Job Information
Harvard University Alumni Service Desk Specialist in Cambridge, Massachusetts
61287BRAuto req ID:61287BRJob Code:403060 IT Support Associate I Department Office Location:USA - MA - Cambridge Business Title:Alumni Service Desk SpecialistSub-Unit:------------ Salary Grade (https://hr.harvard.edu/salary-ranges#ranges) :054Time Status:Full-time Union:55 - Hvd Union Cler & Tech Workers Basic Qualifications:
1-2 years of related experience, education may count towards experience.
Superb written and oral communications skills, with excellent attention to detail.
Knowledge of standard applications including Microsoft Office suite, email, and calendar management.
Additional Qualifications and Skills:
Dedication to a customer obsessed framework
Strong oral and written communication skills
Highly skilled in remote communication etiquette via telephone and email
Ability to work independently using available resources and documented processes
Strong organization skills, resourceful and an effective problem-solver
Strong commitment to growth through learning and flexible to change
Ability to manage and prioritize multiple tasks based on business needs
Must be conscious of and adhere to data security and risk management protocols
Must have ability to handle confidential materials with discretion and display sound judgment
Knowledge and skill in Microsoft 365 & Office Suite (Word, Excel, Outlook, Teams).
Exceptional computer skills with the capability to master new software applications
Additional Information: This is a time-limited position with a set end date of June 30, 2024.
This position requires a 3 month orientation and review period.
Please include a cover letter with your application.
Why AA&D?
We are a dedicated team of 400 alumni affairs and development professionals supporting Harvard’s advancement activity through roles that include front-line fundraising, alumni and volunteer engagement, technology, events, communications, prospect management and research, business process, talent management and many other areas.
Harvard’s Alumni Affairs and Development team inspires and galvanizes alumni, friends, and members of the University community to support Harvard through philanthropy, governance, and active engagement. AA&D believes a workplace that reflects the diversity of our society and our ever-evolving University constituency makes us a stronger and more effective organization. Our goal is to create an environment of respect that values the many talents, perspectives, and experiences of our community, to deliver the strongest possible results by incorporating diverse perspectives into our daily work, and to make AA&D a great place to work for everyone. AA&D strives to live our values of respect, inclusion, trust, collaboration, innovation and sharing of information in our daily interactions and our work.
To learn more about how Harvard supports diversity and inclusion throughout the University please visit the Office for Diversity, Inclusion & Belonging at https://dib.harvard.edu/.
Harvard University Benefits: Information can be found at https://hr.harvard.edu/totalrewards.
Accommodations : Harvard University welcomes individuals with disabilities to apply for positions and participate in its programs and activities. If you would like to request accommodations or have questions about the physical access provided, please let your recruiter know.
Vaccine Requirements : Harvard University continues to place the highest priority on the health, safety and wellbeing of its faculty, staff, and students, as well as the wider community. Please note that all new employees are required to provide proof of primary series COVID-19 vaccination upon hire, as detailed on our COVID-19 Vaccine Requirement Webpage (https://huhs.harvard.edu/covid-19-vaccine-requirement-faqs) . Harvard University Health Services employees and other health care individuals are also required to be up to date on vaccination as described by the CDC. Individuals may claim exemption from the vaccine requirement for medical or religious reasons. Additional information regarding this requirement, exemptions, verification of vaccination status, and other related policies and resources may be found on the University’s COVID-19 Information Website (https://huhs.harvard.edu/covid-19-information#gsc.tab=0) .
Department:Alumni Affairs and DevelopmentPre-Employment Screening:Criminal, Education, IdentityJob Function:Alumni Affairs and Development, Information TechnologyPosition Description:
College Alumni Programs & Service Desk User Support
Escalate and properly resolve assigned in-bound support concerns from a diverse community of alumni and community received via multiple high volume phone lines, email inboxes, and customer service tickets
Answer inbound phone calls and provide direct customer service to alumni and community members
Effectively interact with users of all technical skill levels and coach through procedures to net intended results (registrations, data updates, class submissions, access support)
Assist Reunion registrants and donors and accept payments and donations following PCI (Payment Card Industry) compliant credit card handling processes on approved equipment
Identify and report potential security incidents
Deploy, refine, and update templated email responses, FAQs, and other resource documentation
Learn, understand, and utilize key functionality of supported applications to resolve in-bound calls, emails, and tickets
Continue to learn about supported applications including new features and enhancements delivered through software releases and upgrades
Perform additional tasks as needed to ensure a high-level of support
Data Entry, Integrity, and Reporting
Enter alumni data and account information based on approved processes
Review, compile, and sort data in addition to verifying accuracy
Generate reports, and follow data and records retention protocols
Perform additional tasks as required to ensure data integrity and accuracy
Administrative
Supply prompt updates to users, colleagues, and management on the status of outstanding issues
Sort, organize, and process paperwork and financial records after entering data
Scan documents and print files
This is a time-limited position that will work to June 30, 2024 and will be based on our campus in Cambridge, MA with opportunities for being remote during off-peak periods.
School/Unit:Alumni Affairs and Development EEO Statement: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, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.Working Conditions:
Work is performed in an office setting
Occasionally required to work outside of normal business hours and may be called during off hours. This includes during the Harvard Winter recess period as well as Memorial Day
Job Summary: This is a time-limited position that will work to June 30, 2024 and will be based on our campus in Cambridge, MA, in a hybrid work environment.
Alumni Affairs and Development (AA&D) comprises the University Development Office (UDO), Faculty of Arts and Sciences (FAS) Development, AA&D Resources, and the Harvard Alumni Association (HAA). There is a unique relationship between the University and the FAS fundraising operations, resulting from a long history in which University fundraising ultimately grew out of College fundraising.
AA&D Resources
AA&D Resources encompasses teams that support all units across AA&D plus all schools and units across the University. AA&D Resources includes Technology and Support Services, Business Process and Operations, Alumni and Development Services (ADS), Administration and Finance, Events, Communications Creative Services, Research and Prospect Management, Human Resources, and the AA&D Talent Program.
ADVANCEMENT SOLUTIONS
Advancement Solutions within Alumni Affairs and Development (AA&D) sits at the intersection of the rapidly evolving landscapes of business program operations, business intelligence, data science, Customer Relationship Management (CRM), technology, and customer service. The team sustains critical systems, business processes, operations, and customer service for staff, alumni, and donors.
POSITION DESCRIPTION
The Alumni Service Desk Specialist serves as the first point of contact for annual reunion registration and support for external customers and internal partners. The AA&D Service Desk is responsible for resolving the requests, both technical and non-technical, from all Harvard alumni and donors while providing high quality customer service.
Commitment to Equity, Diversity, Inclusion, and Belonging:Harvard University views equity, diversity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.