Job Information
University of Kansas Medical Center IT Service Desk Analyst- KUMC Information Technology Services in Kansas City, Kansas
This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/12963362
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Department:
Customer Support Administration
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Service Desk
Position Title:
IT Service Desk Analyst- KUMC Information Technology Services
Job Family Group:
Professional Staff
Job Description Summary:
The IT Service Desk Analyst serves as a member of the Customer Experience team. They serve as a first point of contact for the University\'s IT operations. The IT Service Desk Analyst is responsible for providing high quality customer service, prioritizing first-contact resolution. While primarily interacting with customers via telephone, the IT Service Desk Analyst provides service through various venues depending upon customer preference, including email, instant messaging, and in-person. The IT Service Desk Analyst is responsible for recording the details of reported IT service issues and service requests and working to either restore service as quickly as possible or alerting and escalating them to the appropriate enterprise support teams. The incumbent requires superior customer service skills. The IT Service Desk Analyst reports to the Customer Experience Manager.
IDEAL CANDIDATE:
The ideal IT Service Desk Analyst will deliver best in class technical support with empathy and compassion. The Customer Experience team is versatile, adaptable, and quickly pivots from common troubleshooting to complex issue analysis. As a member of the front-line IT team, connecting with and understanding our customers\' needs are of utmost importance.
Job Description:
Required Qualifications
Education: High School diploma or GED equivalent.
Work Experience:
- Six months or more of customer service work experience
- Experience with telephone etiquette, including active listening and clear speech.
Preferred Qualifications
Education/Certification:
- Associate degree or a four-year bachelor\'s degree with major course work in computer science, information systems, or another related technical field.
- Industry certifications, such as: CompTIA A+, CompTIA Network+, Apple Certified Desktop Technician, JAMF Certified Tech, Microsoft 365 Certified: Modern Desktop Administrator Associate.
Work Experience:
- More than one year experience in a customer facing information technology role.
- Computer software and hardware troubleshooting knowledge and experience.
- Experience with multiple modern desktop and mobile operating systems.
- Experience troubleshooting personal computing hardware, network printers and print queues, scanners, MFDs, and other peripherals both on-site and remotely.
- Related work experience in a higher education or academic health care organization.
- Previous call center or IT service desk experience.
- Experience working in a bring-your-own-device (BYOD) environment.
- Experience supporting telecommunications and voicemail support.
- Experience using an incident tracking system.
- Experience with unified endpoint management tools.
Skills: Ability to manage multiple high priority efforts or competing priorities and the flexibility to adjust to changing requirements, schedules, and priorities.
Key Roles and Responsibilities
Work both individually and within the team to address customer support issues while providing world-class customer service.
Triage issues and customer support requests through various contacts vectors, including phone, email, chat, and in-person.
Attempt to resolve customer concerns during initial contact - prioritize first call resolution.
Help with customers on BYOD or managed devices, applic tions, and systems.
Escalate issues to appropriate support teams, and follow-up on incidents to ensure customer experience expectations are met.
Accurately document customer support activities into the incident tracking/ticketing system and knowledge base.
Leverage internal team members, subject matter experts, and external resources to answer questions and resolve issues.
Participate in regularly scheduled work rotations with the System Support team.
Participate in regularly scheduled work rotations on the Walk-In Appointment Desk.
Participate in after-hours on-call support rotations; one-week durations occurring every month or two depending on current staffing.
Be a customer advocate to ensure delivery of high-quality and timely customer experience from the organization.
Assume responsibility for assigned work and ensure timely resolution to incidents while providing customers with regular updates.
Continue learning modern technologies, procedures, operating systems, applications, etc. to provide excellent customer experience.
Actively provide unsolicited feedback to management to cont