Service Desk Specialist
Role Overview
Facilitates front-line Service Desk support so end users can resolve incidents and have service requests fulfilled efficiently.
Enables Service Desk Analysts and resolves escalations, with expertise in one or more service areas such as IT, finance, facilities operations, payroll, and benefits.
Key Skills for This Role
Full Job Posting
Role overview
Facilitates front-line Service Desk support so end users can resolve incidents and have service requests fulfilled efficiently.
Enables Service Desk Analysts and resolves escalations, with expertise in one or more service areas such as IT, finance, facilities operations, payroll, and benefits.
Work arrangement
- Eligible for flexible work, including remote work up to three days per week; at least two days per week are in the office.
- Additional office attendance may be required based on operational needs.
Compensation and schedule
- Salary is $39.06–$49.30 per hour.
- The position is 1.0 FTE, 35 hours per week, on a 12-month calendar.
Responsibilities
- Train, guide, and orient analysts, temporary employees, and work-experience or practicum students.
- Resolve complex issues and escalations; direct analysts and liaise with Service Owners and departments.
- Train staff on systems and procedure changes; help develop and revise procedures.
- Share domain system updates and support knowledge management and new-service processes.
- Administer Service Desk platform accounts, alerts, reports, and staff usage.
- Maintain and review knowledge repository articles and support documentation.
- Author and update the Service Desk section of the CBE Insite portal.
- Draft system notifications and coordinate accurate, timely, authorized communications.
- Act as an escalation point for support-service problems and assist staff in restoring productivity.
Posting details
The source description ends mid-sentence after describing escalation support, so later role details may be missing.
Requirements
- Provide expertise in a service area such as IT, finance, facilities operations, payroll, or benefits.
- Support and guide Service Desk Analysts in resolving incidents and fulfilling service requests.
- The description allows cross-training to support more than one area of expertise.
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