What are the responsibilities and job description for the Help Desk Analyst position at University of San Diego?
Duties
and Responsibilities :
Problem Analysis and Resolution
Log all customer calls into the ITSM problem management system with clear concise language Provide first and second level support via telephone, email, web submission, and remote-access by analyzing and resolving support requests with the customer Simulate or recreate user problems to resolve operating difficulties Troubleshoot the cause of problems, not just the symptoms, taking action to prevent problems from recurring Escalate supports requests to Lead Technology Support Analyst, Desktop Support Technicians or appropriate ITS staff member when necessary Quickly document and escalate reports of system-wide service degradation or outages, and appropriately notify leadership
Documentation
Assist in coordination of day-to-day service delivery by logging requests, problems and resolutions in ITSM problem management system Work with the Lead Technology Support Analyst and ITS Help Desk Manager to develop and maintain appropriate documentation Actively contributes solutions to knowledgebase Management system and community website
Communication
Greet customer on call with appropriate greeting and provision service Provide professional technical support to our customers emphasizing customer service De-escalate complicated and nuanced customer service scenarios Keep leadership team informed of trends, significant problems and expected delays Identify opportunities to improve customer satisfaction Respond quickly and professionally to remote communication, such as chat or email
Training
Stay informed of technology advancements, especially those that will assist with providing quality support of customers Participate in required training for both technical and interpersonal skills Provide mentoring to ITS Help Desk student staff and encourage them to follow proper procedures and assist them to learn new troubleshooting skills Participate in relevant professional development to increase skills and knowledge related to job responsibilities
Teamwork
Promote teamwork by assisting and supporting other analysts, the Help Desk Student Technicians, and other ITS team members Maintain and uphold a culture of care, upholding the mission and core values agreed upon by the ITS Help Desk team
Special Conditions of Employment :
Vacation opportunities may be limited August through September and during semester finals.
Background check : Successful completion of a pre-employment background check.
Degree Verification Requirement : Persons offered employment in this position will be required to provide official education transcripts for degree verification purposes.
Job Requirements :
Minimum Qualifications :
Bachelor’s degree from an accredited higher-education institution. Alternatively, an equivalent combination of education and relevant industry experience may be acceptable as a minimum in the absence of a degree
One to three years of experience in a customer service IT support environment Core knowledge of and experience with a broad array of computing platforms and systems, including, but not limited to those which operate under Windows and Macintosh operating systems
Must have strong communication / customer service skills in order to provide the level of phone support required by the ITS Help Desk
Previous experience with an ITSM tool
Preferred Qualifications :
Demonstrated knowledge of professional Help Desk activities and models as well as industry best practices
Familiarity and / or experience with Salesforce
One of the following industry certifications : Help Desk Analyst, A , MCP, ITIL Foundations or MCDST
Performance Expectations - Knowledge, Skills and Abilities :
Possess strong customer service orientation
Must be a quick thinker and able to maintain composure in stressful customer service situations
Possess a collaborative approach to interactions with students, faculty, and staff Ability to establish and maintain harmonious relationships with co-workers and with a broad range of diverse clients which includes faculty, staff and students
Appropriate tact and diplomacy as is required to be successful in a public relations environment Considerable knowledge in the use of currently supported virus software, currently supported email clients, currently supported web browsers, the Google Suite, and Microsoft office applications
Initiative and creativity skills in the resolution of problems
Demonstrate sound judgment in decision making and problem solving skills
Must be very proactive and a self-starter who can work with minimal guidance / management
Excellent oral and written English skills, especially as consultation and accurate communication with non-technical individuals on technical matters is a requirement Must possess excellent interpersonal communication skills (verbal, written and listening) since he or she will have daily interaction with faculty, administrators, and staff
Strong listening skills with the ability to empathize, focusing on customer service
Ability to work effectively, in a highly organized manner, paying close attention to detail
Ability to multi-task and work in a dynamic environment
Possess a positive attitude and willingness to embrace change
Ability to cooperate as a team member
Ability to sit for long periods of time and to maintain composure under stressful conditions
Physical and mental dexterity to function at a computer console for long periods of time
Keep a pulse on the job market with advanced job matching technology.
If your compensation planning software is too rigid to deploy winning incentive strategies, it’s time to find an adaptable solution.
Compensation Planning
Enhance your organization's compensation strategy with salary data sets that HR and team managers can use to pay your staff right.
Surveys & Data Sets
What is the career path for a Help Desk Analyst?
Sign up to receive alerts about other jobs on the Help Desk Analyst career path by checking the boxes next to the positions that interest you.
Sign up to receive alerts about other jobs with skills like those required for the Help Desk Analyst.
Click the checkbox next to the jobs that you are interested in.
