IT Service Desk Analyst

Department:
Customer Support Administration
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Service Desk

Position Title:
IT Service Desk Analyst

Job Family Group:
Professional Staff

Job Description Summary:
This is an entry level position. Pay rate for this position is $28.28 per hour.

The IT Service Desk Analyst (ISDA) serves as a member of the Customer Experience team. They serve as a first point of contact for the University's IT operations. The ISDA is responsible for providing high quality customer service, prioritizing first-contact resolution. While primarily interacting with customers via telephone, the ISDA provides service through various venues depending upon customer preference, including email, instant messaging, and in-person. The ISDA 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 ISDA reports to the Customer Experience Manager.

Job Description:
Conditions of Employment:
Must be able to frequently move and lift equipment weighing up to 50 pounds up to 6 feet in height across campus for various departmental needs.

Required Qualifications

Education: High School diploma or GED equivalent.

Work Experience:
More than six months of customer service work experience

Previous professional experience answering telephone.

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, applications, 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 scheduled work rotations with the System Support team as required.

Participate in scheduled work rotations on the Walk-In Appointment Desk as required.

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 continually improve and evolve the customer experience delivery of the department.

Other duties as assigned.

Required Documents

Resume/CV

Cover letter

Comprehensive Benefits Package:
Coverage begins on day one for health, dental, and vision insurance and includes health expense accounts with generous employer contributions if the employee participates in a qualifying health plan. Employer-paid life insurance, long-term disability insurance, and various additional voluntary insurance plans are available. Paid time off, including vacation and sick, begins accruing upon hire, plus nine paid holidays. One paid discretionary day is available after six months of employment, and paid time off for bereavement, jury duty, military service, and parental leave is available after 12 months of employment. A retirement program with a generous employer contribution and additional voluntary retirement programs (457 or 403b) are available. https://www.kumc.edu/human-resources/benefits.html

Employee Type:
Regular

Time Type:
Full time

Rate Type:
Hourly

Compensation Statement:
The pay range listed for this position is determined by our compensation program using market data and salary benchmarking. A combination of factors is considered in making compensation decisions including, but not limited to, education, experience and training, qualifications relative to the requirements of the position, and funding. At the University of Kansas Medical Center, a reasonable estimate for the starting pay range will be the minimum to midpoint of the posted range, taking into account the combination of factors listed above.

Pay Range:
$28.18 - $42.27
Minimum
$28.18
Midpoint
$35.23
Maximum
$42.27

Application Instructions:
To learn more and apply online, please visit https://kumc.wd5.myworkdayjobs.com/en-US/kumc-jobs/job/Kansas-City-Metro-Area/IT-Service-Desk-Analyst_JR006011 or go to https://careers.kumc.edu/ and search for position number JR006011.

Applications must be submitted directly through the KU Medical Center website to be considered for this position. Any applications submitted via email or this website will NOT be reviewed or considered.

About KU Medical Center:
The University of Kansas Medical Centers mission is to educate exceptional health care professionals through a full range of undergraduate, graduate, professional, postdoctoral and continuing education programs in the schools of Medicine, Nursing and Health Professions. KU Medical Center also advances the health sciences through world-class research programs; provides compassionate and state-of-the-art patient care in an academic medical center environment; and works with communities in every Kansas county to improve the health of Kansans. Learn more at www.kumc.edu .

Benefits:
KUMC offers a range of great benefits that support employees and eligible family members. Our health insurance benefits begin on hire date and KUMC offers other exciting benefits such as paid parental leave, generous employer retirement contributions and other resources to improve health and well-being. For more information, please visit https://www.kumc.edu/human-resources/benefits.html

KU is an EO/AAE. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, genetic information or protected Veteran status. http://policy.ku.edu/IOA/nondiscrimination

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