IT Service Desk Analyst

Job Description

This is a mid-level Service Desk analyst position with a primary responsibility of providing desktop support to end-users. At this level, support calls may be complex in nature where judgment will be required in problem resolution. Responsible for maintaining secure and confidential information and must be familiar with specific IT policies and Medical Center regulations. Balances technical knowledge and skill with a high level of customer service objectives in all operations of the Service Desk.

Works to resolve or appropriately escrow issues and assist with maintaining the Knowledge Base (KB). Communicates technical concepts effectively in both written and oral. Applies advanced technical knowledge as well as application access to resolve application problems. Acts as a mentor to junior-level staff and is called upon to act in a Level II capacity to handle more complex internal escalations and take an ownership role in helping to ensure that team service levels are met.

Incumbent must be flexible with scheduling and willing to work nights, weekends, and with on-call rotations.

As a 24/7 single point of contact for all IT needs, we are here to support UCSF’s mission in Advancing Health Worldwide. We are here to enable UCSF staff, faculty, and researchers in their mission to Heal, Teach, Care, and Discover by providing best-in-class IT support. We do this by providing Fast, Efficient, Solutions through our people, technology, and processes. The UCSF IT Service Desk is a one-stop shop for all IT needs.

With a customer base of 40,000 users, we handle more than 20,000 contacts per month received through multiple inbound channels (e.g. Phone, Web, Email, Chat). We provide technical, application, and business support to our customers spanning across UCSF Medical Center, UCSF Benioff Children’s Hospital, Benioff Children’s Hospital of Oakland, UCSF Campus/School of Medicine, and Zuckerberg SF General Hospital. We are one of few organizations within the Academic Healthcare space with a consolidated Service Desk that support clinical, research, and academic environments.

With an overall customer satisfaction rating of 95%, we take pride in our work!

• %
• of time
• Essential Function (Yes/No
• Key Responsibilities
• * (To be completed by Supervisor) *
• 75
• Yes
• Take inbound customer requests via phone, chat, email, or ticket.
  
  Work in a remote capacity to resolve reported issues quickly and efficiently.
• Complete duties with the ability to collect and communicate technical concepts, both written & verbal, to a non-technical audience with a high degree of Customer Service.
• Manage identified issues to resolution and perform quality control on solutions for appropriateness and completeness.
• Accurately record/report support issues and solutions per encounter via work tickets in Service Now.
• Provide front line support for a variety of business applications, provision and administer user accounts and reset passwords in Active Directory.
• Effectively escalat issues to other teams as appropriate per SOP for the best Customer Support experience.
• Utilize the defined and approved IT operational processes in the areas of Incident, Change, Request and Problem Management
• 5
• Yes Major Incident tracking and customer notifications
• 5
• Yes
• Level II duty assignment as applicable – Involves resolution or routing of issues escalated from Level I.
• Work at this level often involves more complex or more time-consuming technical tasks that are not appropriate for front line phone/chat staff to handle.
• May include Deskside/Field work at specific locations
• 5
• Yes Act as a peer mentor to junior level staff
• 5
• Yes Own and maintain knowledge base articles
• 5
• Yes Other special projects as assigned
• 100%
• * To update total %, enter the amount of time in whole numbers (without the % symbol - e.g., 15, 20) then highlight the total sum (e.g., 1%) at the bottom of the column and press F9. The total sum should add up to 100%.)*

• This position requires flexibility to orient and work at all UCSF Medical Center locations.
• 3+ years of experience in IT support
• Demonstrated proficiency in supporting Windows…