First point of contact for the University community& the Medical Center regarding voice and data needs. Research and evaluate customer needs for related services. Provide support and assistance to customer and fellow team members.
ITSMO Voice Services is responsible for processing all voice orders and first line support for voice customers in the university and medical center. The Team consists of associate project managers who manage large voice projects and technical support specialists who staff the repair line and provide tier 1 support for all VUIT voice products. The team is also responsible for order entry and customer consultations, call center workflow design and implementation.
Duties and Reponsibilities:
Telephone Repair and End User Services Line:
The TSS are responsible for answering the Telephone Repair line and End User Services line, this includes over the phone troubleshooting with the end users, assisting with order placement through eProcurement for our Medical Center customers or SerVu for our University customers. The staff now have two processes to follow based on whether the customer is a University customer or Medical Center customer.
Create trouble tickets in Pinnacle, texting the ticket to the repair technician to expedite the delivery of the ticket to the technician.
The TSS' are first tier support for questions with GNAV & Voice Mail Call Processors along with Response Groups. They engage Partner Support when necessary.
They answer inquiries as to status of orders.
They support end users after the APM staff have implemented major projects.
They answer calls from customers from Remote sites and the Medical center for issues related to Skype for Business phones and NEC phones & Cisco phones & Soft phones for staff working from home.
The TSS' also answer questions about fax machines not functioning properly both on campus and at remote clinics, at times this can generate a trouble ticket to AT&T for remote clinic support for 1-FB lines.
Daily Work orders:
The TSS' receive all orders from the University and the Medical Center via the shared mailbox to VUIT; they compose the daily order assignment list for the appropriate APM for assignment and distribution. They post the order assignment list on our SharePoint as well.
The TSS' process all daily technical orders consisting of quantity of five and under orders.
The TSS' process voice mail orders for standard mailboxes, shared mailboxes and information mailboxes. They send User Guides with necessary set up information. They also trouble shoot issues with Call Processors and escalate to Tier two support when necessary.
The TSS' process V-Net Long Distance orders for additions and deletions and assist with how to use the V-Net code. They process large House staff orders (500) each summer for incoming residents. They delete the previous years as well.
Change Lync User orders. They process all onetime orders such as headsets, line cords, and accessories.
The TSS' process all University requests for data port quotes, data port installations & activations for the University and process billing through Oracle.
Internal Number: 2000704
About Vanderbilt University
Vanderbilt University is a center for scholarly research, informed and creative teaching, and service to the community and society at large. Vanderbilt will uphold the highest standards and be a leader in the quest for new knowledge through scholarship, the dissemination of knowledge through teaching and outreach, and the creative experimentation of ideas and concepts. In pursuit of these goals, Vanderbilt values most highly intellectual freedom that supports open inquiry, equality, compassion, and excellence in all endeavors.