Service Desk Associates are the foundation of the Harvard Law School Service Desk support team. They provide high-touch technology support to our community of students, faculty and staff. Our Service Desk staff maintains a consistent focus on our customers' needs by developing and demonstrating proficiency in our Service Mindset and Trusted Advisor competencies. They resolve customer service requests by providing timely, high-quality resolutions on first contact and follow through on those they cannot resolve, collaborating with their colleagues at the Service Desk to deliver a solution.
As a SDA-I you will:
Monitor incoming service channels and ticketing system, respond to customer requests and maintain/update documentation.
Staff service desks and address customer needs in a timely, professional manner.
Provide knowledgeable technical support via the phone, walkup and remote tools.
Perform basic AV setups, strikes, and event support, primarily using built-in classroom technology.
Perform basic audio and video postproduction: trimming and delivering media to customers.
Participate in small-scale student or public-related deployment and operational projects.
Perform other duties as required.
Occasionally required to work outside of normal business hours, and may be called during off hours
Required to work Veterans Day, Presidents Day, Alumni Reunions Weekends, Admitted Students Weekends, and other holidays/weekends as needed to support HLS Events and Activities.
Be a part of excellence and leadership in legal education and scholarship at Harvard Law School. We are a community of talented people from diverse backgrounds, lived experiences, and perspectives, dedicated to advancing the cause of justice all over the world. We value our differences and our diversity as a source of strength. We are committed to developing and inspiring our students and our workforce. Whoever you are, whatever you do, however you do it, Harvard Law School is a place where you can thrive.
All offers to be made by HLS Human Resources.
Salary Grade: 053
Union: 55 - Hvd Union Cler & Tech Workers
Minimum of 1 year of experience relevant to the essential responsibilities and providing customer service.
We are looking for people with:
Interpersonal communication skills with dedication to providing a high level customer service
Good analytical and active listening skills
Empathy, professionalism, and good judgment
Prior phone and in-person support experience
Ability to organize and coordinate workload independently among constant deadlines and shifting priorities
Working understanding of technical endpoints including Microsoft and Apple personal computers and audiovisual equipment
EQUAL OPPORTUNITY EMPLOYER: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Internal Number: 52657BR
About Harvard University Law School
Harvard University is devoted to excellence in teaching, learning, and research, and to developing leaders in many disciplines who make a difference globally. The University, which is based in Cambridge and Boston, Massachusetts, has an enrollment of over 20,000 degree candidates, including undergraduate, graduate, and professional students. Harvard has more than 360,000 alumni around the world. The University has twelve degree-granting Schools in addition to the Radcliffe Institute for Advanced Study, offering a truly global education. Established in 1636, Harvard is the oldest institution of higher education in the United States.