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Staff Human Resources Help Desk Agent
Non Work-study

Hiring Information
Hiring Unit: SHR
Pay Rate: 13.50
Final Filing Date: 9/26/19 or
Until Filled
Employment Date: TO 2020-09-30 00:0
Hours: Min 12, Max 19
Schedule: Varies
Job Description
Skills Required: Summary:

Support UCSC affiliates by responding to tickets in IT Request (Service Now) that are assigned to the Staff Human Resources (SHR) Help Desk.

On our team of problem solvers, we hire for character. Naturally, there are requisite skills that must be effectively demonstrated. Yet, over and above the required skill set, we’re searching for someone who desires to serve others effectively, with a pleasant disposition, and be driven to excel at delivering helpful solutions to the issues that cause pain for our campus customers. See these resources to learn a bit more of what we’re looking for in our next teammate:

--Pat Lencioni’s “Ideal Team Player”
--Adam Grant’s “Give and Take”
--Harvard Business Review’s 2015 article about Southwest hiring dedicated people

We’re chiefly interested in excellence of character, more than mere years of experience.

Skills, Knowledge, and Abilities Required:

Strong customer service orientation
Communicate effectively, both orally and in writing
Ability to produce error-free instructions and correspondence in English
Use critical thinking skills to diagnose and solve issues
Ability to learn new browser-based systems quickly (training available)
Ability to work independently and collaboratively
Conscientious of agreed upon deadlines
Knowledge of best practices for handling confidential information
Must be able to pass the Live-Scan Fingerprinting background check
Must be able to work at UCSC Scotts Valley Center location (transportation provided)
Preference will be given to those who are able to commit to working during the summer months

Skills Preferred:
Percentage of Time Duty
80% Provides support and assistance for the UC Learning Center, Appraisals, and SHR Help Desk via IT Request (e.g. provide assistance in the use of the UCSC online appraisal tool for staff)
Respond to submitted tickets in a timely manner
Determine nature of support required
Explanation of workflow processes
Answering ‘How to’ questions
Reassign tickets to appropriate technician if necessary
Document, flag, and be able to summarize any support trends
10% Create Knowledge-Base Articles for the Learning Center and Appraisal teams
Following up with, and resolving older tickets in IT Request

10% Other duties as assigned
Courses Required:
Computer Keyboarding Filing Alpha
Macintosh Numerical
Windows Color
Unix Driving Car
Word Processing Truck
Spreadsheet Other Lifting
Databases Fingerprinting Required
Other Hazardous Substances
Special Comments: In the space provided under 'Additional Information', please answer these four questions:
1.) Have you looked up where the Scotts Valley Center is located and are you willing to work here?
2.) What is your availability for this fall, winter, and spring (as much detail as you are able to provide)?
3.) Please describe a customer service problem you solved in which you were proud of the outcome (200 words or less).
4.) Please describe a time when you were receiving instructions about a job/task and, by asking clarifying questions, you were able to avoid unnecessary pain or waste of resources (200 words or less).

*Successful completion of background history check is required.

*Please note that this position is located off-campus at the Enterprise Technology Center (ETC) in Scotts Valley (100 Enterprise Way). LYFT is available at no cost to students working at the ETC who are commuting from campus or the Metro Transit Center.
Payroll Information
Service Team: SHR Operations
Hiring Supervisior: McCall, Nathan
Supervisor Phone: 831-459-3827
Supervisor Email:
Account Numbers: 7-660779-4037-66055-2
Home Department: 000218
Classification: Assistant IV
Title Code: 4919
Date Approved: 8-30-2019


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