What are the responsibilities and job description for the Helpdesk Remote Agent position at Touro College New York?
Overview
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The Touro Helpdesk associate will answer and assist with requests from faculty, staff, and students from across the Touro College and University System. The Touro Helpdesk manages incidents and request for all Insitutiuonal areas: Finance, Information Technology, Student Services, and Human Resources. This position is not a technical position. This is a fully remote position.
Responsibilities
- Respond to email, web-form, and phone requests to facilitate resolution
- Route and assign requests regarding topics like: TouroOne, Canvas, email identity management, Student Services, general login accounts, and computer installation and updating
- Update and complete requests within ServiceNow
- Work closely with IT specialists: applications, network server local support techs, and other IITS technical teams to track resolutions to completion
- Work closely with subject matter experts to appropriately transition incidents to student administrative services, human resources, and finance departments
- Track incidents and requests to completion and escalate to subject matter experts when necessary
- Assist with writing and/or editing internal and external documentation
- Any additional task(s) requested by supervisor(s)
- Make sure incidents are up to date with responses
- Host requested Zoom sessions with employees and/or students
Qualifications
Education/ Experience
- Bachelor’s degree or the equivalent in education and work experience
- Two years’ experience in a service environment
Knowledge/ Skills/ Abilities
- Ability to clearly explain service issues, effectively answer questions, and write cogent and understandable text; in all cases being able to render technical answers into understandable non-technical terms.
- Service oriented approach to problems
- Excellent problem solving skills and proven ability to follow through on requests
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