Job Details

Respond to and diagnose problems through discussions with users. Perform analysis and assist in a variety of service desk activities, including but not limited to:

• Providing support for customers and end users of services
• Guiding end users through troubleshooting procedures
• Processing and escalating service requests
• Providing technical assistance in the setup, installation, and configuration of desktop software and hardware

Service Desk analysts answer customer calls, respond to emails, escalate records to Tier 2 analysts and/or service owners, may perform onsite support, and provide follow-up to customers as needed. They may also be asked to maintain knowledge base articles and provide assistance during major incidents. Analysts are responsible for determining the needs of faculty, staff, and students and the proper support of those needs. They take ownership of all interactions, utilize appropriate follow-through, and provide timely feedback. Use the Incident Management and Request Fulfillment processes along with the Knowledge Management tool as designed. Identify opportunities for improvement.

Required Skills

• Strong problem-solving and analytical skills
• Excellent communication skills for discussions with users and team members
• Experience in troubleshooting and providing technical support
• Ability to process and escalate service requests effectively
• Proficiency in the setup, installation, and configuration of desktop software and hardware
• Familiarity with Incident Management and Request Fulfillment processes

Desired Skills

• Experience in maintaining knowledge base articles
• Ability to provide support during major incidents
• Experience in providing onsite support
• Knowledge of opportunities for improvement in service desk activities