Service Desk Representative

Customer Service

Serve as the first-level contact, providing incident handling and request fulfillment for various IT and business services for the University of Texas community through written or verbal communication.

Greets customers in a courteous, friendly, and professional manner.

Listens attentively to customer needs/concerns; demonstrates empathy.

Act as a liaison between customers and internal support staff to ensure accurate issue interpretation and routing for solutions unresolvable by the Service Desk.

Maintain communications with customers during the resolution process.

Operational Excellence

Provide accurate and timely logging, resolutions, routing, and referrals of customer interactions.

Resolve as many user-reported issues as expertise permits using troubleshooting skills and available tools and follow procedures and policies for the handling of support cases.

Maintain a productive and efficient pace in handling customer issues.

Continual Service Improvement

Review and recommend modifications to documentation and procedures.

Participate in projects to enhance and improve service for customers.

Hone and develop skills through training and development.

Mentoring: Offer direction and guidance to co-workers, part-time students and/or hourly employees.

Perform other related functions as assigned.