Roles & Responsibilities

Representative (Student Service CSC Rep)

A Representative (Rep) is a student employee of the ITaP Customer Service Center who is generally the first person with whom a student customer will interact.  Reps have strong customer service skills and are capable of understanding computing issues that may prevent customers from doing required work.  Reps enjoy working with customers and troubleshooting customer incidents.  

Representative Supervisor (Student Service CSC Rep Supervisor)

Representative Supervisors (Supers) are responsible for the smooth operation of the ITaP Customer Service phone center and walk-in area.  Supervisors are student employees who lead by modeling exceptional customer interactions, enjoy working in a team environment and can manage a wide variety of work related problems.  Supers are involved with the hiring, scheduling, and training of Reps.  Supers coordinate the opening and closing of the Customer Service Center walk-up desks, and act as a resource for less experienced Reps and monitor Rep compliance with ITaP polices.  Supers have “Point” responsibilities that include resetting student passwords, assigning tickets, etc.

Service Desk Specialist (Tier 1 - IT Technician, Senior)

Service Desk Specialists are staff employees responsible for assisting faculty and other staff members at the university.  Specialists utilize remote tools and other resources to provide desktop support to Cooperative Services Desktop Support (CSDS) and College of Agriculture (CoA) customers, and can assist other customers with enterprise system support.  Specialists also perform infrastructure monitoring and Event Management process duties. 

Desktop Service Specialist (Tier 2 - IT Technician, Lead)

Desktop Services Specialists support faculty and staff customers, and generally provide second tier support for issues in the CSC.  In the Point Person role, Desktop Specialists are responsible for monitoring the email queue and answering questions from the Reps.  They are also responsible for interacting with other teams to ensure the CSC has the most up to date information, providing training on new services, and keeping internal and public documentation up to date.