Service Desk Specialist III

University System of Georgia; Atlanta (GA); On-site; USD 45,000 - 65,000; Full time

Job summary

The University System of Georgia seeks a Service Desk Specialist III to provide top-tier support for its institutions. This full-time role entails managing advanced support cases, mentoring lower-level specialists, and ensuring the delivery of quality service across various technical issues. Candidates should possess an Associate's Degree and have substantial customer service experience.

Qualifications

• 1 year experience in a Service Desk environment.
• 2 or more years of Customer Service experience.
• Ability to troubleshoot technical and functional issues.

Responsibilities

• Serves as frontline support for USG employees and applicants.
• Researches and analyzes incoming requests.
• Provides coaching to junior staff.

Skills

Customer Service

Communication

Analytical Thinking

Interpersonal Skills

Education

Associate's Degree

Tools

MS Office

Case Management System

Job description

Job Title: Service Desk Specialist III
Location: USO-Shared Services Center
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 283782
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 III 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 represents the highest level of responsibility of all Service Desk specialists. The Specialist III will encompass all responsibilities of the Specialist I and II roles, in addition to managing the most advanced support cases and coordinating cross-functional solutions for escalated technical challenges. This position will also be responsible for training and mentoring Specialists I and II, ensuring consistency in service quality and efficiency.

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 Deskto 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.
• Initiates drafting, editing and publication of common knowledge-based solutions to facilitate efficient and prompt resolution to customers.
• Logs, tracks, updates, and resolves network abuse incidences.
• Responsible for outbound communications that include but not limited to support request status updates, Enterprise products and services status updates posted via USG Status Page/ListServs.
• Serves on-call rotation providing 24/7 support to USG Institutions and Board of Regents.
• Participates on specialized Service Desk projects, including but not limited to, case management system administration, statistical analysis, quality assurance reviews, payroll operating reports, and knowledgebase article reviews.
• Participates in training efforts for new USG Service Desk Specialist including in-depth system/application instruction, orientation and education of all USG policies and procedures, and best practices, as well as Service Desk technologies which include but not limited to Case Management System, Phone software, Call Analytic Dashboards, Virtual/Live Agent platform, HCM
• Responsible for managing Emergency Web Service Support for USG Institutions, as needed.
• Coordinates with USO HR and ITS Technology Services and Solutions (TSS) when onboarding/offboarding new USO employees to ensure account administration is complete in a timely manner.
• Responsible for account administration for several USG systems/applications.
• Provides coaching and support to SDS 1 & SDS II with phone calls, virtual chats, live agent interactions, and email requests, ensuring guidance and performance improvement.
• Leads Team Huddles and/or Working Sessions

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.

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.

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.