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The IT Service Desk Agent provides first-level technical support to students, faculty, staff, and other authorized users. This position serves as a primary point of contact for technology-related questions, incidents, and service requests received through telephone, email, chat, walk-in support, and the IT service management system.Â
The Service Desk Agent delivers timely, courteous, and effective assistance; documents customer interactions accurately; resolves common technology issues; and escalates more complex matters to the appropriate technical support team. This is an entry-level position designed for an individual who has foundational technical knowledge, strong customer-service skills, and an interest in developing a career in information technology.
The University of Memphis is a leading, student-centered, urban public R1 research institution. Located in Memphis, Tennessee, on 1,160 acres. The University serves a population of nearly 20,000 students and 2,500 employees, including more than 1,000 full-time faculty members. The University offers bachelor’s degrees in more than 230 areas of study, master’s degrees in more than 50 subjects and doctoral degrees in 26 disciplines; supported an institutional record of more than $100 million in research awards for FY24; and has an operating budget of close to $500 million.
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