NTID Service Desk Representative II

Essential Duties & Responsibilities Serves as the first point of contact for customer support, providing assistance via phone, chat, tickets, and in-person interactions Documents and logs all customer interactions in the ticketing system, ensuring accurate records and leveraging knowledge management resources for efficient issue resolution Resolves customer inquiries by troubleshooting problems, coordinating with internal departments, and escalating complex cases when necessary Trains and supervises student support staff, ensuring proper workflow, scheduling, and performance evaluation to maintain high service standards Collaborates with faculty, staff, and external partners to assess service needs, schedule resources, and ensure the successful use of provided technology and support servic…