Help Desk - Data & Metrics Student Lead Position Description (Student Leadership Program)

This document describes the Data & Metrics Student Lead position at the Help Desk.

Position Summary

The Data & Metrics Student Lead works with the User Services Data & Metrics Specialist and their team to improve how the Help Desk uses data. This includes developing data and visualizations used by both internal staff and external customers. The Student Lead collaborates with other Data & Metrics Student Leaders and Help Desk leadership to enhance existing queries, reports, and visualizations, as well as create new ones as needed. Students in this role have opportunities to grow their analytical, design, and communication skills, and will work extensively with Tableau—a tool used by hundreds of organizations nationwide.

Data & Metrics Student Leads are expected to continue their professional growth at the Help Desk by completing Onsite and HDQA training if it was not finished prior to hire. This position reports to the Data & Metrics Specialist. Students in this role will earn up to $18.25 per hour, depending on their current training level, for all Help Desk hours worked.

Duties

Help Desk Operations - 50%

Perform regular Help Desk duties, including Phone, Chat/Email, Onsite, or HDQA shifts as scheduled.

WiscIT Management and Administration - 40%

Become a subject matter expert on Tableau and Help Desk data
Maintain and improve existing dashboards, reports, and other visualizations
Identify opportunities for new workbooks, dashboards, and additional data use cases
Meet regularly with Help Desk Supervisor to ensure their data needs are met
Assist with transitioning existing Help Desk dashboards to the UW-Madison server environment
Manage additional Data & Metrics projects as they arise

Training and Documentation - 5%

Create and maintain the Data & Metrics Team's documentation
Help train new student leads into the role

Professional Development - 5%

Professional development looks different for everyone, and we want to ensure you have time to build your skills.

Required Experience and Skills

Minimum of two semesters of Help Desk experience (summer term counts as a semester)
Successful completion of Advanced Phones (Pick 3/6) and Chat/Email training
Some knowledge of Tableau or knowledge about data visualization
Ability to work independently to prioritize and complete projects
Must be able to work 15–20 hours per week, with 5–10 of those hours dedicated to Data & Metrics Student Lead projects during business hours (8–5, Monday–Friday)
Ability to become Onsite and HDQA trained within two semesters