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://(Use the "Apply for this Job" box below)..

• 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 to
  higher support tiers and collaborates with external teams to resolve
  issues when needed. Must think of the customer as the most important part
  of the job; promotes a professional Service Desk image and sells the value
  of the Service Desk.
• Production
  requests and batch monitoring (20%):
  Provide technical front-line and
  second 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.
• System
  and application monitoring (20%):
  Monitor system activity/performance for
  a large complex of servers, network interfaces, and peripheral devices,
  taking corrective action in a timely manner. Ensures all monitoring alerts
  are acknowledged, resolved, and cleared from view. Pages on-call staff and
  posts 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 and
  follow; 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 to
  ensure 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 unit goals 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 improvement initiatives. Participate in and encourage a knowledge-sharing environment;
  develop and deliver cross-training activities to Service Desk staff.
  Establish and nurture working relationships with clients and AITS departmental staff.
• Communication
  (5%):
  Keeps peers and end users informed of trends, significant problems,
  unexpected delays, and anything new in the environment that will impact
  customers; keeps customers informed of wide-reaching problems, scheduled
  downtime, etc.; keeps customer informed of progress on problems that
  cannot be resolved on first call. Communicate and coordinate all software,
  hardware, system, and operational problems that arise during shift.
  Possess a clear understanding of critical events when they happen (e.g.,
  system interruptions, server…