Class Code: ………….0714
Position
#:(PSA) ….107221
Developed
by: ……….….dp
Reviewed
by:……….…cww
Approved
by: ………
Date:………………….5/04
UNIVERSITY OF
Position Description
TITLE: Manager,
NETS/Helpdesk-Contact Center
DIVISION: Academic Affairs –
(Office of Information Services)
REPORTS TO: Director, Networking & Telecommunications Services
GRADE: 15
SUPERVISES: Support staff, students and other personnel providing
first-line technical support for voice, video, and data communication services,
to students, faculty, staff and external customers.
BASIC FUNCTION:
Plan and manage the delivery
of contact center (University helpdesk) services to support customers of the
Office of Information Systems (students, faculty, staff and external customers).
ESSENTIAL DUTIES AND
RESPONSIBILITIES:
Manage the OIS contact center
(University helpdesk) with first-line support for OIS customers, including
phone, walk-in, on-line and chat support to solve technical problems. Supported hardware includes Windows and Mac
platforms, mobile computing devices, and voice systems. Supported applications include e-mail,
Internet/intranet access, database management, programming languages, statistical
software, office applications, remote access to the network and more.
Conduct periodic meetings
with OIS managers and other IT managers throughout the University to ensure the
contact center is prepared for application, system, network or other changes or
implementations that would otherwise impact the contact center’s ability to
serve its customers.
Manage and develop support
staff and student employees to consistently provide a professional level of
support. Provide motivation and
administrative support and identify training needs to maximize employees’
potential. Oversee the scheduling and
follow through of customer appointments with the goal of continuous
improvement.
Evaluate and select tools to
facilitate serving customer base.
Provide input and recommendations on issues that have an impact on
supporting the University’s computer and network users. Manage a knowledge base and trouble ticket
application (URI currently uses Remedy) to expedite the assistance of clients
on the use of hardware, software and services, and to be used for self help
applications.
OTHER DUTIES AND
RESPONSIBILITIES:
Responsible
for coordinating expanded support activities during fall semester as students
move into URI housing and residential life facilities (university dormitories).
Use helpdesk tools and
statistics to log, track/monitor customer support requests. Provide periodic (weekly, monthly, and
annual) reports summarizing statistics and permutations related to contact
center activities and resolution times to gauge performance and areas for
improvement in contact center.
Maintain high level of
understanding of current developments in the assigned area of responsibility
and anticipate future needs associated with helpdesk/call center
technology. This includes monitoring
trends in emerging technologies and providing advice to the Director of NETS on
modifications in technical skill sets of staff and students working in the
contact center.
Perform other related duties
and responsibilities as assigned.
LICENSES, TOOLS AND
EQUIPMENT:
Current
understanding personal computer hardware and software, operating systems,
printers, personal computer security, and helpdesk or call center application
(such as Remedy). Must be proficient in the
use of personal computers including software applications such as spreadsheets,
word processors, presentation software, etc.
ENVIRONMENTAL CONDITIONS:
This position is not
substantially exposed to adverse environmental conditions; however, the individual
must be able to work safely in an environment with possible exposure to
electrical hazards.
QUALIFICATIONS:
Required:
Bachelor’s degree; with 6 years’ experience providing Information Technology
support to users in a technical capacity (preferably in a university
environment). Prior supervisory
experience required, including experience supervising students. Must have excellent verbal and written
communication skills with the ability to communicate technical information to
non-technical people; demonstrated ability to understand and support needs
users in a complex computing and networking environment (preferable in a
university environment). Demonstrated ability to assess and implement IT
systems or applications that lead to more effective services/support for
customers. Strong
customer service orientation (preferably in higher education) with excellent
interpersonal skills; demonstrated ability to train students and support
staff; ability to coordinate and motivate large numbers of student
workers. Preferred:
Master’s degree; experience in teaching IT related skills or
applications; experience in using and/or managing helpdesk or call center using
knowledge bases and appropriate trouble-ticket systems (such as Remedy)
experience in preparing reports and presentations; experience in the design and
selection of effective information technology support systems/services.
ALL REQUIREMENTS ARE
SUBJECT TO POSSIBLE MODIFICATION TO REASONABLY ACCOMMODATE INDIVIDUALS WITH
DISABILITIES.