IT Service Support Specialist

Company: Western Governors University
Location: Salt Lake City
Posted on: January 27, 2023

Job Description:

If you're passionate about building a better future for individuals, communities, and our country-and you're committed to working hard to play your part in building that future-consider WGU as the next step in your career.Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

Essential Functions and Responsibilities:

• Creates and enforces quality control measures and guidelines for IT Service Desk personnel.
• Conducts regular 1-on-1 coaching with IT Service Desk and other IT Service Delivery team members; identifies opportunities for improvement and creates personalized development plans.
• Performs regular call monitoring and ticket reviews of Service Desk technicians.
• Produces performance reports and reviews them with individual agents and the Training Manager.
• Identifies areas of weakness and coordinates additional training as needed for improvement.
• Provides feedback to IT leadership and other university departments regarding customer satisfaction or support breaches.
• Creatively applies reporting and analytics tools to identify new avenues to improve the delivery of IT Services; works with other IT teams to address identified opportunities.
• Continually identifies opportunities to drive additional student- and staff-facing IT resources to self-service.
• Champions best practices, such as ITIL and Agile; provides resources and expertise to ensure Continual Service Improvement under tight deadlines.
• Maintains high subject matter expertise by receiving end-user omnichannel interactions and documenting all pertinent information.
• Performs other related duties as assigned.Knowledge, Skill and Abilities:
  • Familiarity with Agile and/or Scrum methodology.
  • Ability to work independently and in a dynamic environment.
  • Strong analytical skills balanced with effective communication and excellent customer service skills.
  • Strong Communication, interpersonal, and analytical skills.
  • Exceptional verbal and written communication skills.Competencies:Organizational Impact:
    • Tasks are accomplished by following a defined standard or set of procedures to achieve day-to-day objectives directly impacting the area of specialty.
    • The work is performed under moderate supervision and consists of routine tasks that may require advice and guidance from more senior personnel in the same area.Problem Solving and Decision Making:
      • Reviews solutions and employs minor adjustments to work methods to solve routine problems that typically exist in current work processes and systems.
      • May be required to highlight areas of concern/problems and offer potential solutions.
      • Problems and issues faced are generally routine but may require interpretation of procedures or policies to resolve.Communication and Influence:
        • Communication with contacts within the job area is typical, and information provided or obtained may require some explanation or interpretation to reach an agreement.Leadership & Talent Management:
          • May provide minimal guidance and assistance to new or entry-level employees.Job Qualifications:Minimum Qualifications:
            • Requires basic knowledge of standards and processes within a narrow scope of work.
            • Typically requires a minimum of 3 years of experience.
            • May require vocational or technical education in addition to prior work experience.
            • High School Diploma or GED required.Department-Specific Minimum Qualifications:
              • 3-5 years of related experience; prior call-center experience preferred.
              • ITIL Foundation certification or equivalent.Physical Requirements:
                • Prolonged periods sitting at a desk and working on a computer.
                • Must be able to lift up to 15 pounds at times.
                  As an equal opportunity employer, WGU recognizes that our strength lies in our people. We are committed to diversity.

Keywords: Western Governors University, Salt Lake City , IT Service Support Specialist, Other , Salt Lake City, Utah