Service Request Coordinator
Working Title: Service Request Coordinator
Position Type: University Managerial and Professional Staff
Department: Information Technology Services
Posting Date: 04-05-2017
The University of Virginia department of Information Technology Services (ITS) seeks an IT Service Request Coordinator to join an expanding Service Request Operations team. The Service Request Coordinator will be responsible for assigning, tracking, monitoring and processing service requests related to CIO-area services, with a heavy emphasis in Information Technology Services, and documentation in accordance with established Service Level Agreements and quality standards. As part of the Service Request Operations team, the Service Request Coordinator will develop and implement both process improvements and managerial status reporting that improve the effectiveness and efficiency of IT Service Request processing, Tier 2 and Tier 3 trouble resolution, and time to completion (fulfillment) of requests. The incumbent will also be expected to learn about technologies specific to the University's IT services and to assist various engineering teams and end-users with creation of, fulfillment of, and processing of service requests. A qualified candidate will have Bachelor's degree, or equivalent experience, with solid technology-related customer service/relationship management experience.
Required Knowledge, Skills and Abilities:
Must be highly detail oriented, possess planning, coordination and follow-through skills with the ability to quickly master a wide variety of IT services in terms of features, options and user interfaces, etc.
Effective communication skills, both oral and written, with customers of various skill levels (end users, management, and engineers or field technicians) and comfortable presenting to each of these levels.
Able to work independently with minimal supervision.
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