Job Details
Job Title: Service Desk Specialist II
Location: USO-Shared Services Center
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 298413
Job Summary
The USG Service Desk Specialist II is a non-exempt full-time position within the USG Shared Service Center, that supports 25 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 USG Service Desk Specialist II is located in Sandersville, Georgia and reports to the USG Service Desk Supervisor.
Responsibilities
- Serves as frontline support and issue resolution for all active and former USG employees, institutional practitioners, applicants, USG products, technologies and services.
- Supports the centralized payroll processing workflow by maintaining a smooth support structure, promptly addressing and resolving issues as appropriate, and escalating complex matters to the internal Centralized Payroll Processing team when necessary.
- 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.
Required Qualifications
- Associate's Degree with an accredited institution
- 1 year experience in a Service Desk environment
- 2 or more years of Customer Service experience
