The Service Desk Analyst provides technical support to customers (i. e faculty, staff and students) with various issues (e.
g., accounts, outages, telephony, procedures, etc.) to maintain customer functionality and satisfaction. They'll respond to service requests and incidents over the phone, via ticketing system, chat, Zoom and maintains a strong understanding of OIT IT (Information Technology) functions, requirements, policies, procedures and expectations to resolve incidents, meet customer needs and support other Service Desk (SD) colleagues This position creates Major Incident Notifications (MINs / SIAs) to resolve issues and assign tickets to IT resources.
They recognize patterns of issues and proposes solutions to prevent issue recurrence and improve efficiencies. This position alerts SD management and staff resources to provide rapid responses to incidents, problems and outages.
Within the first 6 months the Service Desk will be evaluated on the amount of calls they answer, positive surveys, and attendance!
Performance Metrics
First Call Resolution
Ticket Logging
Request Fulfillment
Knowledge Centered Support
Major Incident Communication
Customer Satisfaction
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day.
We are an equal opportunity / affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.
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- ServiceNow experience
- ITIL
- Working for a university environment
- Local to Atlanta, GA (role is remote but need to be able to pick up equipment at Emory)
- 3-5 years of experience in a Service Desk / Desktop Support Role
- Experience handling major incidents over the phone, chat, and working through tickets
- Password resets, unlocking accounts, phone issues
- Customer Service skills (phone presence, friendly personality, etc.)
- Escalating major issues to Tier 2
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