Service Desk Analyst

Job Description

The Service Desk Analyst will provide phone & email based, first level technical support to staff and faculty for the Eastern Iowa Community College campus. The Service Desk Analyst requires an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues.

• Provides excellent customer service to all Eastern Iowa Community College staff
• Answers incoming phone calls promptly and professionally within established Service Level Agreement using Automatic Call Distribution
• Gathers appropriate information to log incidents and service requests in ticketing system accurately and efficiently
• Utilizes, maintains, and improves upon, effective troubleshooting skills, tools, and communication with customers when resolving issues
• Schedules Customer Support Technician Team through Microsoft Outlook or other department utilized applications
• Promotes self-service and aid customers to use self-service when remote or desk side visit could have been avoided
• Works closely with all areas of the Technology Services department to ensure consistent customer support
• Maintains First Call Resolution requirements within established Service Level Agreements
• Ensures accurate and prompt management of escalated or unresolved issues
• Maintains confidentiality for students, faculty and staff profiles
• Establishes and maintains strong working relationships with colleagues, staff, administrators and the general public
• Displays a positive, friendly and respectful attitude towards customers and co-workers
• Possesses strong organizational skills and high attention to detail
• Other duties as assigned by management

• Employee must be able to execute strong customer service skills; 2 years plus of previous customer service experience in a call center environment
• Associates Degree or Certificate/Diploma in computer science or related field
• Strong knowledge of Microsoft based operating systems and software, with an emphasis on Windows 7, Windows 10 and Office 2016

• Basic Active Directory Administration experience
• Experience with ITIL methodology
• Experience supporting Higher Education staff and faculty
• Experience supporting end users utilizing Macintosh operating systems
• Experience supporting end users utilizing educational/presentation technology peripherals
• Experience supporting end users utilizing Microsoft Share Point

• Health, Dental, and Vision insurance
• Company paid STD/LTD Insurance for employee
• Company paid Life Insurance $10,000.00 policy for employee
• Section 125 Flex Spending Account
• 401(K) Retirement Plan and 401(k) match
• Paid Time Off (Vacation, PTO and Holidays)
• Paid Volunteer Time
• Employee Assistance Program

Solutions Management Group is an Equal Opportunity Employer