Support Services Coordinator

Support Services Coordinator


Benedictine University is an inclusive academic community, inspired by the Catholic intellectual tradition and Benedictine values. We seek employees who will contribute to the advancement of our mission by helping students shape lives of meaning and purpose as engaged citizens who care for the Earth, welcome people of diverse faiths and cultures, and promote the common good.

Primary Duties and Responsibilities:

Job Title: Support Services Coordinator

Department: Information Technology

Reports to: Director of IT Support Services

Status: Full-Time, Benefit Eligible

Location: Lisle Campus

Position Summary: The Support Services Coordinator provides support in all areas of the IT Help Desk’s case entry/resolution/escalation/documentation, IT student worker shift scheduling and training, and support of the administrative, and operational activities for Information Technology.

This position carries out routine and semi-routine work within work parameters for the unit under general supervision and must be able to multitask in a fast-paced, customer service-focused, confidential environment. This requires excellent understanding of general office management practices, IT customer service and resolution, as well as the role the tasks and responsibilities of this position play in the achievement of these goals.

The Support Services Coordinator responds with information, assistance, documents requests, or transfers request to appropriate person / department, and assists with department related activities.

Essential Job Responsibilities:

1. Handle/answer inbound requests from customers. Answer Help Desk requests, phone calls, and tickets in a timely, effective, and professional manner. Support and provide superior customer service to all end users via various communication methods. Resolve customer support issues and provide all users with proper resolution, via troubleshooting techniques. Deliver prompt and accurate assistance, with the highest levels of quality service and professionalism. Research required information using available resources. Escalate requests with specific/complex inquiries to appropriate department or person.

2. Recognize, document, and alert IT leadership of trends in customer requests. Suggest process improvements for the department. Retain and execute proficient knowledge of daily processes and procedures. Assist with customer service training for the Help Desk team. Assist and mentor student workers. Serve as front facing IT support representative to the University and team lead on an as-needed basis. Use an effective approach to handle communication tasks such as call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.

3. Manage and coordinate responsibility for IT student employees providing leadership and day to day direction.

4. Ensure accurate ticket entry and assignment into service management solution and provide reports on open, closed, and ticket type trends. Enter Space Reservations for University requestors into reservation system; coordinate with registrar’s office and space requestors when necessary.

5. Perform customer service based on Benedictine University’s mission, vision, direction, and business objectives. Reinforce organization and department policies, processes, and procedures. Assist with special projects and other duties as assigned. Ability to work successfully as part of a team.

6. Enter, as needed, support tickets with external platforms and vendors to initiate service calls for hardware. This includes, but isn’t restricted to, the university’s print system, space reservation system, and others as identified.

Other Functions:

Maintain high degree of professionalism.

Flexibility to work extended or modified hours.

Computer literate with specific proficiency in MS Office products.

Assist in password and MFA reset requests and new student first class sessions accessing university systems.

Other duties as assigned

Minimum Job Requirements:

Education: High School Graduate/GED Required, Bachelor's Degree Preferred

Experience: Previous Call Center or Help Desk experience preferred

Specific Skills:
Familiar with standard service desk operations.
Strong written and verbal communication skills.
Exceptional customer service skills.
Strong problem solving and analytical skills.
Ability to handle multiple ongoing activities in a fast-paced environment.
Ability to prioritize and organize own work and manage time effectively.
Understand the impact of attitude when communicating with a customer.
Effectively deal with job stress and frustrated customers.
Ability to handle diverse people.
Use the most appropriate way to communicate with different behavior types on the telephone.
Apply the proper telephone etiquette to satisfy various customer situations.
Apply appropriate actions to effectively control a telephone call.
Meet commitments to customers

Specific Knowledge, Licenses, Certifications: No
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Physical Requirements:

Per Gov. Pritzker’s Executive Order proof of vaccination or weekly COVID-19 testing is required.

Travel (If applicable): No

Supervisory Responsibility (if applicable): Yes - Supervises student employees (the number to be determined the by the amount of open hours and positions to cover said hours) for Information Technology. This position provides first-level support to student workers. Responsibilities may include interviewing, hiring, and training student employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining student employees; addressing complaints and resolving problems.

Working Conditions: Customer service facing environment

Training: Must complete all trainings required by Benedictine University.

Required Qualifications:



Education: High School Graduate/GED Required, Bachelor's Degree Preferred

Experience: Previous Call Center or Help Desk experience preferred

Specific Skills:
Familiar with standard service desk operations.
Strong written and verbal communication skills.
Exceptional customer service skills.
Strong problem solving and analytical skills.
Ability to handle multiple ongoing activities in a fast-paced environment.
Ability to prioritize and organize own work and manage time effectively.
Understand the impact of attitude when communicating with a customer.
Effectively deal with job stress and frustrated customers.
Ability to handle diverse people.
Use the most appropriate way to communicate with different behavior types on the telephone.
Apply the proper telephone etiquette to satisfy various customer situations.
Apply appropriate actions to effectively control a telephone call.
Meet commitments to customers

Specific Knowledge, Licenses, Certifications: No

Physical Requirements:

Per Gov. Pritzker’s Executive Order proof of vaccination or weekly COVID-19 testing is required.

Travel (If applicable): No

Supervisory Responsibility (if applicable): Yes - Supervises student employees (the number to be determined the by the amount of open hours and positions to cover said hours) for Information Technology. This position provides first-level support to student workers. Responsibilities may include interviewing, hiring, and training student employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining student employees; addressing complaints and resolving problems.

Working Conditions: Customer service facing environment

Training: Must complete all trainings required by Benedictine University.

Benedictine University does not discriminate in its admissions or educational policies, programs or activities; scholarship and loan programs; athletic and other University administered programs or employment practices on the basis of race, creed, color, national origin, sex, sexual orientation, age, disability, military or veteran status, marital status, citizenship, or any other characteristic protected by applicable law. The laws applicable to Benedictine University include constitutional and statutory protections of the University's rights as a religiously sponsored institution. This policy of equal employment opportunity applies to all employment and personnel practices including, but not limited to, recruiting, hiring, promotion, training and compensation.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. The following of campus specific guidelines for pandemic protocols are required.

Benedictine University is an Equal Opportunity Employer.