What are the responsibilities and job description for the Service Desk Analyst position at Solutions Management Group?
Mason City, Iowa
Mason City, Iowa
The Service Desk Analyst will provide remote, phone & email based, first level technical support to staff and faculty. This position requires an aptitude for working with applications/systems to undertake analysis, diagnosis, and resolution of problems, which may range from straightforward to more complicated technical issues. This position will focus on First Call Resolution (FCR) and as needed will escalate the incident to the Customer Support Technicians and other areas of the Technology Services department.
Responsibilities
- Provides excellent customer service to all community college staff
- Answers incoming phone calls and emails promptly and professionally within established Service Level Agreement using Automatic Call Distribution
- Gathers appropriate information to log incidents and service requests in ticketing system accurately and efficiently
- Utilizes, maintains, and improves upon, effective troubleshooting skills, tools, and communication with customers when resolving issues
- Schedules Customer Support Technician Team through Microsoft Outlook or other department utilized applications
- Promotes self-service and aid customers to use self-service when remote or desk side visit could have been avoided
- Assists Lead Service Desk Analyst in conducting technology training during new employee orientations
- Works closely with all areas of the Technology Services department to ensure consistent customer support
- Maintains First Call Resolution requirements within established Service Level Agreements
- Ensures accurate and prompt management of escalated or unresolved issues
- Provides collaborative input and feedback towards best practices and improved processes with all areas of Technology Services
- Provides back up support as needed for Student Help Desk
- Establishes and maintains strong working relationships with colleagues, staff, administrators and the general public
