Description:
The Service Desk Analyst is responsible for organizing and maintaining the efficient operations of the Service Desk. The primary duties involve analyzing service desk requests received from students, faculty, and staff, offering direct assistance whenever possible, and routing requests to the appropriate IT teams when necessary. As an expert in processing incidents and service requests, the analyst utilizes an established incident management system to ensure timely resolution. This position demands a combination of technical intelligence, creativity, and exceptional interpersonal skills to provide high quality support. The role requires the ability to organize, prioritize, and work effectively both independently and as part of a collaborative, team oriented environment.
This is a full-time position, working 35 hours per week.
Responsibilities
- Act as liaison and assist all levels of university users with their questions and needs
- Clarify the nature of a problem and provide first line analysis and diagnosis
- Promptly escalate complex or unresolved issues to the appropriate IT team member
- Log incidents and service requests and maintain relevant records from submission to resolution:
- Identify and classify incident types and service interruptions cataloging them by symptom and resolution
- Be familiar with internal policies, procedures, guidelines and available help resources
- Stay up to date on-campus technology changes or issues
- Consistently review client issues and identify solutions and possible side effects.
- Inform users about the process and advise relevant persons of actions taken
- Assist with the development of standards, and apply these to track, monitor, report, resolve or escalate issues
- Contribute to creation of support documentation in knowledge base
- Participate in special projects as assigned
- Respond to questions from walk-ups from various IT service points on campus in conjunction with other IT service staff when available
- Fulfill multiple roles as needed when operating from a satellite service desk and be prepared to multitask
- Provide introductory level of training on basic technology and university IT procedures to faculty and staff on campus
Qualifications
- Two year diploma from a University or equivalent
- IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) would be considered an asset
- 2 - 3 year of related service desk or omnichannel support experience in information technology
- Service Now ITSM experience
- Google Suite and MS Office Suite experience
- Customer service expertise, including strong communication and interpersonal skills
- Ability to work independently and collaboratively in a fast-paced environment
- Ability to be resourceful, adaptable and exhibit self-confidence in tackling unfamiliar information would be an asset