applicable state and federal laws (including Title VI, Title VII, Title IX, Sections 503, and 504, ADEA, ADA, E.O. 11246, and Rev. Proc. 75-50).

For questions or more detailed information regarding this policy please contact the University System Office Human Resources at 404.962.3242. Individuals requiring disability related accommodations for participation in any event or to obtain print materials in an alternative format, please contact Human Resources.