Help Desk - WiscIT Lead Position Description

Help Desk WiscIT Lead Position Description

Position Summary

WiscIT leads work to improve the Help Desk's use of WiscIT, DoIT's Information Technology Service Management (ITSM) tool. Students in this position will collaborate with agents, the WiscIT team and Help Desk partners to improve efficiency and our overall level of service. WiscIT leaders will have the opportunity to improve their skills in communication and process design. They will engage in a meaningful way with enterprise level software that is used by hundreds of organizations across the country. WiscIT leads are expected to continue their professional growth at the Help Desk by participating in trainings for new services and by completing HDQA training, if this has not been completed upon hire. This position reports to the WiscIT Product Lead. WiscIT leads will earn $13.75 an hour for all Help Desk hours worked.

Duties

50% - Help Desk Operations

30% - WiscIT Management and Administration

15% - Training and Documentation

5% - Professional Development

Required Experience and Skills

Preferred Experience and Skills