Client Services is the central point of contact for all ITrelated incidents and service requests. The role of the Client Services Agentis to provide first line support for all staff and students at the Universityof Tennessee at Chattanooga. The agent is responsible for logging incidents andservice requests and resolving support requests ensuring that service levelsand targets are achieved and maintained, as well as meeting customersatisfaction and continuous service delivery demands. The agents work in adynamic, fast-paced environment which provides services over the phone, throughe-mail, in person (for walk-in support customers), and chat. If agents cannotresolve the issue, they will escalate to advanced staff in other IT areas forresolution.
Act as afirst point of contact for university faculty, staff, students, and guests toassess problems, determine root causes, and provide advice for remediation orreferral to the next support tier.
Providefirst-line investigation and diagnosis of all incidents and service requestsvia phone, email, walk-in, or chat. Utilizing remote support tools whennecessary to address customer needs.
Record andclassify received incidents and undertake an immediate effort in order torestore a failed IT service as quickly as possible.
Assignunresolved incidents to appropriate Tier 2 support groups.
Document andrecord detailed information about the customer's incident or service requestsneeds in an incident management system utilizing proper categories andprioritization codes. Including diagnostic steps and communications with thecustomer as they troubleshoot the reported problem.
Keep usersinformed about their incidents' status at agreed intervals
Resolve incidentswithin the specified service level agreements/operational level agreements.
Customerfollow-up to ensure that our end users' needs have been met and ensuringcustomer satisfaction in every step of problem resolution.
Offertechnical guidance to student employees and other team members.
Maintain anduse the IT knowledge base, ensuring our customers are properly informed throughour self-service support.
Provideservice feedback information as needed.
Validateidentity, reset passwords as needed for our faculty, staff, and students.
Create andvalidate affiliate/guest accounts as sponsored by employees of the University.
Assignproper group permissions for various campus resources including O365, shareddrive access, and other services as needed.
The ideal candidate will possess the following:
Knows and executes on decisions which are within theirscope. Knows and asks for assistance on decisions which are outside of theirscope.
Experience and knowledge with desktop operating systemsincluding Windows and Mac OS.
Application support knowledge.
Incident management application knowledge.
Interpersonal skills, with a focus on rapport-building,listening, and questioning skills.
Demonstrated problem-solving and multi-tasking skills.
Good documentation skills.
Ability to conduct research into a wide range ofcomputing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Review of applications will begin on November 30th andcontinue until the position is filled.Applications received bythisdatewill receive priorityconsideration.
High school diploma or GED; a minimum of one year of customer serviceexperience; and a minimum of one year of technical (hands-on) hardware &software installation experience.
Associates Degree (prior higher education); at least one year of callcenter experience; and at least one year of troubleshooting technical supportexperience.
The University of Tennessee Chattanooga is an EEO/AA/TitleVI/Title IX/Section 504/ADA/ADEA institution. All qualified applicants willreceive equal consideration for employment and will not be discriminatedagainst on the basis of race, color, national origin, religion, sex, pregnancy,marital status, sexual orientation, gender identity, age, physical or mentaldisability, or protected veteran status.
Internal Number: 208188
The University of Tennessee at Chattanooga is an engaged, metropolitan university committed to excellence in teaching, research, and service, and dedicated to meeting the diverse needs of the region through strategic partnerships and community involvement.