I have placed the current job description for the Service Request Desk below. I would like all to read and edit this as you see fit. If you have no editions or deletions to the job description post some thing so I know you have been in and have reviewed this. If you scroll down on the edit page you will see tips for changing the appearance of what you type. Give it a try. Post pictures of your summer. How fancy can you get??? Thanks, Joan

Service Request Desk job description

Position Information

Location: University Computing Services – ITC009

Supervisor: Joan Guralnick

Salary: $7.25-$7.50

Hours: 24/7 including Holidays, breaks etc

Day shift: 0800 to 1800 Monday through Friday Unsupervised shift: 1800 to 0800 Monday through Friday Unsupervised shift: All day and night Saturday and Sunday

This job works with the same principles that any term paper would. If each person takes the initiative to do what is required of them before hand it won't be such a feascoe when it is the end of the term or in this case when the job needs to be taking care of. Think of it as when people will do whatever it takes to make their garbage fit in the can without dumping it, untill it gets too full and explodes on the persons who has too change the liner. If we help each other we help ourselves. So try your best and remember each call is someone that needs our help. -- ChrisWoolston^? - 21 Jul 2005

Qualifications

Customer service skills are a must. Experience with customer service over a phone line preferred. Good communication skills are also necessary. Must be able to follow written instructions without direct supervision.

A calm, enuciated and polite voice to the caller is important, this ensures full and clear information to relay to our techs. Second it ensures the caller their problems are in good hands so they are not hesitant to call us if they have a problem in the future. ChrisWoolston - 12 Aug 2005

Purpose

The Service Request line takes support calls from Faculty and Staff. They gather information for the support technicians. At times, they will relay information to callers. They also monitor numerous devices and programs to ensure the safety and working efficiency of Western Oregon University. Ensures that alarm notification is relayed to Public Safety efficiently and calmly.

Duties and Responsibilities

As this job is listed as an essential service, punctuality and responsibility are paramount. Most communication from University Computing staff to this position will be via email. Providing an email that you check regularly on and off the job for information about this position's responsibilities will be necessary. This position is expected to gather information from support calls. Professional phone contact will be expected.

Some important questions to ask the caller are; WOU# located on the tower of computer or main body of other appliances, Full name and proper spelling of the caller, a number to get a hold of them or an alternate # if they will be off campus, The priority of the problem i.e. if it is preventing them from using their computer then it is a major priority, When a good time is for them to send a tech down i.e. if they leaving work and want to be present when their appliance is being worked on, lastly, remember to ask these questions in a polite and timly manner trying not to interupt the caller this may be discouraging when in need of help. I know it would be for me. ChrisWoolston - 12 Aug 2005

Work Environment

Open office environment. Can be noisy and chaotic, people come in and out of the office all day long. After 1700 and before 0800 the office tends to be quieter. After 1800 the Service Request Representative is often alone in the office. The office is locked with restricted entry after 1700 and before 0800. -- JoanGuralnick - 14 Jul 2005.

Not to worry too much this office is probably the safest place on campus and Public Safety is just a call and two blocks away. For the 1700 and 0800 hours public safty asked us to park our cars in the front of ITC 009 so we can see and here if anything happens, seem highly unlikely though. ChrisWoolston - 12 Aug 2005

sounds good. -- DylanMeyers

sonorous.

-- AdamBates - 17 Jul 2005

I added the times for the day and unsupervised shifts. -- JoanGuralnick - 18 Jul 2005

• Hard to think of anything to add, maybe more of a structure to get a more repetitive interaction with what we are suppose to know and how we implement that in the helpdesk. -- ChrisWoolston - 20 Jul 2005

We could put in ultra high quality pics of the doo dads and what nots we have to operate.

-- DylanMeyers

I added something to Job Responsibilities. -- JoanGuralnick - 25 Jul 2005

Wow, looks like most everything was covered. Sometimes the desk is slow, other times the phone literally rings off the hook (we have a que system that puts people calling in on hold).

-- RonniLuchterhand - 28 Jul 2005

I have no idea why, but I was told to put a message here. -- RichardMansker - 28 Jul 2005

That sounds pretty good. -- AudreyMacken - 01 Aug 2005

Feel free to add or delete anything I've written if you feel I have left anything out, but try to keep the main important ideas. This should be fun and benificial to all of us here at the Helpdesk as we critique each other. Maybe someday we will have a flawless template for future representative to refer to and fully understand their purpose. ChrisWoolston - 12 Aug 2005
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