The Service Desk Experience Specialist provides extraordinary customer service and experiences within a dynamic, high volume, 24/7 environment by overseeing and coordinating the service desk's policies and procedures in conjunction with the Service Experience Desk Manager. May work across departmental lines and hold responsibilities within other departments in the Libraries.
Manages all aspects of the service desk experience process for the department such as the updating of policies and procedures to better serve our users. This includes but is not limited to identifying ways to continually improve user experience, the processing of guest applications, providing library management system (ALMA) training for departmental staff, voicemail updates for phone services, etc. Engages in a team-based leadership model to assist users in person and virtually in discovering and accessing library resources in support of the research, teaching and learning needs. Initiates proactive problem solving and advocates for solutions that promote transformative learning experiences. Carries out and reports on assessment for library services, and resources for evidence-based decision making. Engages in ongoing professional development initiatives to maintain and enhance skills. Engages in cross-departmental strategic, communication and functional task forces within University Libraries. Performs other duties as assigned.
High School graduation or GED. Two (2) years related experience. Computer literate and technologically adept. Proficiency in MS Office Suite, specifically Outlook, Word, and Excel. Proficiency in Windows Operating System and file management.
Bachelor’s degree Two (2) years of general work experience in a library environment. Public services or customer service experience in an academic library or related environment. Experience with needs assessment. Experience with project management. Supervisory experience.
Experience with online searching, reference resources as well as a variety of online citation and full-text databases
Ability to foster a positive working environment and model the Libraries' values through daily actions and behaviors
Effective leadership skills
Effective project planning and management skills
Effective time management skills
Ability to work collegially and collaboratively with people of diverse backgrounds.
Advanced customer experience skills
Ability to communicate effectively, including excellent interpersonal skills as well as verbal and written skills
Ability to pay attention to detail
Ability to transfer and apply knowledge and experience to new situations
Ability to follow through on projects
Ability to analyze situations and make sound decisions
Ability to excel in a
Internal Number: 8729
About University of Texas at Arlington
The University of Texas at Arlington sets the standard for educational excellence in the thriving Dallas-Fort Worth metropolitan area and is one of the nation’s fastest-growing public research universities. With an enrollment of 38,000 on-campus students and an additional 15,000 online degree-seeking students, UTA is the second-largest institution in The University of Texas System. The University offers more than 180 bachelor’s, master’s, and doctoral degrees through 10 colleges and schools and is rising in stature through its commitment to transforming the lives of students, pushing the boundaries of knowledge, and serving a growing and diverse community. UTA has developed a strategic plan, “Bold Solutions, Global Impact” (http://www.uta.edu/strategicplan). Taking advantage of our unique location at the center of the fastest growing urban region in the U.S. and adjacency to the Dallas-Fort Worth International Airport, our vision is to be ‘The Model 21st Century Urban Research University’. To support this vision, our strategic plan focuses on four over-arching themes across the University: Health and the Human Condition, Sustainable Urban Communities, Global Environmental Impact, ...Data Driven Discovery and Knowledge Management. The College of Engineering is playing a critical role in the advancement of each of these themes. Our highly ranked academic programs attract the best and brightest scholars from around the world, and our faculty and students consistently receive national and international recognition for their accomplishments. U.S. News & World Report ranks UT Arlington fifth among national universities for undergraduate diversity, we are a designated Hispanic Serving Institution, and the Military Times recently named UTA as the best 4-year College for veterans in the state of Texas. The Chronicle of Higher Education ranks UT Arlington among the 20 fastest-growing public research universities in the United States over the last 10 years. With a population of 7 million, the Dallas-Fort Worth Metroplex is the fourth-largest urban area in the United States. It covers an area larger than the states of Rhode Island and Connecticut combined. The Metroplex is the economic and cultural hub of North Texas and has the 10th-largest gross metropolitan product in the world. Not only is it an exciting place to live and work, the Metroplex offers UT Arlington a host of unparalleled scholarly, research, and economic activity. UTA has been a catalyst for redevelopment and revitalization in the central business district of Arlington, establishing a true college town environment in downtown Arlington. UTA’s 20-acre, mixed-use College Park District provides new special events and student living space, restaurants, and parking as part of its broad-based initiative to generate and support economic activity at the city’s urban center. In addition, the University is expanding its footprint in both Fort Worth and Dallas and has plans to increase its global presence building on active partnerships led by the College of Business and the College of Nursing and Health Innovation in Central and South America, South East Asia and the Middle East. For more information on University of Texas at Arlington, visit: www.uta.edu