Service Desk Analyst

Job Responsibilities

• Provides excellent customer service to all Eastern Iowa Community College staff.
• Answers incoming phone calls promptly and professionally within established Service Level Agreement using Automatic Call Distribution.
• Gathers appropriate information to log incidents and service requests in ticketing system accurately and efficiently.
• Utilizes, maintains, and improves upon, effective troubleshooting skills, tools, and communication with customers when resolving issues.
• Schedules Customer Support Technician Team through Microsoft Outlook or other department utilized applications.
• Promotes self-service and aid customers to use self-service when remote or desk side visit could have been avoided.
• Works closely with all areas of the Technology Services department to ensure consistent customer support.
• Maintains First Call Resolution requirements within established Service Level Agreements.
• Ensures accurate and prompt management of escalated or unresolved issues.
• Maintains confidentiality for students, faculty and staff profiles.
• Establishes and maintains strong working relationships with colleagues, staff, administrators and the general public.
• Displays a positive, friendly and respectful attitude towards customers and co-workers.
• Possesses strong organizational skills and high attention to detail.

Job Qualifications

• Employee must be able to execute strong customer service skills; 2 years plus of previous customer service experience in a call center environment.
• Associates Degree or Certificate/Diploma in computer science or related field.
• Strong knowledge of Microsoft based operating systems and software, with an emphasis on Windows 7, Windows 10 and Office 2016.
• Preferred Education/Experience: Basic Active Directory Administration experience, Experience with ITIL methodology, Experience supporting Higher Education staff and faculty, Experience supporting end users utilizing Macintosh operating systems, Experience supporting end users utilizing educational/presentation technology peripherals, Experience supporting end users utilizing Microsoft SharePoint.

Benefits

• Health, Dental, and Vision insurance.
• Company paid STD/LTD Insurance for employee.
• Company paid Life Insurance $10,000.00 policy for employee.

Section 125 Flex Spending Account

• 401(K) Retirement Plan and 401(k) match.
• Paid Time Off (Vacation, PTO and Holidays).
• Paid Volunteer Time.
• Employee Assistance Program.

About the Role

• Solutions Management Group is an Equal Opportunity Employer.