Service Desk Specialist
*Cover letter is required with application.*
Summary: The Service Desk Specialist is an exemplary welcoming face for the School of Business, provides outstanding service and information by receiving visitors at the Student Engagement Suite service desk, and autonomously resolving or appropriately directing any request in a timely, reliable, and empathetic manner.
- Serves as first point of contact for all visitors to the Student Engagement Suite. Welcomes and engages all visitors (i.e. current students, faculty, staff, prospective students, and any others) to identify and address their needs including in-person, phone, email, and other forms of contact.
- Works in partnership with hiring managers to ensure that new suite members have a proper orientation to working in the student engagement suite.
- Coordinates day to day operations of the suite, including mail distribution, managing shared spaces and supplies, and coordinating SES-level room management/reservation systems.
- Assists with maintaining cleanliness and order in the suite and breakroom, as well as creating opportunities for community and morale building.
- Works with suite visitors to book and manage appointments with degree program and center of excellence staff members.
- Helps students and other guests to appropriately complete forms and applications, as well as utilize computerized information systems; consults the appropriate documentation or resource persons to obtain and provide accurate information.
- Distributes documents, packages, and other items on behalf of staff members in the suite, as well as Enrollment Management welcome materials and interview day items during prospective student visits.
- Demonstrates knowledge of, and proactively connects School of Business students with on-campus resources and offices as needed.
- Provides general administrative support to the Integrative Student Services Center of Excellence.
- Identifies opportunities for new efficiencies and collaborates with staff colleagues to support an excellent student experience in School of Business degree programs.
Required Education, Knowledge, Skills, Abilities:
- High School education or equivalent and three to five years of administrative, office, or related experience.
- Proficient in computer software skills e.g. word processing and spreadsheets. Able to learn and utilize appropriate software packages. Easily negotiates internet and online resources.
- High level of professionalism. Knowledge of general office practices and procedures.
- Strong interpersonal and communication skills (verbal and written), including ability to effectively work in diverse and inclusive communities.
- Ability to recognize and address detailed needs of units and own responsibility.
- Ability to analyze and interpret data, engaging in formal and informal problem-solving.
- Understands and follows policies and procedures.
Preferred Education, Knowledge, Skills, Abilities:
- Associate degree.
- Responsible for own work.
Note: This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by his/her supervisor.
In order to provide a safe and productive learning and living community, Wake Forest University conducts background investigations and drug screens for all final staff candidates being considered for employment.
Wake Forest seeks to recruit and retain a diverse workforce, and encourages qualified candidates across all group demographics to apply.
Winston-Salem, North Carolina, United States