Service Desk Specialist I at InsideHigherEd

Job Title: Service Desk Specialist I
Location: USO-Shared Services Center
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 291161
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 USG Service Desk Specialist I is a non-exempt, full-time position within the USG Shared Services Center, located in Sandersville, GA, supporting 26 University System of Georgia institutions and the Board of Regents. Reporting to the USG Service Desk Supervisor, this role is responsible for delivering high-quality customer support across a range of areas, including human capital management systems (such as payroll, benefits, and HR), policy and procedural guidance for employees and retirees, and application assistance for prospective USG employees. Additionally, the Specialist I ensures exceptional service for USG¿s enterprise products, technologies, and services.

Responsibilities

• Serves as frontline support and issue resolution for all active and former USG employees, institutional practitioners, applicants, USG products, technologies and services.

• Supports the centralized payroll processing workflow by maintaining a smooth support structure, promptly addressing and resolving issues as appropriate, and escalating complex matters to the internal Centralized Payroll Processing team when necessary.

• 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 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.

• Research and triages incoming issues determining the appropriate method of tracking within multiple modules of our Case Management system (incident, request, problem or iTask).

• Provides recommendations to Service Desk management and/or SSC team members promoting continuous process improvement.

• Responsible for monitoring software interfaces that indicate the status of key Enterprise production services and products.

• Provides proactive/reactive communications and diagnostic information related to networks, services, servers, urgent/production down, and/or business interruption events.

• Works closely in collaboration with third party vendors communicating information regarding service interruptions and/or outages to USG end-users.

• Recognizes and promptly escalates issues deemed urgent or critical in adherence to USG Service Level Guidelines.

• Logs, tracks, updates, and resolves network abuse incidences.

• Identifies trends and/or challenges and provides recommendations to Service Desk Management and other supported areas promoting continuous process improvement.

• Provides customer support via virtual chat and live agent platform, ensuring prompt and efficient service delivery.

• Adheres to an assigned work schedule to ensure adequate Service Desk coverage.

• Cross-trains with other departments in order to understand and resolve complex requests and serve as back-up support as needed or during non-peak times.

• Manages pre-business day checks to ensure all systems, sub-systems, applications, and servers are fully operational.

In addition to the above, other duties may be assigned outside of the scope of this description.

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)

• General knowledge of computer networking principles, diagnostic tools, and client/server technology in a multi-tiered, layered technical/functional environment

• 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 and organized manner

• Strong interpersonal and collaborative skills, who works well both cross-functionally and independently

• Ability to effectively work in a fast-paced environment, prioritize, 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, adopt a systematic approach towards identifying and then resolving 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.

Other Information

• Day and overnight travel from headquarters may be required

• Must have a valid GA Driver's License

• Light physical exertion may be required

• Ability to work productively in a virtual environment and cubicle/open space environment utilizing call center and case management technologies, with moderate-to-occasional escalated noise levels

Background Check

Offers of employment are subject to a background investigation, including criminal records history, to determine eligibility for employment. Additionally, credentials and employment history stated in your application materials are also subject to verification.

For certain positions, a satisfactory credit check, MVR, or other relevant investigations may also be conducted. The University System Office holds the sole discretion in assessing eligibility for employment.