ITS Service Desk Jobs

Issue / Question
Information explaining the different jobs available with the Service Desk at ISU. 
  • What is a Service Desk Representative? 
  • What are the different jobs with the Service Desk?
Environment
  • Platform
    • Service Desk
  • Audience affected
    • Staff
​​​​​​​Resolution
Job Description
Service Desk Representatives are the first point of contact within the customer service portion of ITS. The Representatives are responsible for helping students’ faculty, and staff have a positive experience when utilizing the services provided by Information Technology Services. Student employees use customer service to deduce the customer’s needs/problems and provide what is required to ensure a positive customer experience.
Position Overview
A Service Desk Representative is an entry-level work-study position. This position is primarily a customer service position whereby they interact with the client on the phone, in a chat session or in the walk-in area of the Rendezvous. Customer assistance includes help with any software or application issues, account issues, wireless networking, black and white printing, color printing, printer jams, equipment checkouts, lost and found items, and basic computer lab maintenance duties. Student Service Desk Representatives report directly to the full-time employee assigned to that area daily.
Responsibilities
  • Monitor the labs and be available to help anyone when needed.
  • Provide excellent customer service to students, faculty, and staff.
  • Escalate issues beyond your ability in a timely matter to resolve.
  • Ensure that all ITS facilities are maintained at a high level of cleanliness and professionalism.
  • Responsible for the upkeep of the printers, including filling paper trays, fixing printer jams, and ensuring the printer is outputting high-level print quality.
  • Accurately record student information required for equipment checkouts and account validation.
  • Reimage or OOB problem computers
  • Engage in minor troubleshooting of technical equipment, such as printer jams, scanner issues, PC issues, wireless troubleshooting, etc...
  • Occasionally provide information to simple questions asked by the student body.
  • Create tickets in Tigertracks to document customer interactions, resolve ones you can, and escalate others to appropriate parties.
  • Refer to knowledge-base articles when seeking answers to questions or specific troubleshooting steps.
  • Draft knowledge base articles or notify the full-time staff of procedures that should be documented.
  • Work with the operations center for scheduling or attendance notifications or issues.
Characteristics of a Potential Candidate
  • Excellent interpersonal communication and documentation skills
  • Overall basic knowledge of computer systems, printers, wireless networking, etc.
  • General knowledge of computer applications, such as Microsoft Office, VPN, JMP, and Google Workspace.
  • A demonstrated ability to interact maturely with customers, students, faculty, and staff.
  • General knowledge of ISU computing practices.
  • Capable and willing to accommodate the client's needs and the day's changing demands.
  • A flexible attitude.
For more information or to apply, please click on the link here. 
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