Service Desk Analyst

Sponsorship for work authorization is not available for this position.

Responds to inquiries and requests for assistance with computer systems and/or usage. Identifies, analyzes, troubleshoots, and assists in problem resolution, with the aim of eliminating recurrences and reducing repeat calls. This position acts as the first single point of client contact to AITS and serves as a contact for problem reporting and resolution, system status and availability, and general information pertaining to procedures, facilities, and other AITS services, and coordinates with other IT areas to resolve problems as necessary.

For additional information on Administrative Information Technology Services (AITS), please visit: https://www.aits.uillinois.edu/careers.

Sponsorship for work authorization is not available for this position.

Responds to inquiries and requests for assistance with computer systems and/or usage. Identifies, analyzes, troubleshoots, and assists in problem resolution, with the aim of eliminating recurrences and reducing repeat calls. This position acts as the first single point of client contact to AITS and serves as a contact for problem reporting and resolution, system status and availability, and general information pertaining to procedures, facilities, and other AITS services, and coordinates with other IT areas to resolve problems as necessary.

For additional information on Administrative Information Technology Services (AITS), please visit: https://www.aits.uillinois.edu/careers.

• Customer support (20%):
  Provide direct customer support via phone, email, and other support channels. Efficiently troubleshoots to understand and isolate the customer's root issue; utilizes the Knowledge Base as primary resource for finding solutions; thinks creatively to troubleshoot and solve unfamiliar issues; able to make connections between tickets to find common problems;watches for trends that indicate potential problems; directs issues tohigher support tiers and collaborates with external teams to resolve issues when needed.
  
  Must think of the customer as the most important partof the job; promotes a professional Service Desk image and sells the valueof the Service Desk.
• Production requests and batch monitoring (20%):
  Provide technical front-line andsecond tier support related to open systems batch processing (e.g., batch requests, migrations, parameter modification, etc.). Search for and analyze potential operating and batch problems and initiate corrective measures within limits of authority. At times, this will require the candidate to seek out assistance and work with IT professionals both within and outside the administrative IT organization, and the candidate will need to demonstrate flexibility and perform duties as each situation dictates.
• Systemand application monitoring (20%):
  Monitor system activity/performance fora large complex of servers, network interfaces, and peripheral devices,taking corrective action in a timely manner. Ensures all monitoring alertsare acknowledged, resolved, and cleared from view. Pages on-call staff andposts to the university status page to communicate urgent and high priority incidents in a timely manner.
• Incident and problem documentation (10%):
  Logs all calls and email requests into ticketing system; documents solutions in Knowledge Base in a clean,presentable style that is simple for all customers to understand andfollow; includes in support tickets all pertinent facts on the customer and troubleshooting steps that have been attempted to solve issues,particularly for tickets that need to be transferred to higher support tiers; works to eliminate recurring problems.
• Knowledge management (10%):
  Daily and routine management of knowledge articles toensure accuracy and freshness. Create new knowledge articles and update content in existing articles when needed. Maintain content in the knowledge repository so that it is an effective tool for internal support staff and for customers alike.
• Service and process improvement (5%):
  Assist in developing and achieving unitgoals to help improve Service Desk service, productivity, and efficiency.
  
  Participate on project teams to test and implement new products and services, facilitate sharing of information within and across AITS groups,and assist in evaluating software tools to enhance monitoring capabilities. Participate in customer service/process…