ENTERPRISE SERVICE CENTER REPRESENTATIVE
Req #: | 172636 |
Department: | UW INFORMATION TECHNOLOGY |
Appointing Department Web Address: | http://www.washington.edu/uwit/employment/ |
Job Location: | Seattle Campus |
Posting Date: | 09/30/2019 |
Closing Info: | Open Until Filled |
Salary: | Salary is commensurate with experience and education. |
Shift: | First Shift |
Notes: |
As a UW employee, you will enjoy generous benefits and work/life programs. For detailed information on Benefits for this position, click here.
If you would like to find out more about what it is like to work for UW-IT, as well as to get a feel for our culture and our people, visit us at our employment website. |
UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty. All of which has allowed the UW to be nationally recognized as a “Great College to Work For” for six consecutive years.
UW Information Technology (UW-IT) is the central information technology organization for the University of Washington, responsible for strategic planning, oversight, and direction of the UW’s IT infrastructure, resources, and services. UW-IT provides critical technology support to all three campuses, UW Medicine, and research operations around the world. UW-IT partners with the UW community to enable innovation, learning, discovery, and service.
UW-IT Customer Service & Support (CSS) is a full-service organization providing 24x7x365 support to UW faculty, staff, and students within the ITIL service management framework. We are the liaisons between UW-IT and the University, representing UW-IT and advocating on behalf of our customers. CSS operates the Service Center assisting the UW community; monitors and troubleshoots University systems and applications; and collaborates with UW partners to develop strategic customer solutions.
UW-IT has an outstanding opportunity for an Enterprise Service Center Representative.
The Enterprise Service Center Representative of Customer Service and Support (CSS) is responsible for providing customer support for the enterprise technology services within the context of the UW-IT Service Center. CSS provides support of technical services in support of the University’s mission. This position provides customer support through incident management, request fulfillment and provisioning of IT services within the context of the UW Information Technology Service Center. The Enterprise Service Center Representative partners with UW-IT service teams in the development, design and delivery of those services.
The Enterprise Service Center Representative provides tier-1 support for the UW NetID system including 100+ categories of customers, eight classes of UW NetID's, and all services listed in the UW-IT Service Catalog. Maintains a broad knowledge of the complex service offerings of UW Technology is required to deliver an understandable response to our broad customer base of ~650,000
REQUIREMENTS:
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
DESIRED:
CONDITIONS OF EMPLOYMENT:
Work in an open office environment and contribute to collaborative team work focused on problem-solving. Daily interactions with other team members, subject matter experts and stakeholders at all levels of the organization. While the general working hours are within Monday through Friday, 8 a.m.-5 p.m., the Enterprise Service Center Representative will, on occasion, need to adjust hours to accommodate the business needs and deadlines.
Must participate in a rotating on-call service and respond to major service and network problems and outages.
This is an essential position and is required to report to work remotely when UW suspends operations.
Application Process:
The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These assessments may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment you will be prompted to do so the next time you access your “My Jobs” page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.
Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.
The University of Washington is a leader in environmental stewardship & sustainability, and committed to becoming climate neutral.
The University of Washington is an equal opportunity, affirmative action employer. To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 / 206-543-6452 (tty) or dso@uw.edu.