What are the responsibilities and job description for the Service Desk Analyst I position at Emory University?
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Description:
JOB DESCRIPTION:
- Supports faculty, staff and students to maintain customer functionality and satisfaction.
- Maintains an understanding of IT functions, requirements, policies, procedures and expectations to resolve incidents, meet customer needs and support other Service Desk (SD) staff.
- Creates Major Incident Notifications (MINs) to resolve service interruptions and assign service request tickets to IT resources.
- Alerts SD management and staff resources to ensure rapid responses to incidents, problems and service interruptions.
- Interacts with and verifies customers to collect information, clarify needs and to determine courses of action.
- Utilizes customer relationship management tool to process customer information and verify location and equipment.
- Troubleshoots issues and researches issue origins to resolve tickets.
- Reviews actions with customers to verify resolutions.
- Advises customers on next steps to resolve assigned tickets.
- Escalates remaining issues to Tier 2 and Tier 3 to ensure customer incidents are resolved.
- Collects and analyzes SD information and observes activities to assist with identifying potential service interruption issues.
- Alerts SD management and service owners to confirm and validate MINs.
- Communicates issues with SD management to determine next steps and to ensure consistency.
- Confirms MINs and updates front end telephone announcements to communicate status of affected services.
- Communicates issue resolutions and MINs to department staff to close out events.
- Collaborates with SD management to identify soft skills improvement opportunities.
- Shares ideas and insights with SD staff to increase skill levels and to reinforce team dynamics.
- Identifies knowledge gaps to contribute to Knowledge Base (KB) content.
- Reviews knowledge articles to update KB and to recommend discarding of obsolete information.
- Performs related responsibilities as assigned.
MINIMUM QUALIFICATIONS:
- High school diploma and one year of relevant IT service desk experience, OR an equivalent combination of education, training, and/or experience.
NOTE: This role will be granted the opportunity to work from home regularly but must be able to commute to Emory University on a flexible weekly schedule based upon business needs. Schedule is based on agreed upon guidelines of department of work. Emory reserves the right to change remote work status with notice to employee.
Emory Supports a Diverse and Inclusive Culture:
To ensure the safety of our campus community, the COVID-19 vaccine is required. For more information on the University and Hospital policies and potential exemptions, please see our website.
Emory University is dedicated to providing equal opportunities and equal access to all individuals regardless of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression, and veteran's status. Emory University does not discriminate in admissions, educational programs, or employment on the basis of any factor stated above or prohibited under applicable law. Students, faculty, and staff are assured of participation in University programs and in the use of facilities without such discrimination. Emory University complies with Executive Order 11246, as amended, Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veteran's Readjustment Assistance Act, and applicable executive orders, federal and state regulations regarding nondiscrimination, equal opportunity and affirmative action. Emory University is committed to achieving a diverse workforce through application of its affirmative action, equal opportunity and nondiscrimination policy in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. Inquiries regarding this policy should be directed to the Emory University Department of Equity and Inclusion, 201 Dowman Drive, Administration Building, Atlanta, GA 30322.
Emory University is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Department of Accessibility Services at 404-727-9877 (V) | 404-712-2049 (TDD). Please note that one week advance notice is preferred.
Emory University is dedicated to providing equal opportunities and equal access to all individuals regardless of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression, and veteran's status. Emory University does not discriminate in admissions, educational programs, or employment on the basis of any factor stated above or prohibited under applicable law. Students, faculty, and staff are assured of participation in University programs and in the use of facilities without such discrimination. Emory University complies with Executive Order 11246, as amended, Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veteran's Readjustment Assistance Act, and applicable executive orders, federal and state regulations regarding nondiscrimination, equal opportunity and affirmative action. Emory University is committed to achieving a diverse workforce through application of its affirmative action, equal opportunity and nondiscrimination policy in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. Inquiries regarding this policy should be directed to the Emory University Department of Equity and Inclusion, 201 Dowman Drive, Administration Building, Atlanta, GA 30322.
Emory University is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Department of Accessibility Services at 404-727-9877 (V) | 404-712-2049 (TDD). Please note that one week advance notice is preferred.
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