Service Desk Team Lead - IT - Institutional Support
Company: University of Central Oklahoma
Posted on: May 17, 2019
Position Overview Provides a first line and single point of contact
to the organization for technology related problems. Assist
business customers with telephone, walk-in, or trouble ticket
enquiries to resolve or escalate IT systems issues and problems.
Provides support and incident management and client communication
for IT system faults and service requests. Department Specific
Essential Job Functions Assists in supervising Service Desk staff.
Controls and manages staff schedules and time reports. Manages the
workflow for the Service Desk. Assists in hiring, training, and
coaching new staff on policy and procedures, customer service, and
the enterprise telephone system. Promotes teamwork by mentoring
other staff and providing training on, and updates to, the
Technology Service Catalog. Manages customer contact (phone, email,
and in-person-requests) and resulting workaround or solution into
the Service Desk ticketing software and takes proactive steps to
minimize similar issues from recurring. Analyzes and resolves or
appropriately escalates service and support requests and incidents.
Facilitates the documentation and communication between Service
Desk and all related support teams regarding troubleshooting
efforts on escalated issues. Identifies, recommends and may assist
in development or execution of training programs for Service Desk
staff to improve customer service, computer literacy, and
self-sufficiency. Conducts operational statistical surveys.
Prepares and maintains IT Service Management (ITSM) Service Desk
reporting for management review. Responsible for request ticket
tracking and regular reviews. Prioritizes and manages service
tickets to ensure excellent customer service. Research and
recommend innovative, and where possible, automated approaches for
administration task efficiencies. Serves as functional manager of
ITSM. Maintains Knowledge Management Articles within the ITSM
ticketing system. Review, monitor and approve timekeeping of
student employees. Performs other duties as assigned. Maintains a
customer-service attitude. Adheres to and complies with the
University's shared values (3Cs) and the Office of Information
Technology's Code of Ethics. This position is on-call 24x7x365 and
requires the successful candidate to have high-speed internet
access to their residence. "High-Speed" infers Cable modem or DSL
measured within the Mega-Bit upload and download speeds. This
position requires the successful candidate to maintain a smart
phone on which to receive telephone calls and SMS messages from
servers and authorized OIT personnel. Ensures systems documentation
follows best practices, is up-to-date, accurate, and tested.
Continually updates skills and knowledge relative to the position
and the technology industry. The duties listed above are intended
only as illustrations of the various types of work that may be
performed. The omission of specific statements of duties does not
exclude them from the position if the work is similar, related, or
a logical assignment to the position. Qualifications/Experience
Required Requires general education or vocational training and 6
years of relevant experience in chosen field or equivalent
combination of education and experience. Qualifications/Experience
Preferred Experience supporting Windows and Apple Operating Systems
in a Helpdesk environment. Knowledge of ITIL concepts and ability
to follow existing Problem, Change, and Incident Management
procedures. ITIL Foundations Certification or related
certifications. Knowledge/Skills/Abilities Demonstrated ability to
effectively communicate by phone or in person and with different
groups of people across campus. Demonstrated writing ability.
Demonstrated ability to explain technical terms in everyday
language. Knowledge of information technology and OIT products and
services. Demonstrated analytical and troubleshooting skills.
Excellent customer service skills; demonstrated ability to achieve
successful outcomes in handling difficult situations and customers.
Demonstrated ability to work in the Service Desk/Help Desk
environoment. Shows initiative and acts independently to resolve
technical problems. Demonstrated ability to manage multiple
priorities and follow through on projects to completion. Ability to
work in teams. Friendly, courteous demeanor. Physical Demands
Repetitive movement of hands and fingers - typing and/or writing.
Frequent standing, and/or sitting. Occasional walking, stooping,
kneeling or crouching. Reach with hands and arms. Visually
identify, observe and assess. Ability to communicate with
supervisor/students/colleagues. Regular physical attendance
required. The physical demands and work environment characteristics
described here are representative of those that must be met by an
employee to successfully perform the essential functions of this
job. Reasonable accommodations (in accordance with ADA
requirements) may be made, upon request, to enable individuals with
disabilities to perform essential functions.
Keywords: University of Central Oklahoma, Edmond , Service Desk Team Lead - IT - Institutional Support, Other , Edmond, Oklahoma
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