IT Service Desk Analyst

Customer Support Administration

Service Desk

IT Service Desk Analyst

Professional Staff

The IT Service Desk Analyst serves as the primary point of contact for technical support at the University of Kansas Medical Center within KUMC IT Services. The analyst responds to technology-related questions, issues, and service requests and assists customers with restoring access to technology services.

The IT Service Desk Analyst provides technical support through phone, email, chat, and in-person interactions. The analyst records and documents reported issues and service requests, troubleshoots issues, and escalates them to the appropriate support teams when needed. The analyst also communicates with customers regarding issue status and resolution.

The IT Service Desk Analyst reports to the Customer Experience Manager.

• Address technical support issues independently and in collaboration with team members.
• Triage technical issues and customer support requests through various contact vectors, including phone, email, chat, and in-person.
• Attempt to resolve customer concerns during the initial contact when appropriate and ensure issues are accurately documented and routed for timely resolution.
• Assist customers with bring your own device (BYOD) and/or managed computers, applications, and IT infrastructure.
• Escalate issues to appropriate support teams, and follow-up on incidents to ensure customer experience expectations are met.
• Document technical support activities into the IT Service Management software and relevant knowledge base.
• Leverage internal team members, subject matter experts, and external resources to answer questions and resolve issues. Provide technical support during scheduled rotations at the Walk-In Appointment Desk.
• Prepare, configure, image, test, and deploy new hardware while reimaging and refurbishing existing devices for redeployment and ongoing lifecycle management.
• Coordinate equipment repairs with support vendors, tracking progress, and validating completed repairs.
• Communicate customer concerns and service needs to the appropriate teams and identify opportunities to improve the customer experience.
• Track assigned incidents through resolution and provide customers with status updates.
• Maintain familiarity with technologies, procedures, operating systems, and applications relevant to service desk support.
• Provide management with feedback on service desk processes and opportunities for improvement.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. It is only a summary of the typical functions of the job, not an exhaustive list of all possible job responsibilities, tasks, duties, and assignments. Furthermore, job duties, responsibilities and activities may change at any time with or without notice.

• This position is 100% onsite.
• This position includes after-hours on-call support rotations; one-week assignments occurring at least every ten weeks or more frequently depending on staff availability.
• The position involves moving equipment weighing up to 50 pounds across campus and placing equipment at heights of up to 6 feet, with or without reasonable accommodation.

Education:

High School diploma or equivalent.

Work Experience:

Six months of customer service experience, preferably in a call center environment.

Education:

Post-secondary education in computer science, information systems, or related technical field.

• Experience in a customer-facing information technology role.
• Experience troubleshooting desktop hardware, software and operating systems.
• Experience troubleshooting computers, printers, scanners, MFDs, and other peripherals both on-site and remotely.
• Experience working in higher education, academic health care, or a similar complex service environment.
• IT service desk or technical support center experience.
• Experience supporting bring-your-own-device (BYOD) users and environments.
• Experience supporting telecommunications and voicemail systems.
• Experience using IT service management or incident tracking systems.
• Experience with unified endpoint management tools.

• Communication
• Interpersonal skills
• Problem solving
• Technical aptitude
• Customer service
• Time management
• Multitasking

• Resume/CV
• Cover Letter

Coverage begins on day one…