Client Services Analyst

Get to Know Us!

Marshall University is a public comprehensive university with a rich history as one of the oldest institutions of higher learning in West Virginia. Founded in 1837 and named after Chief Justice John Marshall, definer of the Constitution, Marshall University advances the public good through innovative, accredited educational programs. We are located in downtown Huntington, West Virginia, with additional locations in South Charleston, Point Pleasant, Teays Valley and Beckley.

Marshall University’s mission, inspired by our Vision and Creed, includes a commitment to:

• Offer a wide range of high quality, affordable, and accessible undergraduate, graduate, and professional education that prepares students to think, learn, work, and live in an evolving global society.
• Create opportunities and experiences to foster understanding and appreciation of the rich diversity of thought and culture.
• Maintain a dynamic intellectual, artistic, and cultural life by promoting and supporting research and creative activities by undergraduates, graduates, and faculty.
• Contribute to the quality of life of the community, region, and beyond through applied research, economic development, health care, and cultural enrichment.
• Cultivate the development of an inclusive, just, and equitable community.

The Client Services Analyst is an essential member of the Higher Education IT team, focusing on ensuring exemplary support, operation, and optimization of the institution’s client services and service desk functionalities. This role involves direct interaction with end users, understanding their needs, and working collaboratively to resolve issues and improve user experiences. The successful candidate will have a balance of technical knowledge, an understanding of higher education environments, and the capability to communicate efficiently with a diverse range of stakeholders.

• Provide frontline and Tier 2 support to end users, addressing and rectifying technical challenges.
• Monitor service requests, ensuring timely resolution and user satisfaction.
• Liaise with other IT departments or vendors when escalated support is needed.

• Collaborate with users to gather feedback and understand areas of improvement for information technology.
• Evaluate current technology operations to pinpoint areas for optimization.
• Implement changes that enhance the efficiency and effectiveness of client services.

• Develop and maintain user guides, FAQs, and training materials for commonly faced issues.
• Organize workshops or training sessions, equipping users with knowledge to make the most of institutional IT resources.
• Work in tandem with other departments to ensure consistent training methodologies and materials.

• Track and analyze key performance metrics related to service desk requests and resolutions.
• Generate periodic reports highlighting service performance, user feedback, and areas for improvement.
• Use data to inform decisions about future changes or enhancements to client services.

• Maintain open channels of communication with users, ensuring they are updated about ongoing issues, resolutions, or IT initiatives.
• Engage in multidisciplinary teams and projects to represent the voice of end users.
• Collect and prioritize user feedback to drive continuous improvement.

• Stay up-to-date with emerging best practices, technologies, and trends in client service management.
• Explore and recommend tools or methodologies that can elevate the institution’s client services.

• Maintain the Health Sciences student testing computer fleet, ensuring devices are updated, functional, and ready for use.
• Provide on-site support during high-stakes exams, including laptop distribution, monitoring, and rapid issue resolution.
• Respond quickly to urgent testing-related problems, including short-notice support needs.
• Work effectively with people and under pressure in a rapidly changing environment.

• Support the technical and…