Service Desk Analyst II

Emory University • Atlanta, GA

75d

About The Position

Emory University is a leading research university that fosters excellence and attracts world-class talent to innovate today and prepare leaders for the future. We welcome candidates who can contribute to the excellence of our academic community.

Requirements

• High school diploma and three years of relevant IT service desk experience, OR an equivalent combination of education, training, and/or experience.

Responsibilities

• Supports faculty, staff and students to maintain customer functionality and satisfaction.
• Independently resolves most moderately complex IT issues.
• Recognizes patterns of issues and proposes solutions to prevent issue recurrence and improve efficiencies.
• Processes customer information and verifies location and equipment through customer relationship management tool.
• Maintains a strong 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 tickets to IT resources.
• Alerts SD management and staff resources to provide rapid responses to incidents, problems and outage.
• Interacts with and verifies customers to collect information, clarify needs and to determine courses of action.
• Troubleshoots issues and researches issue origins to resolve tickets.
• Escalates remaining issues to Tier 2 and Tier 3 to ensure customer incidents are resolved.
• Collects and analyzes SD information and activities to assist with identifying potential service interruption issues.
• Alerts SD management and service owners to confirm and validate MINs.
• Communicates issues and resolutions with SD management to clarify 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.
• Reviews tickets to determine areas for improving SD staff skills.
• Interacts with SD staff and new hires to provide incident process training and to leverage knowledge management.
• 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.
• Provides data to support SD staff coaching opportunities.
• Reviews knowledge articles to update KB and to recommend discarding of obsolete information.
• Collaborates with Knowledge Manager to optimize and share KB information with SD staff for creating efficiencies.
• Performs related responsibilities as assigned.

What This Job Offers

• Industry: Educational Services
• Education Level: High school or GED