What are the responsibilities and job description for the Part-Time Service Desk Analyst I position at The University of Texas at Arlington?
Job Summary
The Service Desk Analyst I will be an integral part of our IT support team, responsible for providing technical assistance and support to our internal users. You will be the initial point of contact for all IT-related inquiries and issues, ensuring timely resolution and excellent customer service. This role offers an exciting opportunity to develop your technical skills while contributing to the smooth operation of our organization’s IT systems.
Minimum Qualifications
The Service Desk Analyst I will be an integral part of our IT support team, responsible for providing technical assistance and support to our internal users. You will be the initial point of contact for all IT-related inquiries and issues, ensuring timely resolution and excellent customer service. This role offers an exciting opportunity to develop your technical skills while contributing to the smooth operation of our organization’s IT systems.
Minimum Qualifications
- High school diploma or equivalent required.
- Associate or bachelor’s degree in information technology, Computer Science, or related field.
- One (1) or more years of experience in a technical support role, preferably in a help desk or service desk environment.
- Professional Help Desk experience.
- Experience with ticketing systems and remote support tools.
- Telephone support and in person support experience.
- Experience with Help Desk tracking software such as ServiceNow, ADUC , and Office 365.
- Experience in performing quality assurance tasks in a help desk or call center environment, reviewing tickets and providing feedback, monitoring calls, surveying clients, etc.
- User Support:Provide first-line support by addressing initial user queries, troubleshooting technical problems, managing support tickets efficiently, and offering basic training and education to users on IT systems and software applications.
- Ensuring prompt resolution of user issues and maintaining high levels of customer satisfaction.
- First-Line Support
- Troubleshooting
- Ticket Management
- User Training and Education
- Technical Operations: Troubleshooting activities, focusing on diagnosing and resolving technical problems reported by end-users.
- Utilizing troubleshooting methodologies and IT knowledge effectively to address issues promptly.
- Troubleshooting
- Documentation and Collaboration: Maintaining documentation and knowledge base articles for common IT issues and solutions.
- Documenting troubleshooting procedures and collaborating with other IT teams to share knowledge and improve team efficiency.
- Documentation
- Teamwork and Collaboration: Collaborating with other IT teams to resolve complex issues and the ability to collaborate with colleagues and contribute to team goals.
- A willingness to share knowledge and support peers to achieve collective success.
