Job Information
UNIVERSITY OF TEXAS AT AUSTIN In Person Service Desk Representative in Austin, Texas
ID ServicesMaintains advanced understanding in ID Card Services and collaborates with associated team members to resolve issues and acts as a first point of escalation for more complex issues and requests.Supports planning of ID Card Services events, such as New Student Card Handout and helps facilitate expanded operational support.Assists in preparation of equipment and supplies for high volume periods.Contributes to a safe and secure in person environment.Supports recruiting efforts when asked by participating in the interview process, orientation, and trainingemployees.Supports leadership and service expectations by communicating potential feedback and coaching for improvement.Participates in inventory tracking.Participates in service maintenance by providing feedback to help develop, maintain, and deliver In-Person Services knowledge and training material.Service DeskAct as a liaison between customers and internal IT support staff to assure accurate issue interpretation and routing for solutions unresolvable by the Service Desk. Maintain communications with customers during the resolution process.Provide accurate and timely logging, resolutions, routing and referrals of customer IT interactions.Resolve as many user-reported IT issues as expertise permits using troubleshooting skills and available tools) and follow procedures and policies for the handling of support cases.Provides backup phone support.Participates in maintaining Service Desk calls and ticket queues.Bridges the gap between In-Person Services and The Services DeskService Excellence and ImprovementServes as the first-level contact providing incident handling, and request fulfillment for a variety of IT and business services for the University of Texas community through written or verbal communication.Maintains quality service by enforcing quality and customer service standards. Ensures accurate and timely logging, resolutions, routing and referrals of incidents, problems and requests.Serve as the first-level contact providing incident handling, and request fulfillment for a variety of 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; demonstrate empathy.Maintain a productive and efficient pace in handling customer issues.Monitor service quality and customer experience to identify opportunities for process improvements and provide feedback to achieve high quality service delivery and customer support.Hone and advance skills through training and development.Participates in other duties as assigned.Actively participate as a team member.Other related functions as assigned.
