The Service Desk functions as the primary liaison between IT teams and Chamberlain Group's customers. It is both customer–facing and focused on its main objectives, which are to drive, improve services to and on behalf of the business. This role will coordinate Service Desk activities internally utilizing the Incident Management process. They will communicate directly with customers and work with the CIT teams to move incidents and operational change requests throughout the life cycle.

• Provide timely and accurate Service Desk support through telephone and e-mail to internal and remote customers, including, but not limited to troubleshooting desktops, laptops, printers, logins, passwords, peripheral devices and enterprise software and services. Log all support inquiries in the Service Desk tool and ensure descriptions are clear and accurate. Process change requests including telecom, hardware, software, user accounts, remote access, purchasing and general operational changes. Provide effective incident and problem resolution using automated systems and processes
• Handle internal procurement activities for non-standard and customized orders
• Create and maintain documentation of support activities and technical issues
• Follow-up on escalated calls to ensure timely response. Manage service level agreements with customers and ensure commitments are met. Initiate appropriate escalation, emergency responses and disaster processes as necessary
• Provide after hour support coverage
• This position requires regular and predictable on-site attendance and the ability to work the particular shift and/or schedule to which you are assigned, as well as additional hours as needed.
• Protect Chamberlain Group’s reputation by keeping information confidential
• Maintain professional and technical knowledge by attending educational workshops, professional publications, establishing personal networks, and participating in professional societies
• Contribute to the team effort by accomplishing related results and participating on projects as needed.

Education/Certifications:

Associate's degree or equivalent business experience

Experience:

• 0 to 2 years of experience in Service Desk support/customer service environment
• ITSM tools / Service Now experience a plus.

Knowledge, Skills, and Abilities:

• Establishes effective working relationship with customers
• Technical knowledge of hardware and software including Local Area Networks, mobile devices and other collaborative tools
• Excellent communication skills.
• Strong service orientation with the ability to understand technical problems and clearly explain solutions to customers at all levels within the organization
• Knowledge with Windows o/s, Office Suite and e-mail applications

• SAP support knowledge a plus.

Other:

Ability to travel up to 25%+; both international and/or domestic travel may be required