Job Details

The IT Customer Service Specialist is responsible for delivering technical support and assistance to end-users across the organization. This role involves diagnosing and resolving hardware, software, and network-related issues, ensuring the optimal performance and utilization of IT resources andservices. The specialist serves as a key point of contact for users experiencing technical difficulties, providing timely solutions and maintaining high levels of customer satisfaction.

Duties:

• Provides customer escalation support via phone, ticket, and walk-in to assist in resolution of customer issues with a focus on maintaining an exceptional customer experience
• Assists with maintaining OU IT Service Desk AI chat technology
• Actively collaborates with team members via internal collaboration tools to answer questions and provide guidance
• Performs daily operational activities such as escalation management, running reports, reviews open tickets that require additional activity, and ensuring customer satisfaction and feedback is managed appropriately.
• Assists with development, communication, and execution of technical support and service delivery processes.
• Assists with IT system administration and configuration of various tools used in providing IT support (remote support, cloud contact center, AI chat, Service Center signage)
• Work closely with senior IT staff to monitor, analyze, and respond to incidents and tickets this may also include reviewing of current policies and procedures
• Continuously looks for ways to enhance and make improvements on the internal and external OU IT Knowledge base content
• May collaborate with cross functional teams to address IT initiatives
• Assists in special projects or other duties as assigned
• Provides coaching, training, and support to entry-level technicians and assist with knowledge transfer and best practices for ensuring successful resolution of issues and an exceptional customer experience
• Monitors and responds to after-hours incidents, including system outages, upgrades, project deadlines, and emergency situations, ensuring timely resolution and proper escalation as needed
• Performs various duties as needed to successfully fulfill the function of the position