Service Desk Analyst 1

Service Desk Analyst 1

This position reports to the Service Desk Manager within Service & Operations, as a vital part of the ITS Service Desk team, providing essential technology support to the LSUA&M campus. It demands excellent customer service skills and expertise in diagnosing, troubleshooting, and resolving campus-wide technology issues. Responsibilities include quickly addressing IT incidents and service requests, ensuring customer satisfaction, and maintaining uninterrupted delivery of IT services.

The ITS Service Desk operates in a dynamic, fast-paced environment and offers support through various channels, including phone, email, in-person, self-service tickets, online chat, and remote access.

Job Responsibilities:

Technical Support:
Diagnose, troubleshoot, and resolve customer IT incidents and service requests efficiently and effectively, ensuring customer satisfaction. Serve as a point of escalation for student Service Desk staff, providing additional guidance and support for troubleshooting customer issues. Take ownership of customer issues, conduct thorough problem analysis, and implement temporary or permanent fixes to promptly restore service, escalating incidents when necessary. Collaborate with fellow Service Desk staff on advanced customer issues to enhance customer support and maximize value to customers.

Utilize the internal ITSM tool to create, follow up on, and resolve each customer incident or service request, maintaining accurate records.

Demonstrate proficiency in troubleshooting Windows, Mac, iOS, Android, and Linux operating systems. Utilize advanced system tools and troubleshooting techniques to identify and resolve network-related, hardware, and software issues on customer devices. Collaborate with the Network Operations Center to detect service outages and implement appropriate response plans. Maintain a strong relationship with other units in ITS and across campus that features constant communication to resolve customer incidents as quickly as possible more effectively.

(60%)

Service Desk Operations:
Provide technical assistance for various systems and applications including our internal ITSM tool, Microsoft Teams telephony, Mainframe, remote software, active directory, and other applications to support Service Desk operations. Create, update, and maintain internal Service Desk knowledge base articles with up-to-date information to ensure effective support operations. Disseminate information about changes or additions to supported services and applications to Service Desk staff, determining the best support plan for customers.

Ensure part-time Service Desk staff are appropriately allocated across all support channels on a daily basis.

Provide operational assistance as needed to the ITS Print Desk to ensure printing services are functional at all times. This assistance includes regular maintenance and troubleshooting of large format printers, performing inventory checks of printing supplies, ordering supplies, and contacting vendors as needed. Collaborate and assist Service Desk management on operational and continual improvement projects. (30%)

Other duties assigned. (10%)

Minimum Qualifications:

• Bachelor's Degree

+LSU values skills, experience, and expertise. Candidates who have relevant experience in key job responsibilities are encouraged to apply— a degree is not required as long as the candidate meets the required years of experience specified in the job description.