NTID Service Desk Representative II

Essential Duties & Responsibilities

+ Serves as the first point of contact for customer support, providing assistance via phone, chat, tickets, and in-person interactions

+ Documents and logs all customer interactions in the ticketing system, ensuring accurate records and leveraging knowledge management resources for efficient issue resolution

+ Resolves customer inquiries by troubleshooting problems, coordinating with internal departments, and escalating complex cases when necessary

+ Trains and supervises student support staff, ensuring proper workflow, scheduling, and performance evaluation to maintain high service standards

+ Collaborates with faculty, staff, and external partners to assess service needs, schedule resources, and ensure the successful use of provided technology and support services

+ Maintains up-to-date knowledge of technologies, policies, and procedures through continuous training and professional development t...