Helpdesk Operations Administrator

Job Description

Position Summary
Monitor and intake requests for Steinhardt Technology Services (STS) Helpdesk queue, a high-volume inbound call center. Designate STS resources to meet the needs of the NYU Steinhardt community, including initial request triage, Knowledge Base article maintenance, customer relationship management(CRM) tool development, and service oversight. Direct requests to teams or agents depending on the request details. This position ensures quality control for all help requests across Steinhardt Technology Services for Faculty, Researchers, Staff, and Administrators. Analyzing key performance indicators(KPIs) for data tracking and CRM dashboard development for Helpdesk service clients. Ensure data quality standards are met and identify trends that determine if and what additional training or actions are needed to improve efficiency.

Qualifications
Required Education:
Bachelor’s Degree

Required Experience:
2+ years in a customer service environment with heavy inbound request volume with an increasing list of responsibilities or an equivalent combination of knowledge and experience. Experience with supervision.

Preferred Experience:
Related experience in a college or University environment.

Required Skills, Knowledge and Abilities:
Microsoft Word and Excel Proficiency. Excellent written and verbal skills, problem-solving, and interpersonal skills. Ability to work independently and in a team environment. Willingness to learn new skills and systems. The ability to execute multiple work tasks, prioritize work, and interact effectively with in a diverse population.

Additional Information
In compliance with NYC’s Pay Transparency Act, the annual base salary range for this position is USD $67,000.00 to USD $77,000.00. New York University considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, education/training, key skills, internal peer equity, as well as, market and organizational considerations when extending an offer. This pay range represents base pay only and excludes any additional items such as incentives, bonuses, clinical compensation, or other items.

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