One Call Work Order Operations Specialist

University of Tennessee, Knoxville; Knoxville (TN); On-site; USD 52,000 - 66,000; Full time

Job summary

The University of Tennessee, Knoxville is seeking a Work Order Management Technician to serve as SME and process analyst for the Facilities Services One Call/Work Order Management team on campus in Knoxville. You will collaborate with the IT Manager to ensure SLAs and coordinate incident and service requests.

You will analyze complex problems, dispatch and support university users, monitor radio/phone systems, and provide training.

Qualifications

• Two years of related experience in a Help/Dispatch/Service Desk environment.
• Strong customer service and problem-solving skills.
• Excellent oral and written communication, interpersonal, organizational, time-management, and teamwork skills.
• Ability to coordinate and manage multiple projects independently.
• Ability to learn new technologies and document processes.

Responsibilities

• Analyze complex technical problems, develop & testing solutions, and provide support for university users.
• Provide customer service for One Call operations and coordinate alerts.
• Review work order tickets prior to escalation.
• Direct a wide variety of work based on situation and guidelines.
• Follow up with requesters for additional info or troubleshooting steps when needed.
• Escalate to Facilities Services staff and ensure timely resolution.
• Serve as first point of escalation for One Call requests from students, staff, faculty, and others.
• Act as advocate and contact for escalation or follow up on existing work orders.
• Assist in designing, developing, and maintaining answering service scripts and procedures.
• Identify and implement process and procedure updates.
• Communicate with Facilities Services and UTK departments; gather feedback and share solutions.
• GATHER information and analyze data to predict trends and inform management.
• Assist IT manager with policy setting for SLAs and OLAs.
• Manage small projects independently.
• Provide directives to supervisors and compile reports on compliance.
• Represent One Call on Facilities Services projects.
• Monitor radio, phone, and camera systems related to work orders.
• Monitor One Call phone system coverage and address failures.
• Create and deliver training for team members.
• Support Knowledge Centered Service practices.
• Provide emergency response in FSC Monitoring Center.
• Receive certification in NIMS ISC 100 level training.
• Participate in Facilities Services and Emergency Management trainings.

Skills

Help/Dispatch/Service Desk

Customer service

Communication skills

Problem solving

Team collaboration

Education

High School diploma or GED

Job description

The University of Tennessee, Knoxville is seeking a Work Order Management Technician to serve as SME and process analyst for the Facilities Services One Call/Work Order Management team on campus in Knoxville. You will collaborate with the IT Manager to ensure SLAs and coordinate incident and service requests.

You will analyze complex problems, dispatch and support university users, monitor radio/phone systems, and provide training.