Service Desk Analyst

Position Summary

The Service Desk Analyst is the first point of contact for all Information Technology (IT) related requests. Receives inquiries through phone calls and tickets and documents all contact in a central ticketing system. Provides a high level of customer service and quickly diagnoses technical issues while remaining detailed oriented. The Service Desk Analyst supports National University’s community of users (staff, faculty, and students) resolving technical issues using excellent listening skills, critical thinking, customer rapport, and sound troubleshooting methodologies in a remote environment. Frequently utilizes Microsoft applications and operating systems, browser-based applications, Student Information Systems (SIS), Workday, Salesforce, cloud telephony, collaboration tools (Zoom and Teams), and remote desktop agents.

Essential Functions:

• Respond quickly to tickets and phone calls, supporting the department’s Service Level Agreements.
• Maintain a high level of customer service, aligned with the University’s mission and values.
• Document all troubleshooting activities in the centralized ticketing system.
• Provide initial triage of service requests and determine if additional IT resources should be engaged to fulfill them.
• Respond in a timely manner to inquiries and requests received via telephone calls, internal ticketing system, and email.
• Ensure service tickets are created for all inquiries and requests submitted to the Service Desk.
• Analyze, diagnose, test, and resolve basic to moderate service desk end-user problems.
• Provide remote technical support and assistance on identified applications, software, and peripherals.
• Triage and escalate, as appropriate, reported technical issues using critical thinking to measure the impact of the technical issue to the business.
• Keep end-user abreast of current incident and service request status as per service level targets.
• Update all service requests tickets in a timely manner, with appropriate level of information throughout the entire life cycle of the request.
• Determine the correct assignment groups to transfer tickets to and transfer tickets accordingly, and in a timely manner.
• Document support issues and resolutions.
• Reasonable and consistent attendance to fulfill the requirements of the position.
• Other duties as assigned.

Supervisory Responsibilities:  N/A

Requirements:

Education & Experience:

• Associate’s degree in technology, or related field, required.
  • Or equivalent combination of education and experience.
• Minimum of two (2) years of experience in a customer service role required.
• Minimum of one (1) year of experience as a technical support provider, or equivalent experience, required.
• Experience in Service Desk/Call Center environment preferred.
• Experience with ticketing systems preferred.
• CompTIA certification, or equivalent, highly desirable.
• Experience in higher education preferred. 
• Experience working in a technology-driven enterprise preferred. 
• All skills, abilities and education will be considered for minimum qualifications.

Competencies/Technical/Functional Skills:

• Must be flexible with hours scheduled to work.
• Must be able to provide after-hours support as needed, as part of an on-call rotation.
• Clear written and verbal communication skills.
• Ability to communicate technical information effectively with internal and external customers.
• Working knowledge of technical troubleshooting methodologies.
• Proficient with Microsoft Word and other applications in the Microsoft Office Suite.
• Knowledge of current operating systems.
• Familiarity with troubleshooting browser-based applications.
• Must be self-motivated, detail oriented, be able to work effectively in a remote team environment.
• Ability to multi-task and prioritize workflow.
• Contribute to team innovation through ideas for process improvement and efficiency.
• Familiarity with Active Directory and Microsoft Outlook/Exchange environments.
• Knowledge of networking.
• Familiarity with applications used to support higher education (LMS, SIS, ERP).
• Familiarity with troubleshooting collaboration tools (i.e., Zoom, MS Teams).

Location: Remote

Travel: No Travel Required

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Candidate receiving offers will be offered a salary/pay rate commensurate with experience that vary based on a candidate’s qualifications, skills, and competencies.  Absent exceptional circumstances, candidates will be offered a salary within this range for this position. The minimum salary will be offered based on the minimum exemption threshold based on state of residency. Base pay is one component of National University’s total rewards package, as we are dedicated to supporting the needs of the “whole you” with our holistic approach to employee benefits by offering comprehensive well-being benefits for you and your family.  For full details about our benefit plan offerings, please visit benefits.nu.edu. For Part-time benefits, please click here.

Compensation Range:Hourly: $20.00 – $25.77

National University is committed to maintaining a high-quality, diverse workforce representative of the populations we serve. National University employs more than 5,000 faculty and staff and serves over 41,000 students. We are united in our mission to meet the global education demands of the 21st Century and are dedicated to creating a supportive academic and work environment that allows students, faculty and staff to develop their interests and talents while experiencing a sense of community and a commitment to diversity. With programs available both online and at our many campus locations, National University is a leader in creating innovative solutions to education and meeting the needs of our diverse student population, including adult learners and working professionals.

National University offers an opportunity to work in an innovative environment that supports diversity.

National University (NU) is proud to be an equal opportunity employer and does not discriminate against any employee or applicant per applicable federal, state and local laws. At NU, a diverse mix of highly talented, innovative and creative people come together to make the impact of a lifetime for each of our student learners. All qualified applicants will receive equal consideration for employment, education, and admission at National University. We are focused on equality and believe deeply in diversity of race, color, ancestry, age, family care status, veteran status, marital status, creed, religion, sex, gender, sexual orientation, religion, ethnicity, national origin, and other legally protected group status.