Service Desk Specialist I

The Service Desk Specialist I is a non-exempt full-time position within the USG Shared Service Center, that supports 26 higher education institutions across the University System of Georgia, as well as the Board of Regents. This position is responsible for supporting and providing high quality customer service to (1) Institution practitioners utilizing the human capital management systems including payroll, benefits, human resources, information systems and other USG systems/applications; (2) Institution employees and retirees requiring assistance with system, policy and procedural support. (3) All applicants applying for positions within USG Institutions. The Service Desk Specialist I is located in Sandersville, Georgia, and reports to the USG Service Desk Supervisor.

• Serves as frontline support for all active and former USG employees, institutional practitioners, and applicants
• Researches, troubleshoots, and analyzes incoming requests/inquiries, ensuring all necessary information is documented in the case management system, striving to resolve at the Tier 1 level, exhausting all resources including, USG Policies and Procedures, Knowledgebase, Institution Specific Guidelines. If escalation is required, partners with Subject Matter Experts, institutional practitioners, third-party vendors, and/or Service Desk management to reach a resolution in a timely manner
• Professionally handles personal, confidential, and sensitive information by abiding by all USG Policies and Procedures, including Customer Verification to ensure the protection of all USG employees, retirees, and applicants. Also, responsible for identifying, reporting and the redaction of any information deemed sensitive within the case management system
• Multi-tasks through various databases/applications in order to troubleshoot the customer’s issue or inquiry in a timely manner
• Recognizes and promptly escalates more complex and sensitive issues accordingly
• Research and triages incoming issues determining the appropriate method of tracking within the Case Management System (incident, request, problem or iTask)
• Provides recommendations to Service Desk management and/or SSC team members promoting continuous process improvement
• Adheres to an assigned work schedule to ensure adequate Service Desk coverage

• Associate’s Degree with an accredited institution
• 1 year experience in a Service Desk environment
• 2 or more years of Customer Service experience
• Or any equivalent combination of education, experience and training which provides the necessary knowledge and skills

• Knowledgeable of Standard MS Office tools (Outlook, Word, Excel, PowerPoint, Visio, Teams), electronic calendar, Internet browsers, and Windows desktop and its standard suite of tools and programs (base install)
• Strong oral and written communication skills with particular emphasis in the correct use of grammar and spelling
• Ability to effectively and patiently communicate complex information in a logical organized manner
• Strong interpersonal and collaborative skills, who works well both cross-functionally and independently
• Ability to work in a fast-paced environment, prioritize, effectively manage time and follow-through on tasks to ensure satisfactory completion
• Possess strong customer service skills including the ability to maintain a calm and patient demeanor when communicating with customers
• Proficient and extremely comfortable in navigating within various applications including email, case management system, human capital management systems and other Microsoft office applications to effectively provide solutions to customers
• Ability to effectively manage an increased workload during times of high call volume and/or peak seasons
• Technical skills with efficiency in adapting to new systems, services, and/or applications with ease
• Analytical thinker, who possesses the ability to troubleshoot technical and functional issues and adopt a systematic approach toward identifying and then solving the problem at hand

• Day and overnight travel from headquarters may be required
• Must have a valid GA Driver’s License
• Light physical exertion may be required
• Ability to work productively in a virtual environment and cubicle/open space environment utilizing call center and case management technologies, with moderate-to-occasional escalated noise levels