Service Desk Tier 1 Chat Lead

University of North Carolina, United States

Updated: about 1 year ago
Location: Chapel Hill, NORTH CAROLINA
Job Type: FullTime
Deadline: 24 Mar 2023

Posting Information
Posting Information


Department ITS - Customer Experience-607000
Career Area Information Technology
Is this an internal only recruitment? No
Posting Open Date 03/15/2023
Application Deadline 03/24/2023
Position Type Permanent Staff (SHRA)
Position Title Technology Support Analyst - Journey
Salary Grade Equivalent IT03
Working Title Service Desk Tier 1 Chat Lead
Position Number 00062227
Vacancy ID P017079
Full-time/Part-time Permanent/Time-Limited Full-Time Permanent
If time-limited, estimated duration of appointment
Hours per week 40
Work Schedule
40 hours per week/ 8a – 5p Mon – Fri; hours are subject to change based on business needs
Work Location Chapel Hill, NC
Position Location North Carolina, US
Hiring Range $58,000 - $62,000
Pay Band Information
To learn more about the pay band for this branch and role, please see the Career Banding rates spreadsheet .

Position Summary Information


Primary Purpose of Organizational Unit
ITS Customer Experience & Engagement (CE&E) strives to provide the highest level of customer satisfaction through effective, reliable and professional IT support, in partnership with campus units. Among its functions, CE&E provides website, communications, digital accessibility, and voice services, and support from the Service Desk, including the Business Systems Help Desk.
Position Summary
This position may be eligible for a hybrid work arrangement that may include a partially remote work location, consistent with System Office policy. UNC Chapel Hill employees are generally required to reside within a reasonable commuting distance of their assigned duty station.
ITS Customer Experience and Engagement (CE&E) strives to provide the highest level of customer satisfaction through effective, reliable, and professional IT support, in partnership with campus units. The division advances the University’s role as one of the nation’s leading public universities by providing continuous service improvement and leveraging technology efficiencies and expertise. As part of CE&E, the ITS Service Desk is the first point of contact for IT support at UNC-Chapel Hill. We log all incidents and service requests, execute the incident and request fulfillment processes and route unresolved problems to the appropriate support group. We communicate with users in terms of providing information, advice and guidance. Additionally, we work closely with the specialized Help Desks provided by different departments and schools on campus.
This position provides Tier 1 technical support to faculty, staff and students for a variety of applications and services used across a wide range of systems, networks, and platforms. Areas of support include Lenovo/Mac CCI hardware, Microsoft Windows, Mac OS operating systems, Microsoft Office Professional, various E-mail clients, Internet browsers, networking, and campus IT services. Technical support is provided via phone, web, email, chat, walk-up and social media channels. Principal duties involve diagnosing and resolving customer technical problems in collaboration with Service Desk colleagues.
In addition to day-to-day Tier 1 support, the Chat Lead will have dedicated time to focus on the additional scope of the Chat Lead position. The additional responsibilities include:
* Monitoring trends and assessing needs for additional virtual agent conversations
* Building virtual agent conversations
* Assessing current conversations and focusing on continuous improvement
* Virtual agent metrics monitoring & reporting
* Virtual agent usability & abandonment
* Suggesting changes to the Tier 1 Manager for improvements to the chat platform
* Training new employees
* Performing quality assurance/control for our chat support
* Working closely with the ITSM platform team on various projects
Minimum Education and Experience Requirements
Associate’s degree in Computer Information Technology, computer Technology Integration, Networking Technology, or related area and one year of experience in the information technology field related to the position’s role; or 
- Bachelor’s degree from an appropriately accredited institution and one year experience in the information technology field related to the position’s role; or 
- Bachelor’s degree in computer science, computer engineering, math or engineering or related technical degree from an appropriately accredited institution; or an equivalent combination of education and experience. 
- Journey level required an additional one year of experience 
- Advanced level required an additional two years of experience.
Required Qualifications, Competencies, and Experience
* Intermediate knowledge and understanding of supported applications 
* Customer relationship tracking system experience 
* Previous service desk experience 
* Exceptional communication skills 
* Exceptional customer service skills 
* Power user understanding of Windows and Mac environments 
* Strong interpersonal skills
Preferred Qualifications, Competencies, and Experience
* At least 2 years of telephone technical support experience 
* Strong understanding how contact centers (CCaaS) work
* Ability to analyze metrics and reporting
* Experience with scheduling and forecasting
* Experience with quality assurance/control
* Academic environment experience 
* ServiceNow experience 
* Microsoft Office 
* Exchange 
* Windows and Apple Products and Operating Systems 
* Campus IT experience (UNC or other campus environment) 
* Programming language knowledge 
* ERP, Oracle, Banner or similar systems support 
* Ability to multi-task (i.e., typing and talking)
Required Licenses/Certifications
Special Physical/Mental Requirements
100% technical support over the phone which requires long term sitting or standing at a desk for 8 hours a day.
Campus Security Authority Responsibilities
Not Applicable.
Position/Schedule Requirements Overtime occasionally, Weekend work occasionally
Special Instructions
Quick Link https://unc.peopleadmin.com/postings/252254

Contact Information


Office of Human Resources Contact Information
If you experience any problems accessing the system or have questions about the application process, please contact the Office of Human Resources at (919) 843-2300 or send an email to [email protected]
Please note: The Office of Human Resources will not be able to provide specific updates regarding position or application status.
Equal Opportunity Employer Statement
The University of North Carolina at Chapel Hill is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender, gender expression, gender identity, genetic information, race, national origin, religion, sex, sexual orientation, or status as a protected veteran.

Similar Positions