Bethel University

Service Desk Coordinator

3 weeks ago
ID
2017-1079
Position Number
ITF103
# of Openings
1
Category
Info Technology Services
Type
Full-Time
FLSA Status
Exempt
Months per year
12
Benefit Eligible
Benefit Eligible

Job Summary

Responsible for oversight, scheduling, training and customer service of the student service desk team.

Responsibilities

  • Supervise a student service desk team, including hiring, training and scheduling. Place students in positions to be successfully mentored and trained in customer service. 
  • Serve as lead desk staff person, providing a stabilized environment that consistently ensures customer service is in place. 
  • Responsible for capturing service desk statistics and primary documentation.
  • On-call to cover IT related emergency and service requests

Required Skills

  • Ability to multitask, handling multiple priorities, responding to on-going user demands and requests, and providing superior customer service. 
  • Proficient written and verbal communications skills to provide both technical and end-user documentation and professional in person support.
  • Ability to research and problem solve unknown issues.
  • Ability to work well in a team environment, manages project loads, assess case priorities, and help others to achieve the same. 

Required Experience

2+ years of related experience; Experience working in a help desk environment supporting the use of Window/Mac based operating systems, software, and hardware and managing some level of associated support staff preferred.

Required Education

Bachelor's required in specific field.

Additional Information

  • Must be able to work in a sitting job at a computer for extended periods of time.
  • Daily activities involve frequent interruptions and re-tasking. 
  • On-call rotation 
  • This is a 1 FTE, 12 months per year position.
  • A three-week vacation blackout occurs during the fall academic startup. 

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