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Financial Service Desk Staff

The University of Georgia
Athens Area
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Job Details

Posting Number:


Working Title:

Financial Service Desk Staff


FD-Support Services

About the University of Georgia:

The University of Georgia (UGA), a land-grant and sea-grant university with statewide commitments and responsibilities, is the state’s oldest, most comprehensive, and most diversified institution of higher education ( UGA is currently ranked among the top 15 public universities in U.S. News & World Report. The University’s main campus is located in Athens, approximately 65 miles northeast of Atlanta, with extended campuses in Atlanta, Griffin, Gwinnett, and Tifton. UGA was founded in 1785 by the Georgia General Assembly as the first state-chartered University in the country. UGA employs approximately 1,800 full-time instructional faculty and more than 7,700 full-time staff. The University’s enrollment exceeds 39,000 students including over 30,000 undergraduates and over 9,000 graduate and professional students. Academic programs reside in 18 schools and colleges, as well as a medical partnership with Augusta University housed on the UGA Health Sciences Campus in Athens.

Posting Type:


Retirement Plan:


Employment Type:


Benefits Eligibility:

Benefits Eligible

Full/Part time:

Full Time

Additional Schedule Information:

Monday – Friday 8am – 5pm

Advertised Salary:

Commensurate with Experience

Posting Date:


Open until filled:


Proposed Starting Date:


Location of Vacancy:

Athens Area

EEO Policy Statement:

The University of Georgia is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, ethnicity, age, genetic information, disability, gender identity, sexual orientation or protected veteran status. Persons needing accommodations or assistance with the accessibility of materials related to this search are encouraged to contact Central HR ([email protected]).

UGA Statement:

PLEASE NOTE: On December 7, 2021, the federal District Court for the Southern District of Georgia issued a preliminary injunction against enforcing the vaccine requirement for
Federal Contractors pending further review. As a result, the requirements of the Executive Order and associated guidance, including the vaccination requirement for covered contractor employees, are currently not in effect.

The University of Georgia is a Federal Contractor as defined by Presidential Executive Order 14042 and subject to the requirement that Federal Contractors must ensure that all covered employees, including those working remotely, are fully vaccinated by January 4, 2022. You may be required to show proof of your fully vaccinated status at the time of your start date, or have received a medical or religious exemption from the fully vaccinated requirement at the time of your start date. For more information regarding the Federal Contractor fully vaccinated employment requirement please visit or call (706) 542-2222.

Classification Title:

Business Operations Paraprofessional/Professional



Job Family:

Business And Finance



Minimum Qualifications:

Requires technical knowledge in the field acquired through an apprenticeship, a 2-year degree, or professional certificate. Please contact your Human Resources office for an evaluation of education/experience in lieu of the required minimum qualifications.

Preferred Qualifications:

-Experience with customer service
-Experience with assisting others with IT and application issues

Position Summary:

This position will staff the Finance Service Desk in support of UGA Financial systems, including UGA Financials, UGA Budget Management, and reporting in Data Warehouse. The position will also provide backup support for Directory Assistance. The successful applicant will work collaboratively with Service Desk Manager and other staff, Directory Assistance personnel, Business Analysts, and distributed financial teams within the Central Offices to address questions/inquiries from UGA staff, faculty, business managers/CFOs, students, and external suppliers. Daily work includes handling inbound phone calls/emails, utilizing case management system for customer responses/case transfers – customer services oriented in both spoken and written communications. Adjust as processes/policies change, flexibility and adaptation to changing requirements, integration of best practices, utilization of technology tools to ensure delivery of quality support that effectively addresses UGA culture and expectations. The position reports directly to the Service Desk Manager.

Knowledge, Skills, Abilities and/or Competencies:

- Will work independently and in a team setting.
- Consultative and troubleshooting skills – troubleshoot IT and application issues over the phone/via email.
- Financial consultative skills – use systems to evaluate financial position/budget available against transactions.
- Excellent detail-orientation and organization skills.
- Foundational understanding of customer service priorities.
- Open to change.
-Excellent written, oral, and interpersonal communication skills.

Physical Demands:

Normal office environment.

Is driving a responsibility of this position?:


Is this a Position of Trust?:


Does this position have operation, access, or control of financial resources?:


Does this position require a P-Card? :


Is having a P-Card an essential function of this position? :


Does this position have direct interaction or care of children under the age of 18 or direct patient care?:


Does this position have Security Access (e.g., public safety, IT security, personnel records, patient records, or access to chemicals and medications):


Credit and P-Card policy:

Be advised a credit check will be required for all positions with financial responsibilities. For additional information about the credit check criteria, visit the UGA Credit Background Check website.


- Possess the knowledge, skills and abilities to handle triage and respond to policy, procedure and operational questions across all UGA Finance topics with high customer service standards.
- Use case management technology, email, and telephone system systems to receive inbound customer requests/questions.

Percentage of time:



- Recognize, advise, and resolve level 1 and level 2 questions with input from appropriate support staff, as needed.
- Review and facilitate cases through process flows within the Service Desk and in collaboration with the EITS Help Desk, F&A functional units and USG Shared Services.
- Follow-up with customers as needed with open cases or tickets.
- Direct non-employees through Supplier registration process.
- Resolve Touchnet password issues.
- Perform Expense Report transaction corrections.
- Participate in meeting individually with unit business management teams.
- Understanding of financial processes analysis for callers (CBOs, CFOs, Accountants, Business Managers) regarding: Reporting, Analysis of budget/transaction issues, Instruction, with depth/breadth of knowledge in a number of financial areas, including GL/Accounting, Commitment Control/Accounting, Accounts Payable, Grants, etc.

Percentage of time:



Support UGA Directory Assistance (DA) 2-3000) for inbound directory calls, utilizing Directory Database, Peoplesearch, Google and other tools to direct callers to correct individuals, departments. Maintain professional phone courtesy and accuracy in redirecting. Direct callers to MarComm, or UGA Police, depending on situation. Primarily serve as backup to existing DA staff for daily breaks (lunch, restroom, meetings, training, etc.) as well as vacation coverage.

Percentage of time:



Assist with reporting and other service desk management responsibilities.

Percentage of time:



Suggest and assist in developing topics for continuous improvement for client lifecycle management to the Communications and Training teams, assist with training for internal and external customers.

Percentage of time:



Assist with special projects and other duties as assigned.

Percentage of time:


Contact Details:

For questions concerning this position or recruitment progression, please refer to the Recruitment Contact listed below. For assistance with your application or login, please email [email protected]

Recruitment Contact Name:

Billy Knight

Recruitment Contact Email:

[email protected]


The University of Georgia, a land-grant and sea-grant university with statewide commitments and responsibilities, is the state’s oldest and most comprehensive institution of higher education. Founded in 1785, it is the birthplace of public higher education in America.

Today, UGA enrolls more than 40,000 undergraduate, graduate, and professional students. The main campus has 460 buildings on 767 acres of land. The total acreage of UGA in 30 Georgia counties is 41,539. UGA has 18 colleges and schools, which include Agricultural and Environmental Sciences, Arts and Sciences, Business, Ecology, Education, Engineering, Environment and Design, Family and Consumer Sciences, Forestry and Natural Resources, Graduate School, Journalism and Mass Communication, Law, Pharmacy, Public Health, Public and International Affairs, Social Work, Veterinary Medicine, and the Honors College. It offers 24 baccalaureate degrees in more than 140 fields; 33 master’s degrees in 144 fields; 8 educational specialist degrees; four doctoral degrees in 99 areas; professional degrees in law, pharmacy and veterinary medicine; and more than 170 study-abroad and exchange programs. UGA Libraries rank among the nation’s best research libraries and contain a total of 5.3 million volumes and one of nation’s largest map collections. The university has had 25 recipients of the prestigious Rhodes Scholarship, making it one of the nation’s top Rhodes producers among public universities. UGA is home of the Peabody Awards, presented annually for distinguished achievement and meritorious public service for television, podcast/radio, and digital media. It also is home of Georgia’s State Botanical Garden, state Museum of Art and State Museum of Natural History. Additionally, UGA has one of the largest and most comprehensive public service and outreach programs conducted by an American educational institution.

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215 S. Jackson St.
United States
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