Service Desk Analyst

University of Colorado • Denver, CO

5d • Hybrid

About The Position

The CU System Office of Advancement provides strategy, expertise, and service to our partners across CU's campuses and the University of Colorado Foundation, supporting the university's fundraising and engagement goals through advancement operations spanning constituent data, business intelligence, technical architecture, gift administration, marketing, IT, and more. The Service Desk Analyst is the main point of contact for Central Advancement COE teams, providing prompt and professional support for inquiries, technical issues, and assistance requests. They handle and resolve Tier 0 and Tier 1 support issues while maintaining accurate documentation. The role involves analyzing and prioritizing support tickets, assigning them to the appropriate teams, and ensuring timely resolution in line with service level agreements (SLAs). Effective communication and collaboration with COE teams, internal and external users and teams contribute to process improvement and knowledge base enrichment. This position reports to the Service Deliver Program Manager and is exempt from the State of Colorado Classified Staff System.

Requirements

• Bachelor’s Degree from an accredited institution of higher education or equivalent experience (experience may be substituted by professional experience on a year for year basis).
• One (1) year of experience in a customer service or help desk role, preferably IT-related.
• Experience working with ticketing systems and knowledge base tools.
• Proven experience in a Tier 1 support role, preferably supporting a diverse user base.
• Strong technical capability and familiarity with common software applications and tools.
• Superb interpersonal skills, both written and verbal, with the ability to effectively communicate technical concepts to non-technical users.
• Strong problem-solving and analytical skills, with the ability to think logically and prioritize tasks.
• Ability to work collaboratively in a team-oriented environment and build positive relationships with internal partners.
• Exceptional organizational skills and attention to detail to effectively manage multiple priorities and meet goals.
• Customer service mentality and a commitment to delivering high-quality support.

Nice To Haves

• Two (2) years’ experience as listed above
• One (1) year of experience working in Salesforce

Responsibilities

• Provide first-level support: Serve as the initial point of contact for Central Advancement COE teams, providing prompt and professional assistance with inquiries, technical issues, and requests for support.
• Incident Management: Receive, log, and track support requests through various channels (e.g., ticketing system, email, video call, and phone), ensuring accurate documentation of all relevant information.
• Ticket Prioritization and Allocation: Analyze and prioritize incoming support tickets based on criticality, impact, and service level agreements (SLAs). Assign tickets to appropriate resources within the team for resolution.
• Queue Management: Monitor and manage the support ticket queues, ensuring tickets are assigned and resolved within defined SLAs. Escalate unresolved issues to Tier 2/3 support teams as necessary.
• Issue Triage & Resolution: Use knowledge base resources and collaborate with subject matter experts to troubleshoot and resolve Tier 1 support issues efficiently and effectively.
• Communication and Collaboration: Maintain regular communication with users, providing status updates and ensuring clear and concise information is shared. Regularly meet and collaborate with internal teams to improve support processes, knowledge base resources and changing team requirements
• Documentation: Maintain accurate records of support activities, including ticket details, troubleshooting steps, and resolution outcomes. Contribute to the knowledge base by creating new documentation of common issues and their resolutions and updating currently existing documentation as needed.
• Policies and procedures: Follow established IT policies, procedures, and service level agreements to ensure consistent and high-quality support delivery. Maintain confidentiality and security of user information.
• Continuous learning and professional development: Stay updated on emerging technologies, industry trends, and standard processes in IT support. Actively participate in training sessions and seek opportunities for professional growth and certifications.

Benefits

• No-cost or low-cost medical & dental plan options, some inclusive of IVF assistance.
• Disability, Life, Vision Insurance options.
• Multiple retirement planning options including a mandatory 401(a) plan where CU contributes 10% of your gross pay, a 401k or 403b plan and a 457 deferred compensation plan.
• Pre-tax savings plans, such as Health care and Dependent care flexible spending accounts.
• Ample sick and vacation leave, along with at least 12 paid holidays.
• A dedicated week off for winter break.
• 6 weeks of parental leave to adjust to the joys of parenthood.
• A tuition benefit program for you and/or your dependents.
• Free RTD EcoPass and free onsite parking at our 1800 Grant Street Office.
• Many additional perks & programs with the CU Advantage.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree