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Position Objectives:
The IT Service Desk provides essential support for information technologies at Yola Training Centers. IT Service Desk provides direct support to Yola‘s faculty, staff, and students as they use information technologies to advance the Yola Center‘s mission. Service Desk staff work in a dynamic, fast-paced call center that provides services over the phone, through e-mail, phone, Chat and in person (for walk-in customers). Position Responsibilities: Customer Service: - Service Desk staff is responsible for ensuring customer satisfaction in every step of problem resolution. Staff members are required to track detailed information about each customer‘s service need in an incident management system. They then document their diagnostic steps and communications with the customer as they troubleshoot the reported problem.
- Investigation and use of a knowledge base is required to find the correct solution. Staff follow-up with all customers to ensure that their needs have been met. The ability to communicate effectively and professionally with members at all levels across the Yola global community is essential.
- Keeping support services running smoothly and efficiently is a priority at the IT Service Desk, and all staff are expected to perform other office work as necessary from time to time.
Computing Information and Referral: - Service Desk staff provides general information about computing services at Yola. This includes information about access to services provided by IT Dept and other Yola departments. Service Desk staff must be familiar with and abide by Yola policies associated with the responsible use of information technologies.
- Service Desk staff must be able to recognize questions that go beyond the scope of services provided by the IT Service Desk, and make accurate referrals to other service providers as needed.
Problem Resolution: - Service Desk staff works directly with customers to resolve their problems accessing Yola‘s networked services. Problem resolution involves gathering information, diagnosing the customers‘ needs, conducting research to find correct solutions, and confirming that the customers are able to access their required services or applications.
- Staff members work in teams that specialize in Macintosh or Windows computing.
Training: - Information technology at Yola is highly dynamic. Service Desk staff have the ability to acquire and maintain a working knowledge of a wide range of applications and services. Staff members must be continually aware of changes that directly affect members of the Yola community.
- In order to develop and maintain this knowledge, Service Desk staff are required to attend regular meetings and training activities. Service Desk staff are paid for meeting and training time.
Compensation and Advancement: - Successful staff members have the opportunity to advance to IT Supervisor positions. These positions carry additional responsibilities and offer increased pay rates.
