Service Desk Analyst 1

Louisiana State University • Baton Rouge, LA

37d

About The Position

This position will report to the Service Desk Manager within Service & Operations as part of the ITS Service Desk. This team's primary mission is to provide technology support to all LSU applicants, students, faculty, staff and other LSU affiliates. This position requires exemplary customer service and an aptitude for troubleshooting, diagnosing, documenting, and resolving a variety of issues involving applications and systems used campus wide.

Requirements

• Bachelor's Degree.
• +LSU values skills, experience, and expertise. Candidates who have relevant experience in key job responsibilities are encouraged to apply- a degree is not required as long as the candidate meets the required years of experience specified in the job description.

Nice To Haves

• 1-3 years experience.
• Previous work experience in Higher Education.

Responsibilities

• Support: Provide technology support to the entire LSU community via various methods of communications such as telephone, walk-in, email, web and chat. Identifies, researches and resolves a wide variety of technical issues. Documents, tracks and monitors the problem to ensure a timely resolution. Responsible for updating knowledge base articles to ensure that up to date information is available for our customers. Serves walk in customers and provides a wide variety of information relating to LSU. Provides level 2 support for student workers within the Service Desk. (40%)
• Operations: Provides technical assistance as needed in support of Service Desk operations including Print Desk, large format printers, phone system, and applications like IT Service Management tool, Bomgar, etc. Reviews and updates documentation as directed. Assists with gathering and reviewing data for Service Desk KPIs. (20%)
• Daily Management & Supervision: Supervise and assist in managing 40+ student workers. Tasks will include hiring, scheduling, quality assurance checks, and student performance evaluations. (20%)
• Training: Train and mentor student analysts by assisting them with their work and providing regular feedback. Assist Management in the creation and maintenance of on-boarding and training materials for student and professional staff. (10%)
• Other duties assigned. (10%)

Benefits

• LSU offers outstanding benefits to eligible employees and their dependents including health, life, dental, and vision insurance; flexible spending accounts; retirement options; various leave options; paid holidays; wellness benefits; tuition exemption for qualified positions; training and development opportunities; employee discounts; and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Educational Services
• Number of Employees: 1,001-5,000 employees