AAD Technology Team Summary The Alumni Affairs and Development (AAD) technology team collaborates with business departments across the University to identify and implement technology solutions that support the alumni affairs and development business initiatives. The team manages three portfolios of enterprise applications.
The AAD Service Desk is responsible for resolving the requests, both technical and non-technical, from all Harvard alumni while providing white-glove level customer service. Additionally, the AA&D Service Desk is responsible for triaging and resolving all staff requests as it relates to all AA&D enterprise applications and security rights, including all engagement applications, business intelligence applications, Advance, the Alumni.Harvard community, and more.
Duties & Responsibilities
This position is looking for a positive, customer service focused individual with high attention to detail. The ideal candidate for this role would be able to successfully multitask between different types of customer service requests, both in person, over email, phone, and ticketing systems. This position would involve switching between reception work (30%) and service desk support (70%) while working at the reception desk.
Friendly and professional welcoming of internal and external clients, staff members, vendors, and visitors to AA&D
Ensures that visitor's log has been signed
Notify staff members of the arrival of their visitor by email and phone if necessary
Answer and manage the multi-line telephone system in an appropriate manner
Receive and manage deliveries, mail, and packages including moving items weighing up to 35lbs
Receive, document, and inform recipients of interoffice mail and packages in a timely manner
Keep common areas including reception area organized and neat
Open and close reception each day
Service Desk User Support
Handle in-bound support calls from staff and alumni
Document the call in the proscribed ticketing system
Perform standard triage steps including identity verification
Resolve or escalate the support request per triage instructions
Complete tickets that may have been worked on by other staff members
Provide additional support depending on AA&D needs
Identify potential security incidents and escalate accordingly
Learn, understand, and use key functionality in all ATSS supported applications in order to resolve user support calls
Maintain knowledge of key marketing pieces in order to resolve user support calls
Continue to learn about ATSS supported applications including new features and enhancements delivered through software releases and upgrades
Act as point of contact for the HUIT field support team for receiving and providing loaner equipment and collecting the necessary information to manage the equipment inventory
Coordinate with the Technology Operations team to ensure there is sufficient loaner equipment available
Evening/weekend/holiday working times maybe required based on business priorities. This includes during the Harvard Winter Recess period as well as Memorial Day
Please include a cover letter with your application.
Skills testing may be a component of the interview process for this position.
The department of Alumni Affairs and Development at Harvard University is committed to diversity. We welcome applicants who bring varied experience, thought, and practice to the department's mission to maintain and enhance an engaged community of alumni and friends worldwide and to lead the University's fundraising efforts.
Harvard University Benefits Package Vacation/Sick/Personal/Holidays: Harvard offers 3 (union roles) - 4 (exempt) weeks paid vacation, a paid holiday break between Christmas and New Year's Day, 12 paid sick days, 11.5 paid holidays, and 3 paid personal days each year. Medical/Dental/Vision Benefit: Harvard offers a variety of excellent medical, dental, and vision plans which all begin on the first day of employment. Retirement: University-funded retirement plan with full vesting after 3 years of service. Tuition Assistance Program: Competitive tuition assistance program, $40 per class at the Harvard Extension School and discounted study options through participating Harvard Graduate Schools. Transportation: Harvard offers a 50% discounted MBTA pass as well as parking options to assist employees in their daily commute to campus. Wellness Options: Harvard offers programs and classes at little or no cost, including stress management, massages, nutrition, meditation, and complimentary health services. There are also fee-based athletic facility memberships available at various locations around the university for employees.
Salary Grade: 054
Union: 55 - Hvd Union Cler & Tech Workers
Minimum of one (1) year of experience in customer service
High School graduate or equivalent required
Ability to lift a maximum of 30-35 pounds is required for this position
Dedication to high quality customer service standards
Knowledge of standard PC applications including the Microsoft Office suite, email, and calendar management
Demonstrated skill with end user focused work requiring clear communication and collaboration across teams
Strong verbal and written communication skills
Demonstrated high skill with telephone management and etiquette
High attention to detail and organizational skills
Must be a resourceful and effective problem-solver
Must be motivated to learn and flexible to change
Ability to manage multiple tasks
Must be conscious of data security and risk management
Able to work effectively with internal and external constituencies in a University environment
Must have an even disposition, calm and poised in the face of frustrated individuals, and be able to work effectively and politely with all people from all types of backgrounds and experience and in all types of situations
Demonstrated skill in applying available resources and following documented processes
Able to work independently and as part of a team
Business/secretarial training or education beyond high school preferred
EQUAL OPPORTUNITY EMPLOYER: We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Internal Number: 49952BR
About Harvard University Alumni Affairs and Development
Harvard University is devoted to excellence in teaching, learning, and research, and to developing leaders in many disciplines who make a difference globally. The University, which is based in Cambridge and Boston, Massachusetts, has an enrollment of over 20,000 degree candidates, including undergraduate, graduate, and professional students. Harvard has more than 360,000 alumni around the world. The University has twelve degree-granting Schools in addition to the Radcliffe Institute for Advanced Study, offering a truly global education. Established in 1636, Harvard is the oldest institution of higher education in the United States.