Senior Endpoint Support Analyst

Department Summary

Customer Success proactively manages IT customer satisfaction and loyalty, ensuring interactions meet customer needs and managing and resolving common customer inquiries and needs. Customer Success acts as the “front door” for ITS, providing tiered support to handle most common IT user needs including software, endpoint, and access inquiries. This team provides service management expertise and program design including incident management, problem management, change management, asset management and inventory control, and knowledge management grounded in ITIL principles.

Customer Success enables service excellence and a spirit of continuous improvement by monitoring key performance factors such as customer satisfaction and customer service and implementing process improvements. The Endpoint Solutions team enables operational excellence by focusing on elevating the performance of customer support to campus-customers. The team plans, designs, configures, and troubleshoots endpoint devices including desktops, laptops, mobile phones, and other network‑connected devices.

The team enables smart inventory management, plans for hardware and operating service upgrades and changes, and coordinates across ITS and the university to anticipate the endpoint needs of campus customers. Endpoint Solutions design and implements process improvements that drive improvements in accuracy of responses, timeliness of ticket‑closure, user‑experience, and customer satisfaction.

Customer Success proactively manages IT customer satisfaction and loyalty, ensuring interactions meet customer needs and managing and resolving common customer inquiries and needs. Customer Success acts as the “front door” for ITS, providing tiered support to handle most common IT user needs including software, endpoint, and access inquiries. This team provides service management expertise and program design including incident management, problem management, change management, asset management and inventory control, and knowledge management grounded in ITIL principles.

Customer Success enables service excellence and a spirit of continuous improvement by monitoring key performance factors such as customer satisfaction and customer service and implementing process improvements. The Endpoint Solutions team enables operational excellence by focusing on elevating the performance of customer support to campus-customers. The team plans, designs, configures, and troubleshoots endpoint devices including desktops, laptops, mobile phones, and other network‑connected devices.

The team enables smart inventory management, plans for hardware and operating service upgrades and changes, and coordinates across ITS and the university to anticipate the endpoint needs of campus customers. Endpoint Solutions design and implements process improvements that drive improvements in accuracy of responses, timeliness of ticket‑closure, user‑experience, and customer satisfaction.

The Senior Endpoint Support Analyst will provide technical support and assistance to students, faculty, and staff. The Senior Endpoint Support Analyst will engage with callers and customers whose inquiries, issues, or interruptions have been escalated beyond the first level of support within the Endpoint Solutions team. This individual will use their deep knowledge of UCLA's endpoint devices such as laptops, desktops, tablets, mobile phones, printers, scanners, and virtual environments to facilitate timely and impactful resolutions while delivering customer service excellence.

The Senior Endpoint Support Analyst will positively impact UCLA's operations and culture by enabling University stakeholders to effectively access and leverage technology and technology services in service of the institution's academic mission. This team member will advance the University's mission by delivering exceptional information technology services comprehensively and consistently across faculty, staff, and students. This role will execute UCLA's vision while upholding UCLA's culture and values.

• UCLA provides a full pay range. Actual salary offers consider factors,…