IT Service Desk Analyst (1 of 4)

Responsibilities

• Take inbound customer requests via phone, chat, email, or ticket.
• Work in a remote capacity to resolve reported issues quickly and efficiently.
• Complete duties with the ability to collect and communicate technical concepts, both written & verbal, to a non-technical audience with a high degree of Customer Service.
• Manage identified issues to resolution and perform quality control on solutions for appropriateness and completeness.
• Accurately record/report support issues and solutions per encounter via work tickets in Service Now.
• Provide front line support for a variety of business applications, provision and administer user accounts and reset passwords in Active Directory.
• Effectively escalate issues to other teams as appropriate per SOP for the best Customer Support experience.
• Utilize the defined and approved IT operational processes in the areas of Incident, Change, Request and Problem Management.
• Major Incident tracking and customer notifications.
• Level II duty assignment as applicable – Involves resolution or routing of issues escalated from Level I.
• Work at this level often involves more complex or more time-consuming technical tasks that are not appropriate for front line phone/chat staff to handle. May include Deskside/Field work at specific locations.
• Act as a peer mentor to junior level staff.
• Own and maintain knowledge base articles.
• Other special projects as assigned.

  Qualifications

  • 3+ years of experience in IT support.
  • Demonstrated proficiency in supporting Windows and Mac operating systems in a networked environment.
  • Demonstrated proficiency in supporting mobile devices such as iPhones and Androids.
  • Broad knowledge of enterprise systems and how they related to one another.
  • Problem-solving skills.
  • Excellent communication skills in both verbal and written.
  • Bachelor’s degree or equivalent training in a related area.
  • Working knowledge with ITIL processes such as Change Management, Problem management, and Incident Management.
  • Experience working in an academic health care, healthcare, or university environment.
  • Experience working in a Service Desk, Help Desk, or Call Center environment.
  • Preferred Certifications: Microsoft Support, Apple Support, ITIL Foundations, HDI Support Center Agent.

    About UCSF

    The University of California, San Francisco (UCSF) is a leading university dedicated to promoting health worldwide through advanced biomedical research, graduate-level education in the life sciences and health professions, and excellence in patient care. It is the only campus in the 10-campus UC system dedicated exclusively to the health sciences. We bring together the world’s leading experts in nearly every area of health. We are home to five Nobel laureates who have advanced the understanding of cancer, neurodegenerative diseases, aging and stem cells. Pride Values UCSF is a diverse community made of people with many skills and talents. We seek candidates whose work experience or community service have prepared them to contribute to our commitment to professionalism, respect, integrity, diversity and excellence – also known as our PRIDE values. In addition to our PRIDE values, UCSF is committed to equity – both in how we deliver care as well as our workforce. We are committed to building a broadly diverse community, nurturing a culture that is welcoming and supportive, and engaging diverse ideas for the provision of culturally competent education, discovery, and patient care.

    Salary Information

    The final salary and offer components are subject to additional approvals based on UC policy. Your placement within the salary range is dependent on a number of factors including your work experience and internal equity within this position classification at UCSF. For positions that are represented by a labor union, placement within the salary range will be guided by the rules in the collective bargaining agreement. To learn more about the benefits of working at UCSF, including total compensation, please visit: https://ucnet.universityofcalifornia.edu/compensation-and-benefits/index.html.