Student EmploymentCustomer Service Representative
CIT Contact Center (HelpDesk)
General Description
The CIT HelpDesk provides essential support for information technologies at Cornell. The CIT HelpDesk provides direct support to Cornell's faculty, staff, and students as they use information technologies to advance the university's mission.
HelpDesk staff work in a dynamic, fast-paced call center that provides services over the phone, through e-mail, and to walk-in customers by appointment.
- Past work experience in a high-traffic customer service setting.
- Excellent verbal and written communication skills.
- Strong problem solving and research skills.
- Experience usings Cornell's computing services.
- Functional knowledge of Macintosh or Windows computing.
- Freshman and sophomores preferred.
- Federal Work Study preferred, but not required.
Customer Service:
HelpDesk staff are responsible for ensuring customer satisfaction in every step of problem resolution. Staff members are required to track detailed information about each customer's service need in an on-line database. They then document their diagnostic steps as they troubleshoot the reported problem. Extensive research is often required to find the correct solution. Staff follow-up with all customers to ensure that their needs have been met.
Keeping support services running smoothly and efficiently is a priority at the CIT HelpDesk, and all staff are expected to perform other office work as necessary from time to time.
Computing Information and Referral:
HelpDesk staff provide general information about computing services at Cornell. This includes information about access to services provided by CIT and other Cornell departments. HelpDesk staff must be familiar with and abide by university policies associated with responsible use of information technologies.
HelpDesk staff must be able to recognize questions that go beyond the scope of services provided by the CIT HelpDesk, and make accurate referrals to other service providers as needed.
HelpDesk staff work directly with customers to resolve their problems accessing Cornell's networked services. Problem resolution involves gathering information, diagnosing the customers' needs, conducting research to find correct solutions, and confirming that the customers are able to access their required services or applications.
Staff members work in teams that specialize in Macintosh or Windows computing.
Information technology at Cornell is highly dynamic. HelpDesk staff must have the ability to acquire and maintain a working knowledge of a wide range of applications and systems. Staff members must be continually aware of upgrades and software changes that directly effect members of the Cornell community.
In order to develop and maintain this knowledge, HelpDesk staff are required to attend regular meetings and training activities. HelpDesk staff are paid for meeting and training time.
The starting pay is $9.25/hr. HelpDesk staff are expected to work a minimum of 8 hours per week while classes are in session. Additional hours are available during university breaks and over the summer.
Successful staff members have the opportunity to advance to Senior Consultant and Student Supervisor positions. These positions carry additional responsibilities and offer increased pay rates.